GENEVA THOMAS
Madison,MS
Summary
Dynamic Case Manager II at Genesis Motor America with a proven track record in problem-solving and case documentation. Expertly managed 30-50 cases weekly, achieving a low claim reopen rate. Recognized for enhancing client satisfaction through effective communication and timely follow-ups, ensuring compliance and high-quality service delivery.
Overview
18
18
years of professional experience
Work History
CASE MANAGER II (WFH)
GENESIS MOTOR AMERICA
05.2021 - 05.2025
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Process remibursmnent claims
- Review Lemon Law Claims.
- Close claims within 10 days with a low reopen rate.
- Process 250 more activities a week on cases.
- Follow up with Retailers, Service Technicians, Engineers to assist with the vehicle repairs.
- Great communication with the guests.
- Data entry daily.
- Follow up with the guest promptly about vehicle status.
- Work 30-50 cases weekly.
- Assist agent with claims.
- Process up to 100 emails daily.
- Exhaust all option before reaching out to supervisor.
Customer Service Representative (WFH)
Young Williams
09.2020 - 04.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Assist guests with SNAP and child support benefits
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Data entry daily.
- Received 50-100 calls daily.
Customer Service Representative (WFH)
Medical Transportation Management
02.2018 - 08.2020
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assist the guest with scheduling medical appointments.
- Assist the guest with scheduling transposrttion to the appointment.
- Follow up with the guest after the medical appointment.
- Data Entry.
- Process emails daily.
Team Lead
Xerox (Conduent)
09.2014 - 09.2017
- Process Medicaid claims for Alaska, Hawaii.
- Assisted members with their premium, billing and medications
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Worked under small supervision.
- Provided excellent customer service.
Chiropractic Office Assistant
Matthews Chiropractor Clinic
02.2007 - 02.2011
- Managed financial transactions accurately, reconciling day-to-day receipts from cash payments or insurance claims reimbursements.
- Assisted in marketing efforts to attract new clients to the chiropractic practice through social media engagement and community outreach events participation.
- Helped maintain a positive online presence for the chiropractic office by encouraging satisfied patients to leave reviews on various platforms.
- Knowledgeable of Medicaid and Medicare claims.
- Data entry.
Education
Business Administration
Holmes Community College
RidgelandAssociate of Science - Business Administration And Management
Virginia College
Jackson, MS06-2004
High School Diploma -
Madison Central High School
Madison, MS05-1993
Skills
- Problem-solving
- Case management
- Time management
- Case documentation
Timeline
CASE MANAGER II (WFH)
GENESIS MOTOR AMERICA
05.2021 - 05.2025
Customer Service Representative (WFH)
Young Williams
09.2020 - 04.2021
Customer Service Representative (WFH)
Medical Transportation Management
02.2018 - 08.2020
Team Lead
Xerox (Conduent)
09.2014 - 09.2017
Chiropractic Office Assistant
Matthews Chiropractor Clinic
02.2007 - 02.2011
Business Administration
Holmes Community College
Associate of Science - Business Administration And Management
Virginia College
High School Diploma -
Madison Central High School
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