Brittany Washington
Parrott,GA
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
11
11
years of professional experience
Work History
Senior Short- Term Disability Analyst
The Hartford
10.2024 - Current
- Conducted interviews with claimants to gather information about their disabilities and functional limitations
- Optimized policies to better handle current and expected needs
- Offered constructive criticism in supportive manner, focusing on specific areas for improvement
- Maintained up-to-date knowledge of relevant laws, regulations, and industry best practices related to disability management
- Shared personal experiences and lessons learned with mentees to help them avoid potential pitfalls
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
Claims Adjuster
The Hartford
08.2023 - 10.2024
- Exercised proper judgment and decision making to analyze claims exposure, determine proper action and appropriately settle claims
- Negotiated settlements with policyholders or claimants within approved authority limits
- Processed claims consistent with client and corporate policies, procedures and best practices while upholding compliance with statutory, regulatory and ethical requirements
- Guided clients through claims procedures and resolved minor complaints during claims-handling process
- Claims paid in 10 days or less
- Coordinated services from contractors, appraisers, and other professionals to expedite claims resolution
- Demonstrated sound judgment when making decisions related to settling or denying claim based on gathered evidence
Short-Term Disability Analyst
The Hartford
07.2022 - 08.2023
- Analyzed information gathered during investigation and reported findings and recommendations
- Contacted or interviewed claimants, doctors, medical specialists and employers to get additional information
- Improved claims handling processes by analyzing, tracking and troubleshooting root causes of previously managed claims
- Backed up fellow claims professionals in handling complex and problematic claims
- Maintained 1 day on claim handling
Inbound Customer Service Representative
Humana
08.2021 - 07.2022
- Received incoming calls, accessed customer account information, and provided accurate and updated answers to all inquiries
- Engaged with customers to understand and resolve issues and answer benefit questions
- Met and exceeded daily service quality and performance goals
- Participated in seminars and additional training to expand knowledge and skills
- Answered over 60-80 calls per shift to meet fast-paced call center demands.
Member Services Specialist, Sr
Prime Therapuetics
12.2020 - 08.2021
- Maintained high customer satisfaction with good conflict resolution skills
- Improved agents' knowledge and abilities by guiding them with proper procedures and standards
- Served customers by going above-and-beyond to offer exceptional support for all needs
- 98% first call resolution rate
- Investigated product concerns and communicated with departments to understand
Customer Service Representative
Prime Therapeutics
10.2019 - 12.2020
- Received incoming calls or emails from members, pharmacies, doctor's offices about requests for information on medication and benefits
- Investigated and resolve member inquiries in a timely manner or escalate to appropriate team member
- Researched and respond to calls and emails
- Resolved customer issues and answered questions to deliver positive customer experience
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Provider Service Escalation Agent
United Health Group
10.2017 - 04.2019
- Ensured quality customer service for internal and external customers with focus on needs identification, problem solving and partnering with billing and eligibility specialists
- Monitored delegated customer service issues to ensure timely and accurate resolution
- Worked effectively with a diverse team to accomplish daily objectives and meet long-term goals
- Created and processed authorizations
- Placed outgoing phone calls to complete follow - up on customer service requests as necessary
- Improved customer satisfaction ratings through effective communication and problem-solving skills.
- Collaborated with team members to identify trends and recommend process improvements, leading to reduced call volume.
Customer Service Agent
Xerox
07.2014 - 03.2016
- Quoted member medical benefits specifically for the coverage of their plan
- Informed members of eligibility of coverage
- Assisted members with information on deductible amounts before claims will be paid
- Reprocessed claims as needed if an error was noticed
- Assisted member in tracking when the deductible for their supplemental plan has been met
- Provided members with the estimated cost of a service with the supplemental plan
- Identified and resolved discrepancies and errors in customer accounts.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Certification - Claim Adjuster -
Florida State College At Jacksonville
Jacksonville, FL08.2021
GED -
Jackson Public School
Jackson, MS05.2008
Skills
- Problem resolution
- Multitasking
- Decision-making
- Claims processing
- Analytical thinking
- Insurance Regulations
- Time management
Timeline
Senior Short- Term Disability Analyst
The Hartford
10.2024 - Current
Claims Adjuster
The Hartford
08.2023 - 10.2024
Short-Term Disability Analyst
The Hartford
07.2022 - 08.2023
Inbound Customer Service Representative
Humana
08.2021 - 07.2022
Member Services Specialist, Sr
Prime Therapuetics
12.2020 - 08.2021
Customer Service Representative
Prime Therapeutics
10.2019 - 12.2020
Provider Service Escalation Agent
United Health Group
10.2017 - 04.2019
Customer Service Agent
Xerox
07.2014 - 03.2016
Certification - Claim Adjuster -
Florida State College At Jacksonville
GED -
Jackson Public School
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