Adrienne Donaldson
Naperville,IL
Summary
Operations professional focused on healthcare workflows, including complex leave claims and high-volume customer support. Skilled in maintaining detailed, compliant records with EHR/EMR documentation and ICD coding familiarity. Reliable cross-functional partner for billing, coding, and information management processes.
Overview
2
2
Certifications
19
19
years of professional experience
Work History
Total Absence Management Case Specialist
MetLife
Aurora, IL
02.2022 - 06.2025
- Evaluated complex initial leave claims against plan guidelines to execute accurate eligibility decisions.
- Administered FMLA and leave claims while enforcing strict compliance with federal and state regulations.
- Managed ongoing case lifecycles, including recertifications, leave follow-ups, and return-to-work confirmations.
- Collaborated with cross-functional teams to resolve complex claims, providing employees with clear and empathetic communication.
- Updated internal databases to ensure documentation accuracy and adherence to standard operating procedures.
Junior Loan Processor
Mutual of Omaha Mortgage
Lombard, IL
04.2020 - 01.2022
- Managed full pipeline of mortgage files, ensuring regulatory compliance and accuracy in reviews.
- Utilized the FHA Connection to update loan records and liaised with loan officers/applicants to clear underwriting conditions.
- Input critical data into operational platforms and ordered supplementary vendor products, including title reports and appraisals, to support loan processing.
- Communicated pipeline status to sales channels and collaborated with operational units to enhance workflow processes.
Post Closing Clerk
First Centennial Mortgage
Aurora, IL
08.2019 - 02.2020
- Reviewed closing packages and audited documentation, collaborating with title agents and end investors to resolve discrepancies in missing files.
- Processed FHA, VA, USDA funding fees, and private mortgage insurance (PMI) payments, facilitating timely loan funding.
- Funded pipeline loans and processed wire transfers, ensuring accurate financial transaction file balance.
Customer Service Representative (CSR)
Dovenmuehle Mortgage
North Aurora, IL
02.2019 - 07.2019
- Resolved customer inquiries, account discrepancies, and technical issues in a call center environment, ensuring timely and effective customer support.
- Handled borrower inquiries for mortgage servicing accounts at a national loan servicer.
- Resolved payment questions, escrow concerns, and account maintenance requests.
- Conducted customer satisfaction surveys, fostering positive relationships and effectively de-escalating concerns.
- Reviewed loan records and verified customer information in servicing systems.
Senior Administrative Assistant for Land Development
V3 Companies
Woodridge, IL
10.2017 - 06.2018
- Coordinated scheduling, event logistics, and presentation creation for a team of 28 engineers to ensure smooth operations.
- Organized calendars and facilitated meetings for V3 Companies project leaders to streamline project discussions.
- Prepared correspondence, reports, and proposals for V3 Companies clients.
- Developed project proposals, formatted technical documentation, and managed team attendance/accounting reports in Excel to support project tracking.
- Managed project files and records using V3 Companies document systems.
Claims Coordinator
First American Title Insurance
Warrenville, IL
09.2012 - 02.2017
- Reviewed title claims files for First American Title Insurance policy coverage and accuracy.
- Coordinated claim intake, routing, and follow-up with internal teams and external parties.
- Screened incoming title claims for validity and accuracy, ensuring proper assignment to examiners.
- Executed daily administrative and accounting tasks as the primary contact for claimants and attorneys.
- Tracked claim documents in claims systems and updated file status daily.
Escrow Officer / Disbursement Agent / Team Lead
First American Title Insurance
Warrenville, IL
04.2006 - 09.2012
- Managed escrow closings for First American Title Insurance residential and commercial transactions.
- Managed auditing, balancing, and settlement input, facilitating secure wire transfers for post-closing disbursements.
- Reviewed purchase agreements, lender instructions, and title documents for closing compliance.
- Prepared escrow statements, settlement statements, and closing packages for signings.
- Supervised team of 7, monitored daily production metrics, delegated workloads, and audited output to ensure compliance and accuracy.
Education
Associate Degree - Healthcare Information Management
DeVry University
Naperville, IL 09.2025 -
High School Diploma -
Waubonsie Valley High School
Aurora, ILSkills
- Healthcare & Compliance: Medical Documentation, ICD Coding & Terminology, Healthcare Regulations, Patient Privacy & Confidentiality, Electronic Health Records (EHR/EMR)
- Operations & Finance: Leave Claim Analysis, Leave Claim Management, Absence Tracking, Document Management, Auditing, Case Management Improvement
- Healthcare regulations
- Medical coding
- Case management
- Technical Proficiency: Microsoft Office 365 (Word, Excel, PowerPoint, Outlook), Salesforce, Leave Management Systems, 70 WPM Typing Speed
- Health records management
- Customer & Patient Support: De-escalation & Conflict Resolution, Patient Inquiries, Cross-Functional Communication, Employee Relations, High-Volume Case Management
Certification
Licensed Pharmacy Technician
State of Illinois | License #049.327916 (March 2026 – Present)
Timeline
Associate Degree - Healthcare Information Management
DeVry University
09.2025 -
Total Absence Management Case Specialist
MetLife
02.2022 - 06.2025
Junior Loan Processor
Mutual of Omaha Mortgage
04.2020 - 01.2022
Post Closing Clerk
First Centennial Mortgage
08.2019 - 02.2020
Customer Service Representative (CSR)
Dovenmuehle Mortgage
02.2019 - 07.2019
Senior Administrative Assistant for Land Development
V3 Companies
10.2017 - 06.2018
Claims Coordinator
First American Title Insurance
09.2012 - 02.2017
Escrow Officer / Disbursement Agent / Team Lead
First American Title Insurance
04.2006 - 09.2012
High School Diploma -
Waubonsie Valley High School