Jennifer Crouch
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
Work History
Workers Compensation Department Manager
Rainwater Holt & Sexton Law Firm
06.2022 - 09.2024
- Oversaw management processes,
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
- Established clear performance expectations for staff members which led to increased accountability.
- Evaluated employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
- Enhanced department efficiency by streamlining processes and implementing time-saving strategies.
- Led a team of professionals to consistently achieve or exceed performance targets.
- Increased productivity by identifying bottlenecks and implementing targeted solutions.
- Coordinated training programs for new employees, significantly reducing learning curve and enhancing productivity.
- Enhanced team productivity by implementing streamlined workflow processes.
- Facilitated team meetings to ensure alignment with organizational goals and to foster open communication.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
Workers Compensation Case Manager
Rainwater Holt & Sexton Law Firm
10.2019 - 06.2022
- Assisted in drafting persuasive arguments for motions, briefs, and other legal documents to advance the client''s position effectively.
- Liaised with court personnel to schedule hearings, depositions, or mediations while avoiding conflicts or delays in proceedings.
- Enhanced legal team''s effectiveness by providing comprehensive research support on relevant laws, regulations, and precedents.
- Improved client satisfaction by maintaining detailed records, enabling quick retrieval of essential documentation when needed.
- Facilitated attorney-client meetings by preparing necessary materials, allowing for focused discussions on case strategy and progress.
- Conducted thorough investigations into opposing parties'' claims, uncovering critical evidence that supported our clients'' cases.
- Ensured seamless transition of cases between attorneys by maintaining comprehensive case files with all necessary documentation readily available.
- Provided exceptional customer service by addressing clients'' concerns promptly and professionally throughout their cases'' durations.
- Reduced client wait times for case updates through regular communication and prompt followups.
- Managed complex caseloads with multiple deadlines, ensuring timely completion of all tasks and filings.
- Collaborated with attorneys to develop successful case strategies, resulting in favorable outcomes for clients.
- Maintained strict confidentiality of sensitive client information, adhering to ethical guidelines and professional standards at all times.
- Revised and finalized letters, briefs, and memos.
- Contacted clients to schedule appointments and discuss progress of cases.
- Communicated pertinent information to clients via phone, email, and mail.
- Produced legal documents such as briefs, pleadings and appeals.
- Assisted attorneys with reviewing and organizing witness reports.
Customer Operations Manager
Advanced Tissue
01.2014 - 04.2019
- Analyzed operational and financial data to identify business insights and opportunities for process improvement.
- Implemented quality control measures to ensure accuracy in all customer interactions, reducing errors and enhancing satisfaction rates.
- Collaborated with sales teams on strategies for upselling and retaining customers, increasing overall revenue generation.
- Assessed staffing needs based on workload fluctuations and planned strategic hiring initiatives accordingly.
- Led regular team meetings to review performance metrics, discuss upcoming initiatives or changes in procedures, fostering open communication among staff members.
- Streamlined team communication for improved collaboration, leading to faster issue resolution and increased customer retention.
- Transformed strategy into standard practice with measurable KPIs.
- Mentored team members to advance their skills and knowledge, fostering growth within the company.
- Maintained thorough documentation of policies and procedures to enhance consistency and transparency across the team.
- Managed daily workflow of the customer support team, ensuring timely response and resolution of customer inquiries.
- Developed comprehensive training programs for new hires, contributing to a knowledgeable and skilled workforce.
- Enhanced customer satisfaction by implementing efficient operational processes and addressing customer concerns promptly.
- Promoted a culture of continuous improvement by encouraging feedback from staff members and taking action on their suggestions, fostering employee engagement and motivation.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reduced operational risks while organizing data to forecast performance trends.
Commercial Insurance Benefits Verification
Advanced Tissue
11.2009 - 01.2014
- Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Updated patient records with accurate, current insurance policy information.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Improved communication between medical staff and patients by explaining insurance benefits and financial responsibilities.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Managed high-volume insurance verifications within pressured timeframes for productive medical operations.
- Collaborated with team members to resolve discrepancies in insurance verification, ensuring proper billing practices.
- Increased patient satisfaction by promptly addressing concerns regarding insurance coverage or billing issues.
- Assisted patients with understanding personalized insurance coverage and benefits.
- Demonstrated a high level of professionalism and attention to detail in all aspects of insurance verification specialist role, consistently exceeding performance expectations.
- Achieved insurance pre-authorizations to enable timely patient procedures.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Implemented improvements to existing verification processes, increasing accuracy rates while reducing time spent on manual tasks.
- Supported timely claims processing by submitting accurate and complete documentation to insurance companies.
- Improved claim submission times by streamlining verification and authorization process.
- Streamlined insurance verification process, reducing wait times for patients and medical staff.
- Enhanced patient satisfaction by providing clear explanations of insurance benefits and coverage.
- Maintained up-to-date knowledge of insurance policies and changes, aiding in accurate verification.
- Optimized use of insurance verification software, leading to faster processing times.
Education
High School Diploma -
Benton High School
Benton, AR06-1989
Skills
- Customer Service
- Staff Management
- Team Supervision
- Problem-Solving
- Goals and performance
- Training and mentoring
- Customer Engagement
- Operations Management
- Strategies and goals
- Team Leadership
- Team Development
Timeline
Workers Compensation Department Manager
Rainwater Holt & Sexton Law Firm
06.2022 - 09.2024
Workers Compensation Case Manager
Rainwater Holt & Sexton Law Firm
10.2019 - 06.2022
Customer Operations Manager
Advanced Tissue
01.2014 - 04.2019
Commercial Insurance Benefits Verification
Advanced Tissue
11.2009 - 01.2014
High School Diploma -
Benton High School
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