Geneva Scott
Charlotte,NC
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
22
22
years of professional experience
Work History
Team Lead
Optum/Change Healthcare
03.2019 - Current
- Encouraging, supporting, and motivating team members
- Analyze information and evaluate assigned claims
- Build rapport with attorneys, carriers, and patients
- Create reports, analyze data, identify lost revenue
- Identify potential cases, Expedite case resolution, track progress and report performance
- Interpret and calculate lien laws
- Handle escalated calls, emails, complaints, and questions
- Manage multiple projects/reports simultaneously
- Evaluate, negotiate, and resolve claims within delegated authority
- Follow up on aging claims carrier/insurance companies
- Review and open case files
- Prepare correspondence including sending notice letters to attorneys, carriers, and patients
- Communicate both orally and written with attorneys and insurance carriers
- Troubleshoot and resolve issues with clients’ billing
- Negotiate Files with high dollar claims
- Examine claims forms and other records to determine insurance coverage
- Respond to Attorneys and insurance company for settlement offers/counter offers
- Investigate coverage and liability of claims through telephone, automated correspondence, and/or personal contact with patients, attorneys, insureds.
Client Service Leader/Office Manager
HR Block
01.2002 - 04.2019
- Analyze reports for tracking production and productivity
- Completing schedules for staff, Leading Team up to 30 people
- Compute taxes owed or overpaid, using adding machines or personal computers, tax form instructions and tax tables
- Consult tax law handbooks or bulletins to determine procedures for preparation of a typical and complex returns
- Demonstrate expertise providing training and feedback, engagement and developing talent
- Establish client relationships through employees and following up with office operations
- Host Marketing and Networking Events - Follow up on lead generation
- Interview clients to obtain additional information on taxable income and deductible expenses
- Oversee Client Resolutions and manage complaints
- Prepare or assist in preparing simple to complex tax returns for individuals or small businesses
- Provide Feedback & Employee Performance Appraisals/ Coach & Development Support Staff
- Audit calls and templates for accuracy.
- Designed training programs for new hires, expediting their integration into the team and enhancing their skill set.
- Created customer support strategies to increase customer retention.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Customer Data Associate
Optum Subrogation/Ingenix Subrogation
09.2001 - 05.2018
- Contact insured or other involved persons to obtain missing information
- Examine claims forms and other records to determine insurance coverage
- Identify potential cases, Expedite case resolution, track progress and report performance
- Interpret correspondence with claimants, witnesses, police, physicians, or other relevant parties
- Provide customer service, such as limited instructions on proceeding with medical claim
- Recover accident-related medical and disability expense
- VCC High Volume Call Center Setting/ High Demand Call Center Experience/Auto dialer.
- Compiled information and input into database.
Education
Bachelor of Science - Business Administration And Management
Cardinal Stritch University
Milwaukee, WI05.2018
Associate of Science - Entrepreneurial Studies
Milwaukee Area Techinal College
Milwaukee12.2014
Skills
- CPT/ICD10
- EPIC
- Champ
- Nebo
- Ecare
- Assurance
- Outlook
- Teams
- Microsoft
- Excel
- Power point
- ISO
- Unet
- Cosmos
- Facets
- Subrotrack
- Medical Terminology
- Kronos
- Production Monitoring
- Schedule Management
- Trend Tracking
- Performance Monitoring
- Invoice Verification
- Employee Evaluation
- Key Performance Indicators
- Coaching and Mentoring
- Marketing Knowledge
- Performance Improvement
- Complaint Resolution
- Goal setting
- Task prioritization
- Conflict resolution
- Relationship building
- Active listening
Accomplishments
- Certificate in Leadership
- Certificate in Entrepreneurship
- Certificate in Banking & Finance
Timeline
Team Lead
Optum/Change Healthcare
03.2019 - Current
Client Service Leader/Office Manager
HR Block
01.2002 - 04.2019
Customer Data Associate
Optum Subrogation/Ingenix Subrogation
09.2001 - 05.2018
Bachelor of Science - Business Administration And Management
Cardinal Stritch University
Associate of Science - Entrepreneurial Studies
Milwaukee Area Techinal College
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