Chelesee Johnson
Bloomington,Il
Summary
Dynamic auto claims professional with strong proficiency in claim processing, investigation, and exceptional customer service. Committed to managing claims with competence and empathy, consistently striving to exceed customer expectations while reinforcing the integrity of the company brand. Proven ability to navigate complex situations and deliver effective solutions, fostering positive relationships with clients and stakeholders. Eager to contribute expertise in a fast-paced environment that values dedication and professionalism.
Overview
14
14
years of professional experience
Work History
Claims Adjuster
COUNTRY Financial
Bloomington, IL
03.2022 - 08.2026
- Evaluated insurance claims to determine validity and extent of liability.
- Collaborated with policyholders and agents to gather necessary information for claims processing.
- Analyzed claim documentation, identifying discrepancies and ensuring thorough investigations.
- Implemented process improvements that enhanced claims handling efficiency and accuracy.
- Examined claims forms and other records to determine insurance coverage.
- Provided exceptional customer service during emotionally difficult situations for policyholders following accidents.
Total Loss Claims Associate
State Farm Insurance
Bloomington, IL
08.2018 - 03.2022
- Collaborated with other total loss colleagues to manage high volume call and claim queues while maintaining metrics in alignment with department goals.
- Evaluated, negotiated, and settled total loss auto claims in collaboration with customers, collision centers, tow companies, salvage vendors, and service providers.
- Set accurate timeline expectations for all parties throughout the claim lifecycle.
- Initiated the sale of salvage process by setting up vehicle moves between collision centers and vendors.
- Answered standard and complex claim questions pertaining to property damages, payments, and title transfer compliance based on jurisdiction for 14 states.
- Performed in depth research and follow up to determine the next steps needed in order to resolve issues causing delays within the claims process.
Medical Billing Assistant and Transcriptionist
Orthopedic & Shoulder Center
Normal, IL
12.2013 - 08.2018
- Interacted with workers' compensation carriers and automobile insurance companies to verify coverage information and billing authorization to avoid billing delays pertaining to claim processing.
- Diligently applied HIPAA privacy and security regulations while handling patient information and account records.
- Transcribed all office visit notes from audio recordings dictated by the attending physician that were submitted to various carriers as documentation for billing purposes.
- Completed follow up on delayed or denied payments with different providers to resolve billing issues.
- Explained billing process to patients to provide clear expectations. Answered any billing questions pertaining to an individual's account.
Customer Care Center Representative
State Farm Insurance
Bloomington, IL
07.2012 - 11.2013
- Followed department guidelines while providing customer service to guarantee call center objectives were met.
- Answered inbound calls pertaining to payments, proof of insurance, filing claims, road side assistance, and call back requests to other departments outside of normal office hours.
- Obtained pertinent information from customers to initiate new claims for both home and auto by following protocol into a claims based system.
- Maintained strong call control and navigated conversations utilizing required word tracks to address caller requests.
- Corresponded with service department team members to build and implement successful solutions for customers.
Education
High School Diploma -
Flanagan-Cornell High School
Flanagan, IL05-2009
Associates of Science - undefined
Heartland Community College
Normal, ILSkills
- Critical thinker
- Strong interpersonal and communication skills
- Detail oriented
- Adaptable in both individual and team environments
- Skilled multi-tasker
- Knowledgeable in insurance policy coverage
- Active listener
- Data management and processing
Timeline
Claims Adjuster
COUNTRY Financial
03.2022 - 08.2026
Total Loss Claims Associate
State Farm Insurance
08.2018 - 03.2022
Medical Billing Assistant and Transcriptionist
Orthopedic & Shoulder Center
12.2013 - 08.2018
Customer Care Center Representative
State Farm Insurance
07.2012 - 11.2013
Associates of Science - undefined
Heartland Community College
High School Diploma -
Flanagan-Cornell High School