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, AR
06-1989
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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