DAWN MARIE WATRY

• Strengthened client relationships by providing clear communication throughout claims process, ensuring all parties were well-informed of progress and outcomes
• Maintained compliance with industry regulations and standards by staying current on relevant laws, policies, and best practices for handling insurance claims
• Expedited claim resolutions through effective negotiation with clients, adjusters, and other stakeholders involved in the process
• Collaborated effectively with cross-functional teams to resolve complex cases involving multiple lines of business within the organization
• Responded to inquiries by answering questions, providing information and directing customers to appropriate resources
• Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
• Followed up with customers on unresolved issues.

Call Center Customer Representative

• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Responded to customer calls and emails to answer questions about products and services.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
• Reviewed, managed and updated, approximately 40-50 claims per week

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Managed high call volume with exceptional professionalism and efficiency.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Assisted call-in customers with questions and orders.
• Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Maintained and managed customer files and databases.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
• Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
• Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
• Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
• Investigated and resolved customer inquiries and complaints quickly.
• Managed approximately 30 incoming calls, emails per day from customers and vendors.

• Expedited release-of-information requests by verifying authorization forms and providing requested documents promptly.
• Demonstrated strong attention to detail while cross-referencing medical records for completeness and consistency, identifying potential errors and facilitating prompt resolution.
• Communicated effectively with staff by email and telephone.
• Maintained strict confidentiality of sensitive patient information in compliance with HIPAA regulations.
• Contributed to a team-oriented work environment by collaborating closely with colleagues on various projects related to medical records management.
• Travel to various hospitals and offices in the continental United States.

• Scan and upload medical records to a paperless system.

• Document missing files and any issues in obtaining medical records.

• Work and travel independently, communicating with company via phone/video conference.

Transferred and uploaded on average 50-501 records per day - depending on record documentation