Dawnmarie Ciesielski
Rudolph,WI
Summary
Empathetic and Professional Customer Experience Specialist gifted in working with Brokers, Employers, Providers and Customers seeking benefit information for one call claims resolution. Highly adept at identifying and working with all level of callers needs and providing optimum service to engage the caller with supportive guidance to empower and assist them with all options available.
Overview
19
19
years of professional experience
Work History
Customer Experience Claims Specialist
Delta Dental Of Wisconsin
07.2018 - Current
- Improved claim processing efficiency by streamlining workflows and implementing time-saving strategies.
- Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Collaborated with cross-functional teams to optimize claims handling procedures, resulting in improved productivity.
- Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently.
- Achieved performance targets consistently through attention to detail, effective time management, and strong decision-making abilities.
Assistant Account Representative
RR Donnelley Through A Temp Agency
05.2017 - 07.2018
- Supported senior account representatives with research and analysis of client data for informed decisionmaking.
- Organized client files, ensuring confidentiality and easy access for authorized personnel.
- Provided administrative support by scheduling meetings, preparing documents, and coordinating resources for optimal productivity.
- Collaborated with accounting department to facilitate timely billing and collection processes, improving cash flow management.
- Proactively identified potential issues within accounts, taking appropriate steps towards resolution before escalation was necessary.
- Collaborated with other departments to address customer needs and service requests.
- Kept detailed records of customer interactions for optimal traceability.
- Maintained accurate records of customer accounts, payments and payment plans.
- Entered client details and notes into system for interdepartmental access and review.
- Worked with customer to create debt repayment plan based on current financial condition.
- Researched billing errors and discrepancies to initiate corrective action.
- Tracked incoming components for scheduled builds based on deliverable timelines agreed upon with stakeholders and updated shared documents.
Facilities Assistant
Lands' End
09.2014 - 05.2017
- Enhanced facility efficiency by conducting regular maintenance checks and identifying areas for improvement.
- Reduced energy consumption by implementing sustainable practices..
- Maintained a safe and clean work environment, ensuring compliance with health and safety regulations.
- Aided in the implementation of security measures, fostering a secure work environment for staff and visitors alike.
- Facilitated smooth daily operations by promptly responding to inquiries from both internal staff members and external stakeholders.
- Coordinated event setup and teardown processes, resulting in seamless transitions between activities onsite.
- Conducted accessibility audits in accordance with ADA guidelines, ensuring an inclusive environment for all employees and visitors.
- Conducted regular facility inspections to identify repair needs or improvements.
- Served as point of contact for internal and external customers seeking support and information.
- Maintained facility grounds, equipment and safety compliance.
- Oversaw building automation system and monitored HVAC, security and audio-visual systems, maintaining functionality of equipment.
Insurance Authorization Specialist
ThedaCare At Home
05.2008 - 05.2014
- Streamlined insurance authorization processes by implementing efficient workflow strategies.
- Enhanced patient satisfaction rates through timely and accurate insurance verifications.
- Reduced claim denials by diligently reviewing and correcting errors in authorization submissions.
- Collaborated with healthcare providers to ensure proper documentation for successful authorizations.
- Improved team efficiency by providing thorough training and guidance to new employees.
- Achieved higher accuracy rates in authorizations, utilizing attention to detail and organizational skills.
- Resolved complex authorization issues, working closely with patients and insurance companies to find solutions.
- Increased efficiency of the authorization process with effective communication among multidisciplinary teams.
- Contributed to revenue growth, securing necessary authorizations for medical procedures promptly and accurately.
- Maintained comprehensive knowledge of various insurance plans, ensuring accurate information was provided during the authorization process.
- Streamlined workflow processes for faster turnaround times, using data-driven approaches and continuous improvement techniques.
- Coordinated pre-authorization requirements for medical treatments or services, enhancing overall patient experience before appointments.
- Identified trends in denied claims and implemented proactive measures that resulted in reduced denial rates.
- Assisted billing department in resolving outstanding claims-related issues leading to increased revenue collection.
- Reviewed appeals for prior authorization requests and communicated with payers to resolve issues.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Maintained confidentiality of patient finances, records, and health statuses.
Bookkeeping Assistant
Slade Gertz And Associates
01.2005 - 03.2007
- Streamlined bookkeeping processes by implementing efficient accounting software and procedures.
- Improved financial reporting accuracy with meticulous data entry and reconciliation tasks.
- Assisted in timely invoicing for clients, ensuring prompt payments and positive cash flow.
- Supported the development of accurate budgets by providing detailed expense tracking and analysis.
- Guaranteed compliance with tax regulations by maintaining organized records and preparing required documentation.
- Assisted in the preparation of accurate financial statements for management review and decisionmaking.
- Increased efficiency in accounts payable processing through diligent invoice verification and approval procedures.
- Maintained strict confidentiality with sensitive financial information, upholding ethical standards in all professional interactions.
- Collaborated closely with senior bookkeepers to complete complex tasks efficiently while meeting deadlines consistently.
- Supported month-end closing activities, such as reconciling bank statements and adjusting journal entries, for accurate financial reporting purposes.
- Provided exceptional customer service when addressing client inquiries related to billing issues or account balances due diligently and professionally.
- Managed invoices, payments and deposits, maintaining accurate expenditure records.
- Implemented orderly, organized filing systems for easy record retrieval.
- Assisted management with administrative aspects of hiring and onboarding new hires and temporary staff.
Education
Technical Certificate - Project Management
Mid State Technical College
Wisconsin Rapids, WI08.2023
Associate of Applied Science - Business Management/ Entrepreneurship
Mid State Technical College
Stevens Point, WI06.2017
Associates of Applied Science - Leadership Development
Mid State Technical College
Wisconsin Rapids, WI 01.2024 - Current
Skills
- Claims
- Organizational Skills
- Active Listening
- Customer Service
- Critical Thinking
- Conflict Resolution
- Teamwork and Collaboration
- Problem Solving
- Verbal Communication
- Ethical Conduct
- Written Communication
- Microsoft Office
- Claims Analysis
- Multitasking Abilities
- Analytical Skills
- Case Management
Timeline
Associates of Applied Science - Leadership Development
Mid State Technical College
01.2024 - Current
Customer Experience Claims Specialist
Delta Dental Of Wisconsin
07.2018 - Current
Assistant Account Representative
RR Donnelley Through A Temp Agency
05.2017 - 07.2018
Facilities Assistant
Lands' End
09.2014 - 05.2017
Insurance Authorization Specialist
ThedaCare At Home
05.2008 - 05.2014
Bookkeeping Assistant
Slade Gertz And Associates
01.2005 - 03.2007
Technical Certificate - Project Management
Mid State Technical College
Associate of Applied Science - Business Management/ Entrepreneurship
Mid State Technical College
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