Catherine Cantine
Rochester,NY
Summary
Proven track record in enhancing customer satisfaction and efficiently resolving claims at Monro, showcasing exceptional communication and strong negotiation skills. Leveraged claim investigation expertise to ensure fair outcomes, contributing to departmental improvements. Demonstrated professionalism and integrity, excelling in fast-paced environments and achieving significant results in customer service and claim resolution. Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate insurance portal systems. Effective at operating within company regulations and Risk Management department guidelines to manage telephone calls, emails, letters and in-person requests for assistance.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Claims Service Representative
Monro
07.2021 - Current
- Enhanced customer satisfaction by efficiently processing and resolving claims in a timely manner.
- Provided exceptional customer service by addressing concerns, answering questions, and explaining complex policy information to clients.
- Actively contributed ideas during team meetings aimed at enhancing overall department efficiency and effectiveness.
- Demonstrated strong negotiation skills in settling disputes between insured parties and third-party claimants fairly while protecting company interests.
- Conducted thorough investigations into complex claims situations, ensuring fair outcomes for all parties involved.
Claims Representative
Monro Inc.
04.2021 - 07.2021
- Worked productively in fast-moving work environment to process large volumes of claims.
- Researched and analyzed complex claims to determine next steps and possible outcomes.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Examined reports, accounts, and evidence to determine integrity and accuracy of information.
- Analyzed and addressed escalated claims to resolve issues quickly.
Medical Records Clerk
Cognizant
09.2019 - 03.2021
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Scanned medical records in digital format for easy retrieval and accessibility.
- Maintained patient records systems by archiving, scanning and indexing important documents and files.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
Patient Access Representative
Strong Memorial Hospital
11.2016 - 11.2018
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
Education
Bachelor of Science - Psychology
University of Phoenix
Tempe, AZ01.2021
Skills
- Professionalism and Integrity
- Exceptional communication
- Strong negotiation
- Claim investigation
- Time Management
- Decision-Making
Certification
- 30-hour General Industry Safety and Health
Timeline
Claims Service Representative
Monro
07.2021 - Current
Claims Representative
Monro Inc.
04.2021 - 07.2021
Medical Records Clerk
Cognizant
09.2019 - 03.2021
Patient Access Representative
Strong Memorial Hospital
11.2016 - 11.2018
Bachelor of Science - Psychology
University of Phoenix
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