EBONY COOPER
Douglasville,GA
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Property Desk Adjuster
Southern Claims Solutions
10.2022 - 01.2023
- Investigated claims by reviewing policy contracts to determine claim coverage based on cause and facts of loss.
- Carefully reviewed claim information to verify accuracy and avert fraudulent claims.
- Developed and maintained working relationships with independent adjusters and contractors to assist in prompt claims handling.
- Examined claims forms and other records to determine insurance coverage.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Coordinated and managed field investigations, outside engineers, contractors, and cause and origin experts.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
Claims Generalist Associate
Progressive
11.2021 - 10.2022
- Interviewed insured, claimant and witnesses for information.
- Examined claims forms and other records to determine insurance coverage.
- Maintained suspicious claims database and prepared reports for supervisors.
- Verified insurance claims and determined fair amount for settlement.
- Investigated claims involving potential and suspected fraudulent activities.
- Reported to management on customer problems, field conditions, safety issues and policy problems.
- Coordinated with local body shops to assign repair jobs and obtained rental vehicles for customers for duration of restoration process.
- Examined photographs and surveillance and any other documents relating to claims.
- Issued payouts to claimants.
- Determined salvage value on total-loss vehicle.
Patient Financial Services Representative
WellStreet Urgent Care
02.2019 - 11.2021
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Responsible for supporting all aspects of the Revenue Cycle for Wellstreet Urgent Care Center.
- Mentors, orients, and trains new staff members.
- Set positive example for team members by providing high-quality, efficient service.
- Keep team informed of performance via knowledge and articulation of key metrics.
- Responsible for escalations and secondary reviews of accounts that require additional examination.
Account Resolution Specialist
Wellstar Heath System
02.2018 - 01.2019
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Trained newly hired patient financial representatives.
- Supervised team of 15 patient financial representatives.
- Recruited, hired and coached employees to offer high-quality, cost-effective care to all customers.
- Responsible for escalation calls and secondary reviews of accounts that require additional examination.
- Inputted accurate patient insurance, billing and payment information in Epic.
City Mail Carrier
United States Postal Service
06.2014 - 10.2017
- Supervised carrier activities, evaluated daily workload and made carrier and route assignments.
- Participated in the recruitment of new employees thru the application and interviewing process.
- Participated in record-keeping of work hours, mail volume, accidents and injury occurrences as well as personnel time and attendance.
- Maintained compliance with company policies, objectives, and communication goals.
- Conducted weekly stand-up talks to employees relevant to their jobs.
- Oversaw all mail was dispatched in the evening and any accountable mail was securely locked up.
HR Analyst
Staffmark
03.2013 - 01.2014
- Handled approximately 60 calls per day or not present for face to face interviews
- Ensured candidate calls were properly handled and documented in a timely manner Actively engaged candidates during screening to identify relevance, culture fit, and strong customer service skills
- Effectively graded each caller to ensure the best candidates are selected for various roles within the organization
- Documented results of each call with a standard for completion of 40 seconds A source of information to potential employees;
- Recruited, interviewed, and selected the most qualified candidates to present to managers;
- Fostered a teamwork/open-door environment conducive to positive dialogue across the department;
- Demonstrated the ability to maintain confidentiality and exercise discretion and sound judgment;
- Identified, researched, and created non-traditional sources and methods of attracting candidates;
- Managed the recruiting process to maximize recruiting results; Developed and administered recruiting plans; us cellular
Customer Service Representative
US Cellular
01.2010 - 01.2013
- Managed a high call volume of approximately 45-60 calls per day
- Answered inquiries by clarifying desired information; researching, locating, and providing information
- Resolved problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions and escalating unresolved problems Fulfilled requests by clarifying desired information, completing transactions and forwarding requests
- Sold additional services by recognizing opportunities to up-sell accounts and explaining new features
- Maintained call center database by entering information Key Results:
- Enhanced organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments;
- Provided answers to questions, research and take pro-active action for concerns and complaints, foster communication between and supervisors;
- Fostered teamwork/open-door environment conducive to positive dialogue across the organization;
- Maintained the ability to plan and organize multiple projects simultaneously in a highly demanding environment.
Patient Registration Representative
Silver Cross Hospital
04.2007 - 01.2010
- Obtained signatures on legal consents and insurance forms before any treatment Collected all co-payments and unmet deductibles.
- Set up patients in system by documenting key data, confirming eligibility and verifying insurance benefits.
- Collected payments and co-pays from customers using large variety of insurance programs, adjusting amounts based on specific plan directives.
- Accurately inputted patient and insurance information into company's computer system.
- Verified insurance benefits and coverage for inpatients and outpatients Verified patient's identity by checking identification; prepared and placed identification bands on all patients.
- Served and protected the hospital community by adhering to professional standards, hospital policies and procedures, federal, state, and local requirements and ICHAO standards.
- Explained financial responsibilities to patients as well as payment options and potential collection procedures imposed upon patients and other responsible parties.
- Imaged and scanned patient and registration documentation into electronic patient record.
- Visited patients' rooms to collect insurance and financial information required for registrations.
- Maintained the ability to plan and organize multiple projects simultaneously in a highly demanding environment.
- Demonstrated the ability to maintain confidentiality and exercise discretion and sound judgment.
Education
GED -
Will County Regional Office of Education
Joliet, IL11.2006
Skills
- Time Management
- Personnel Training and Development
- Staff Management
- Effective Workflow Management
- Exceptional Telephone Etiquette
- Staff Training
- Superior Computer Skills
Certification
- State Farm Auto & Property Certified
- Florida State Claims Adjuster License
- Georgia State Claims Adjuster License
- Alabama State Claims Adjuster License
Additional Information
- Computer Skills: Xactimate, Microsoft, Word, Excel, Epic
Timeline
Property Desk Adjuster
Southern Claims Solutions
10.2022 - 01.2023
Claims Generalist Associate
Progressive
11.2021 - 10.2022
Patient Financial Services Representative
WellStreet Urgent Care
02.2019 - 11.2021
Account Resolution Specialist
Wellstar Heath System
02.2018 - 01.2019
City Mail Carrier
United States Postal Service
06.2014 - 10.2017
HR Analyst
Staffmark
03.2013 - 01.2014
Customer Service Representative
US Cellular
01.2010 - 01.2013
Patient Registration Representative
Silver Cross Hospital
04.2007 - 01.2010
GED -
Will County Regional Office of Education
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