Brandon Ebron-Morgan
Duncanville,Texas
Summary
Service-oriented Claims Adjuster skilled at applying creative approaches to solving complex problems. Adept at developing profitable and quality-focused processes. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
15
years of professional experience
Work History
Escalation Specialist
Molina Healthcare
02.2020 - Current
- Handled inbound calls from policy holders and answered inquiries on policy related issues
- Provided customer service by updating, cancelling, rewriting, adding coverage and explaining current coverage's
- Produced and reconciled weekly and monthly reports
- Handled insurance claims and billing for all customers Researched and analyzed financial histories
- Escalated customer issues to management for appropriate action to be taken.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
Medicare Claims Processor
Molina Healthcare
01.2019 - 01.2020
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Communicated effectively with staff members of operations, finance and clinical departments.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Verified client information by analyzing existing evidence on file.
- Calculated adjustments, premiums and refunds.
- Maintained confidentiality of patient finances, records, and health statuses.
- Generated, posted and attached information to claim files.
- Processed and recorded new policies and claims.
- Modified, updated and processed existing policies.
Document Processor
Iron Mountain
09.2019 - 12.2019
- Worked with internal staff to process documents and sent for closing.
- Collaborated across departments and levels of management to gain consensus on procedural documentation.
- Provided assistance with inbound and outbound document processes, document sorting, logging and work order creation.
- Uploaded company procedures and policies to EDMS, routing for approval and training.
- Performed document reproduction, printing documents from electronic sources such as email attachments, PDF files and cloud storage.
- Oversaw creation, routing and data input of bills of materials, ECOs, ECRs and ISO documents.
- Converted documents from one application to another.
- Assisted with document troubleshooting and recovery of corrupt documents and files.
Social Media Content Review Analyst
Genpact
05.2017 - 11.2018
- Monitor reported content and take proper action within the company's policy
- Assist other team members on difficult jobs and decide the proper action
- Collaborate with team leads for policy update suggestions
- Lead monthly policy updates to team members.
Technical Customer Support Specialist
Brinks Home Security
06.2015 - 05.2018
- Provides solutions to customer's technical issues by identifying the problem, researching answers and guiding the customer step-by-step through corrective measures for one-call resolution
- Help customers with the installation of cameras, battery replacements and other components
- Provide recommendations on upgrades to the customer's current home security alarm or highlight advances in home automation
- Assign technicians to visit a customer’s home if their issue cannot be resolved effectively over the phone
- Proactively work to assist others in achieving the organization’s objectives
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
- Partnered with sales, operations and field service teams to coordinate solutions.
Auto Claims Processor
AAA Texas
08.2012 - 04.2015
- Examined photographs and surveillance and any other documents relating to claims.
- Documented all findings in concise reports.
- Generated, posted and attached information to claim files.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Checked documentation for accuracy and validity on updated systems.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Communicated effectively with staff members of operations, finance and clinical departments.
Processing Specialist
Wal-Mart
05.2009 - 08.2012
- Utilized established methods for data processing and analysis for consistency and accuracy.
- Assisted with development of data entry procedures to streamline data processing.
- Identified data errors and discrepancies and implemented swift corrections.
- Monitored data entry processes and worked to improve efficiency and performance.
- Responded to customer inquiries and requests related to insurance products and membership.
- Sorted and processed incoming reports before putting data into processing software.
Education
High School Diploma -
Duncanville High School
Duncanville, TX05.2006
Skills
- Adobe Photoshop, Adobe Illustrator, Google Analytics, Search Engine Optimization (SEO), WordPress, Adobe Creative Suite
- CCTV (4 years)
- Technical Support Team Lead
- Monitoring Quality Control & Social Media Management
- IBML (1 year)
- Multi-task: ability to set realistic priorities and meet deadlines
- Collaborate with others to identify operational trends to assist in resolution
- Excellent project management abilities that incorporate identifying objective
- Multi-line phone talent
- Staff education and training
- Medical terminology knowledge
- Account management
- Recordkeeping strengths
- Complaint resolution
- Service standard compliance
Certification
Texas All Lines Adjuster License- Pending
Timeline
Escalation Specialist
Molina Healthcare
02.2020 - Current
Document Processor
Iron Mountain
09.2019 - 12.2019
Medicare Claims Processor
Molina Healthcare
01.2019 - 01.2020
Social Media Content Review Analyst
Genpact
05.2017 - 11.2018
Technical Customer Support Specialist
Brinks Home Security
06.2015 - 05.2018
Auto Claims Processor
AAA Texas
08.2012 - 04.2015
Processing Specialist
Wal-Mart
05.2009 - 08.2012
High School Diploma -
Duncanville High School
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