Jana Mallory

Dispatched Armored Services by answering multiple lines incoming calls providing security combination & codes for our ATMs/VAULTS/SAFE/ etc.

Opening & closing over 200 service tickets per day providing clients with updates and daily routes for scheduled serviced.

Proving keys to Branches and Security Techs.

Creating daily challenge report through excell for all our USA service branches (banks, Disney World, Restaurants, Convenient stores, Retail Stores, Gas Station, etc).

Coordinates with drivers with any breakdown or incident/investigating any misplace delivery.

Escalations/Follow Ups/Collections Documented and communicated between service techs and customer Assisted.


Displayed high quality customer service by assisting customers, and handled confrontational or stressful situations with all parties involved(Clients/Security Techs/ and customer).

Scanned completed documentation and mailed bills, by processing dispatched contracts, policies, invoices and checks to provide proof of transactions and make sure there entered into system database.


Verified insurance claims and determined fair amount for settlement.

Use all tools (Microsoft word, excel, outlook, JDE, Cashtrak, S&G, Teams.) to make sure all tasks is done to company's standard.

Trained new dispatchers on company protocols to contributing to a well-prepared team of professionals.

Demonstrate full understanding of HMO/PPO plans.

Answering incoming calls from New / Existing customers, handling about 130 calls daily with a average handle time of 3mins a call.

Managed large volume of medical claims on daily basis.

Prepared insurance claim forms or related documents and reviewed for completeness.

Provided excellent customer service to both patients and healthcare providers during the entire claims process.

Enhanced accuracy of processed claims with meticulous attention to detail and knowledge of coding systems.

Processing patients payments to accounts and maintained records.

Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.

Modified, updated and processed existing policies. Assured timely verification of insurance benefits prior to patient procedures or appointments.

Document patient scheduled medical appointment / emergency transportation/referrals/and authorizations.

Update patient demographic insurance record/
Assist patient with test procedure and lab test.

Streamlined communication channels between medical professionals and insurance carriers to expedite claim resolutions.

Maintained confidentiality of patient finances, records, and health statuses.

Proved successful working within tight deadlines and a fast-paced environment.

Resolved problems, improved operations and provided exceptional service.

Paid attention to detail while completing assignments.

Managed time efficiently in order to complete all tasks within deadlines.

Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.

Implemented improvements to existing verification processes, increasing accuracy rates while reducing time spent on manual tasks.

Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.

Communicated verification and authorization status updates with department to facilitate decision-making for patient admissions and insurance coverage.

Optimized productivity within the department by prioritizing tasks according to urgency and importance levels.

Increased patient satisfaction by promptly addressing concerns regarding insurance coverage or billing issues.

Conducted regular audits of processed claims, identifying areas for improvement and making recommendations to enhance overall efficiency and accuracy.

Contributed to company''s bottom line by reducing write-offs due to incorrect or outdated insurance information through diligent verification efforts.

Answered phone calls and messages for physician & medical facility, scheduling appointments, and handling patient inquiries.

Updated patient records with accurate, current insurance policy information.

Performed various administrative tasks by filing, copying and faxing documents.

Organized and maintained patient chart filing system to promote quick data finding for staff.

Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.

Processed medical insurance claims and payments.

Maintained up-to-date knowledge of industry trends, changes in regulations, and benefit updates to provide accurate guidance to clients.

Coordinated referrals through insurance and other medical specialists and documented details in patient charts.

Supported timely claims processing by submitting accurate and complete

documentation to insurance companies.
Developed strong relationships with

insurance representatives, facilitating smooth communication channels for resolving inquiries or disputes.

Processed customer service orders promptly to increase customer satisfaction.

Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Developed customer service policies and procedures to meet and exceed industry service standards.

Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Met customer call guidelines for service levels, handle time and productivity.

Responded proactively and positively to rapid change.

Maintained up-to-date knowledge of product and service changes.

Exhibited high energy and professionalism when dealing with clients and staff.

Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Cross-trained and backed up other customer service managers.

Adaptable and proficient in learning new concepts quickly and efficiently.

Demonstrated respect, friendliness and willingness to help wherever needed.

Excellent communication skills, both verbal and written.

Developed strong communication and organizational skills through working on group projects.

Worked well in a team setting, providing support and guidance.

Demonstrated creativity and resourcefulness through the development of innovative solutions.

Managed time efficiently in order to complete all tasks within deadlines.

Applied effective time management techniques to meet tight deadlines.

Demonstrated leadership skills in managing projects from concept to completion.