Dorothy McCabe

• Managed claims inquiries, providing timely and accurate information to policyholders.
• Managed multiple software systems comfortably for efficient data entry, retrieval of information needed during calls.
• Delivered exceptional customer support during stressful situations, demonstrating empathy and professionalism under pressure.
• Played an instrumental role in reducing overall call wait times within the department by consistently meeting performance metrics.

• Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
• Managed high-volume calls while maintaining professionalism and adherence to service standards.
• Acted as third party call center to assist with 2 health plans: Healthy CT and Harvard Pilgrim.

• Introduced members of health plan by making outbound calls and/or answering inbound calls. Gave pertinent information about plans to members and taking health survey to retrieve personal needs of the members to give to nurse practitioners.

• From information on quotes, developed policy for coverages on land such as constructions sites.
• Research state guidelines for each policy while figuring prices and clarifying with broker offices if unclear.

• Collected and analyzed data to support decision-making processes within insurance operations.
• Developed and maintained databases to ensure accurate information retrieval and reporting.

Began career as New Business Processor, inputting information into system accurately and quickly for underwriter review. (4 yrs)

Was promoted to User, which involved expanding and adding medical information, as well as financial info, while perusing detailed info on applications. During merger , position was deleted. (1 year)

Performed duties of Insurance Assistant, ordering blood tests, sending paperwork for scanning into paperless environment, handling calls from broker offices. (5 yrs)

Was member of Personal History Interviewers, making calls to prospective applicants, retrieving detailed info on occupations, health information, and financial information for underwriters. (5 yrs.)

Performed duties of Insurance Specialist, giving updates on underwriting process to brokers and/or informing of necessary documents needed, while keeping to deadline of 90 days from submissions. Answering calls from brokers on all cases if assigned rep was not available.

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