Colleen Case
Lake Tapps,Washington
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
24
24
years of professional experience
Work History
Client Relations Representative
Arthur J. Gallagher & Company
08.2021 - Current
- Navigated complex situations tactfully, ensuring positive outcomes for both the client and the organization.
- Strengthened client relations through in-person meetings, phone calls, and email correspondence as needed.
- Monitored client feedback, using insights to inform improvements in products and services.
- Championed a culture of continuous improvement by sharing best practices and encouraging open communication amongst team members.
- Coordinated with internal departments to resolve client issues swiftly while maintaining clear communication throughout the process.
- Conducted regular check-ins with clients, fostering open dialogue about their needs and expectations.
- Implemented effective time management techniques for efficient handling of multiple tasks simultaneously without compromising quality or service levels.
- Enhanced client satisfaction by addressing and resolving their concerns promptly and professionally.
- Managed a diverse portfolio of clients, prioritizing tasks to maintain high levels of service across all accounts.
Accounts Control Representative, Sr
Zenith American Solutions
10.2017 - 08.2021
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Account Administrator
TRUSTEED PLANS
10.2014 - 11.2016
- Managed multiple high-profile accounts simultaneously, maintaining a high level of attention to detail and organization.
- Collaborated with cross-functional teams to support the achievement of company goals.
- Evaluated financial data to identify trends and opportunities for cost reduction or revenue generation within the business.
- Trained new employees on account administration procedures, contributing to a well-informed and cohesive team.
- Maintained accurate records and documentation, ensuring compliance with relevant regulations and policies.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Senior Customer Service Representative
Zenith American Solutions
10.2008 - 06.2010
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Engaged clients in person and over phone to answer questions and address complaints.
- Researched and rapidly resolved client conflicts to maintain key accounts.
Claims Investigator
NATIONWIDE CLAIMS ADMINISTRATORS
01.2006 - 09.2008
- Research and order medical, criminal and pharmacy records from known and developed sources.
- Document verbal and written communications and log outcomes on weekly reports to client.
- Meet department standards of quality and quantity of reports processed while telecommuting.
- Maintain claimant files accurately and confidentially.
- Report to home office as needed for administrative and billing coverage.
Claims Analyst
HEALTHCARE MANAGEMENT ADMINISTRATORS
08.2005 - 10.2006
- Process medical claims using online and paper resources in accordance with member's benefits.
- Maintain turn round time agreements with employer groups by processing 80% of claims within fourteen days.
- Meet department standards of quality and quantity of claims processed while telecommuting.
Claims Adjustor & Customer Service Representative
Group Health Cooperative
08.1999 - 08.2005
- Adjust and or recoup erroneous payments made to providers including coordination of benefits, labor and industries and reciprocity claims.
- Assist providers in understanding remittance advices.
- Resolve inquires and complaints from staff, physicians and employers while exceeding quality standards.
- Interpret and relay contract language and medical criteria to providers & members.
- Trained new hires and temporary staff.
- Provide excellent customer service and supply choices for resolution within the call center standards for quality.
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
Education
Associate of Science - Human Services
Highline Community College
Des Moines, WAHigh School Diploma -
Foster High School
Tukwila, WA06.1993
Skills
- Excellent Communication
- Multitasking
- Customer Service
- Data Analysis
- Problem Solving
- Relationship Building
- Critical Thinking
Timeline
Client Relations Representative
Arthur J. Gallagher & Company
08.2021 - Current
Accounts Control Representative, Sr
Zenith American Solutions
10.2017 - 08.2021
Account Administrator
TRUSTEED PLANS
10.2014 - 11.2016
Senior Customer Service Representative
Zenith American Solutions
10.2008 - 06.2010
Claims Investigator
NATIONWIDE CLAIMS ADMINISTRATORS
01.2006 - 09.2008
Claims Analyst
HEALTHCARE MANAGEMENT ADMINISTRATORS
08.2005 - 10.2006
Claims Adjustor & Customer Service Representative
Group Health Cooperative
08.1999 - 08.2005
Associate of Science - Human Services
Highline Community College
High School Diploma -
Foster High School
Similar Profiles
CHELSEA SNELLCHELSEA SNELL
Medical Claims Administrative Assistant at Arthur J. Gallagher CompanyMedical Claims Administrative Assistant at Arthur J. Gallagher Company
Stephanie L BilliotStephanie L Billiot
Commercial Account Executive at Arthur J. Gallagher & CompanyCommercial Account Executive at Arthur J. Gallagher & Company
Jennifer BertolliniJennifer Bertollini
Senior Resolution Manager at Arthur J. Gallagher & CompanySenior Resolution Manager at Arthur J. Gallagher & Company
Lesly PacLesly Pac
Customer Service Representative at Arthur J. Gallagher & CompanyCustomer Service Representative at Arthur J. Gallagher & Company
COOPER LUBASHCOOPER LUBASH
Front Desk Operator/Junior Estimator at NFI EnterprisesFront Desk Operator/Junior Estimator at NFI Enterprises