FELICIA CROOKS
Houston,TX
Summary
Consummate Claims Associate knowledgeable in auto insurance coverage, policy terms and conditions. Tactful Claims Specialist with expertise in settlement preparation, claims processing and appeal filing. Committed to maintaining customer satisfaction and contributing to company success.
Overview
40
40
years of professional experience
Work History
Insurance Claims Specialist
GEICO
2017.03 - 2023.10
- First point of contact for customers involved in accidents
- Verify accident facts, determine policy coverage, and review insurance contracts
- Help settle claims where there are no injuries and everyone agrees to accident details.
- Followed up with customers on unresolved issues.
- Provided advice to customers regarding claims, rights and insurance processes to prevent disputes.
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
Pre Verification Specialist
East Texas Medical Center - EMS
2015.06 - 2016.10
- Pre-verify medical insurance for ambulance trips.
- Verified client information by analyzing existing evidence on file.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Determined appropriateness of payers to protect organization and minimize risk.
- Complied with HIPAA guidelines and regulations for confidential patient data.
Customer Support Professional
Convergys, Global Stream International
2012.12 - 2015.04
- Took inbound calls to troubleshoot customer issues via chat email and voice
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Assisted customers with problem solving and general inquires.
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
Corrections Officer IV
Texas Department Of Criminal Justice
2008.09 - 2011.03
- Supervised inmates during all activities and transfers to monitor compliance and implement corrective actions.
- Effectively interacted with staff, offenders, visitors and public to maintain security within facility.
- Conducted pat downs and strip searches of inmates and visitors to prevent contraband from entering facility.
- Routinely counted inmates and in response to potential security breaches.
- Documented prisoner identification, charges and inmate disturbance incidents.
- Monitored radio transmissions between staff to respond immediately to directions and emergencies.
Mail Processing Clerk
United States Postal Service
2005.10 - 2007.10
- Used automated mail processing equipment to sort and collate mail.
- Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
- Weighed letters and packages and calculated costs based on classification, weight, and destination.
- Proved successful working within tight deadlines and a fast-paced environment.
Clerk III
Texas Department of Criminal Justice
2003.12 - 2005.08
- Sort, open, scan and inspect offender correspondence; sort and deliver unit departmental and offender mail
- Issued postage and writing material to indigent offenders and offenders on commissary restriction; performed data entry, retrieval and data searches; and maintained automated data regarding postage and supplies
- Assisted in preparing forms related to offender correspondence processing and mail room operations; maintained record and files; and moved boxes and mail bags
- Answered inquiries regarding routine mail room procedures; and maintained contact with the United States Postal Service personnel and private mail carriers.
Business Service Associate
Trinity Mother Frances Hospital
2000.05 - 2003.03
- Maintained a medical records tracking system withing the medical facility
- Analyzed medical records for completion and enter information into facility database
- Ensured proper sequence of loose leaf documents in patient chart
- Prepared and consolidated emergency room visits with corresponding ancillary reports
- Processed medical information for release and maintain logs
- Pulled medical charts for patient appointments
- Pulled medical records for archiving.
Outpatient Clerk
University of Texas Health Center at Tyler
1998.09 - 2000.04
- Scheduled clinic and ancillary appointments
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Updated patient information and insurance details for accurate electronic medical records.
- Prepared patient charts by gathering and organizing medical records ahead of appointments.
Medical Record Technician
UTMB Galveston / TDCJ-ID
1995.10 - 1998.09
- Protected the security of medical records to ensure that confidentiality is maintained
- Reviewed records for completeness, accuracy, and compliance with regulations
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Kept accurate log of requests for medical information and records.
- Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
Secretary/Typist
Richmond County, Family and Children Srvs
1994.01 - 1995.08
- Screened referrals for program eligibility
- Compiled packets for participant folders
- Verified accuracy of invoices submitted by child care vendors
- Inventoried and ordered supplies.
Patient Administration Specialist
United States Army
1983.08 - 1992.05
- Verified patient insurance eligibility and entered patient information into system.
- Answered incoming calls, scheduled appointments and filed medical records.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Facilitated communication between patients and various departments and staff.
- Followed document protocols to safeguard confidentiality of patient records.
Education
Associate of Applied Science - Health Information Technology
Tyler Junior College
Tyler, TX05.2016
Certificate of Proficiency - Health Information Technology
Tyler Junior College
Tyler, TX12.2014
Skills
- Settlement Determinations
- Compliance Management
- Coverage Assessments
- Documentation Review
- Accident Investigations
Additional Information
- Honors & Activities, Army Achievement Medal. Good Conduct Medal. National Defense Service MedalAdditional InformationDetailed References
Timeline
Insurance Claims Specialist
GEICO
2017.03 - 2023.10
Pre Verification Specialist
East Texas Medical Center - EMS
2015.06 - 2016.10
Customer Support Professional
Convergys, Global Stream International
2012.12 - 2015.04
Corrections Officer IV
Texas Department Of Criminal Justice
2008.09 - 2011.03
Mail Processing Clerk
United States Postal Service
2005.10 - 2007.10
Clerk III
Texas Department of Criminal Justice
2003.12 - 2005.08
Business Service Associate
Trinity Mother Frances Hospital
2000.05 - 2003.03
Outpatient Clerk
University of Texas Health Center at Tyler
1998.09 - 2000.04
Medical Record Technician
UTMB Galveston / TDCJ-ID
1995.10 - 1998.09
Secretary/Typist
Richmond County, Family and Children Srvs
1994.01 - 1995.08
Patient Administration Specialist
United States Army
1983.08 - 1992.05
Associate of Applied Science - Health Information Technology
Tyler Junior College
Certificate of Proficiency - Health Information Technology
Tyler Junior College