Angela Ervin
Bel Air,MD
Summary
Results-driven Claims Specialist with the Social Security Administration, adept at enhancing claims processing efficiency and accuracy. Proven expertise in claims investigation and customer service, achieving performance targets through critical thinking and effective communication. Recognized for mentoring staff and fostering collaboration, while successfully resolving complex claims and improving client satisfaction.
Overview
30
30
years of professional experience
Work History
Claims Specialist
Social Security Administration, SSA
Abingdon, MD
08.1995 - 04.2025
- Processed retirement/disability claims, ensuring compliance with federal regulations and agency policies.
- Evaluated medical evidence to determine eligibility for benefits, enhancing accuracy of decisions.
- Collaborated with medical professionals to obtain necessary documentation for claims processing.
- Provided guidance to claimants on application procedures and requirements, improving customer experience.
- Conducted thorough reviews of case files, identifying discrepancies and recommending resolutions.
- Led initiatives to streamline claims processing workflows, increasing overall efficiency and effectiveness.
- Mentored junior staff on best practices in claims evaluation and decision-making processes.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Followed up with customers on unresolved issues.
- Collaborated with cross-functional teams to optimize claims handling procedures, resulting in improved productivity.
- Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently.
- Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details.
- Achieved performance targets consistently through attention to detail, effective time management, and strong decision-making abilities.
- Maintained accurate records by diligently updating claim files and ensuring all required documentation was submitted in a timely manner.
- Conducted detailed investigations into suspicious claims, successfully identifying and addressing fraudulent activities.
- Enhanced customer trust and satisfaction by efficiently resolving claims disputes.
Education
No Degree - Business Management
The Community College of Baltimore County
Catonsville, MDHigh School Diploma -
Douglass High School
Baltimore, MD06.1983
Skills
Claims
Claims processing
Claims investigation
Verbal communication
Microsoft office
Claims analysis
Documentation review
Decision-making
Critical thinking
Customer service
Organizing and prioritizing work
Attention to detail
Teamwork and collaboration
Multitasking Abilities
Interpersonal communication
Problem-solving
Documentation skills
Eligibility determination
Appointment scheduling
Data entry software
Written communication
Paperwork processing
Patient contact
Client interviews
New policies processing
Teamwork
Reliability
Excellent communication
Organizational skills
Timeline
Claims Specialist
Social Security Administration, SSA
08.1995 - 04.2025
No Degree - Business Management
The Community College of Baltimore County
High School Diploma -
Douglass High School