Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

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
03.2017 - 10.2023
  • 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
06.2015 - 10.2016
  • 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
12.2012 - 04.2015
  • 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
09.2008 - 03.2011
  • 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
10.2005 - 10.2007
  • 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
12.2003 - 08.2005
  • 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
05.2000 - 03.2003
  • 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
09.1998 - 04.2000


  • 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
10.1995 - 09.1998
  • 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
01.1994 - 08.1995
  • 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
08.1983 - 05.1992
  • 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, TX
05.2016

Certificate of Proficiency - Health Information Technology

Tyler Junior College
Tyler, TX
12.2014

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
03.2017 - 10.2023

Pre Verification Specialist

East Texas Medical Center - EMS
06.2015 - 10.2016

Customer Support Professional

Convergys, Global Stream International
12.2012 - 04.2015

Corrections Officer IV

Texas Department Of Criminal Justice
09.2008 - 03.2011

Mail Processing Clerk

United States Postal Service
10.2005 - 10.2007

Clerk III

Texas Department of Criminal Justice
12.2003 - 08.2005

Business Service Associate

Trinity Mother Frances Hospital
05.2000 - 03.2003

Outpatient Clerk

University of Texas Health Center at Tyler
09.1998 - 04.2000

Medical Record Technician

UTMB Galveston / TDCJ-ID
10.1995 - 09.1998

Secretary/Typist

Richmond County, Family and Children Srvs
01.1994 - 08.1995

Patient Administration Specialist

United States Army
08.1983 - 05.1992

Associate of Applied Science - Health Information Technology

Tyler Junior College

Certificate of Proficiency - Health Information Technology

Tyler Junior College

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