Joanne Leon
Valrico,FL
Summary
Highly trained professional with a background in Human social service, insurance benefit documentation, and obtaining claims. Insurance Verification Specialist is known for handling various office tasks. Assisting customers with renewals, claims, and new policies. Interpreting and explaining Social Security insurance policy details to customers. Proficient in company software related to Medicare issues combined with a reliable nature and resourceful approach to problem-solving. Honest Insurance Clerk with over 21 years of experience obtaining information from policyholders and assisting with claim forms. Outstanding clerical, mathematics, and interpersonal talents. Knowledge of Supplemental Security Income and Social Security insurance guidelines and regulations. Detailed Insurance Clerk with a demonstrated commitment to organization, service, and professionalism. Excellent computer and communication skills with exceptional knowledge of Social Security and Medicare insurance policies. Researching and resolving complex issues on beneficiaries, SSI claimants and Extra help with part D Medicare. Bringing 21 years of expertise in SSDI/SSI insurance.
Explanation and coverage tracking. A team player with a vast knowledge of medical terms and working with all types of personalities effectively. Offering dynamic organizational skills and attention to customers. Smart, reliable and possessing extensive Medicaid and non-Medicaid benefits knowledge. Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel. Hardworking and passionate job seeker with strong organizational skills eager to learn. Ready to help team achieve company goals. Experienced with Human Services with over 30 years of experience in customer relations. Excellent reputation for resolving problems and improving customer satisfaction. Offering excellent communication and good judgment. To seek and maintain part-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
27
27
years of professional experience
Work History
Bilingual Claims Specialist
Social Security Administration
Seffner , FL
09.2000 - 06.2021
- Followed up with customers on unresolved issues.
- Assist the public in person, remotely from home or by phone to establish entitlement to Social Security benefits. Provide, clarify and verify data used to analyze claims and make benefit entitlement decisions.
- Conducted full claim investigations and reported updates and legal actions.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Escalated files with significant indemnity exposure to supervisor for further investigation.
- Reported policy changes and company conditions affecting customer satisfaction.
- Making critical decisions to determine the amount of benefits paid to individuals
- Computed benefit amounts.
- Processed initial disability claims for children, adults, and aged beneficiaries.
- Processed medical reviews of claimants benefits and work disability reviews.
- Speaking with beneficiaries about their rights under the Social Security laws.
- Resolved and analyzed benefit problems and critical issues that included possible fraud with benefits.
- Gathering facts and evidence to establish eligibility for benefits.
- Using state-of-the-art computer technology to access and update information about claims.
- Processed immediate emergency payments and limited playability checks in office.
- Retrieved internet claims submitted by customers for further processing.
- Preformed reviews on reconsideration request, appeals and requests for hearings on initial and post entitlement of benefits.
- Processed enrollments and cancellations of Medicare benefits, premium payments, resolved billing issues and Medicare surcharge changes.
- Updated earnings and discrepancies.
- Specialized in Social Security cards issuance involving personal identifiable information, immigration documents and process decision to allow applicants to work in the USA.
Insurance Verification Specialist
American Insurance Group
Manchester , NH
02.2000 - 09.2000
- Responded to customer concerns and questions on daily basis.
- Executed billing tasks and recorded information in company databases.
- Used data entry skills to accurately document and input statements.
- Managed invoicing and payment processing operations.
- Handled account payments and provided information regarding outstanding balances.
- Monitored outstanding invoices and performed collections duties.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
- Received and sorted mail, prepared packages for delivery and scanned documents.
- Developed rapport with clients and vendors to cultivate loyalty and satisfaction.
- Generated financial statements and reports detailing accounts receivable status
- Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
- Verified vendor accounts by reconciling monthly statements and related transactions.
- Trained and mentored new team members and managers on accounts payable systems and policies to build cohesive groups and promote operational performance.
- Kept vendor files accurate and up-to-date to expedite payment processing.
- Created improved filing system to maintain secure client data.
- Utilized talents and expertise to complete on-time and accurate monthly closing processes, journal entries and accruals.
- Posted data and kept other records concerning costs of goods or services or shipment of goods.
- Paid vendors by monitoring discount opportunities and paid employees by receiving and verifying expense reports.
- Generated accounts payable reports for management review to aid in financial and business decision making.
- Managed efficient and accurate processing of invoices and check requests for [Number] of locations.
- Reconciled past due accounts achieving 98% reduction in outstanding invoices.
- Processed vendor and supplier payments on weekly basis.
- Disbursed petty cash by recording entries and verifying documentation.
- Collected data to complete detailed financial reports for stakeholders and management.
- Promoted consistent accuracy of billing information by reconciling accounts monthly.
- Inserted mail with manual methods and automated equipment for optimal efficiency.
- Assisted management with implementing new accounting software program.
- Verified accuracy of accounts payable payments, resulting in 90% reduction in payment errors and check reissues.
- Monitored equipment to check for proper operation.
- Encoded and canceled checks using bank machines.
- Improved accounts payable processes and achieved 100% reduction in late fees.
Copy Machine Meter Read Collector
IKON Office Solutions
Manchester, NH
02.1999 - 01.2000
- Used company software to transfer collected data to company databases daily.
- Answered questions regarding meter readings and deescalated over 50 situations regarding tickets or other information.
- Increased customer satisfaction rates by 100% through effectively communicating meter statuses and functionality with customers.
- Monitored collection data to collect past-due bills.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions in accounts payable.
- Checked accuracy of meters against previous data and kept detailed reports of inconsistencies.
Special Education Teacher Assistant
Wilson Elementary
Manchester, NH
08.1999 - 12.1999
- Prepared learning materials, helping teachers prepare for daily instruction.
- Applied specialized teaching techniques to reinforce social and communication skills.
- Supported student learning objectives through personalized and small group assistance.
- Maintained safety and security by overseeing students in recess environments.
- Kept classrooms clean, neat and properly sanitized for student health and classroom efficiency.
- Delivered personalized educational, behavioral and emotional support to individual students to enable positive learning outcomes.
- Documented student behaviors, interventions and outcomes to enable lead teacher to address pertinent issues.
- Monitored student actions and applied established interventions to redirect behavior and resolve conflicts.
- Provided mobility and personal care support to students with physical limitations.
- Handed out classroom materials, like pencils, paper and crayons.
- Oversaw students in classroom and common areas to monitor, enforce rules and support lead teacher.
- Provided support to help students with special needs learn and grow.
- Escorted students to different school locations to provide ongoing assistance.
- Helped classroom teachers achieve instructional objectives.
- Translated in Spanish during parent conferences and meetings.
- Communicated with students, teachers, staff and parents to main effective relationships for student and program growth.
- Monitored student classroom and outdoors activities to promote student safety.
- Set up visual aids, equipment and classroom displays to support teacher's lesson delivery.
- Conducted small group and individual classroom activities with students based on differentiated learning needs while carrying out IEP goals.
- Oversaw class of students in absence of instructor.
- Supported teacher in development of individual learning strategies.
- Played essential role in delivering individualized services and supporting instruction.
- Prepared instructional materials for group and one-on-one use to comply with established curriculum.
- Aided special education teachers in delivering important services for individuals with exceptionalities.
- Worked cooperatively with students of various culturally diverse backgrounds and learning styles.
- Built and maintained effective communication and relationships with students, teachers, support staff and parents.
- Increased proficiencies by attending professional developmental workshops on learning goals, classroom management, student motivation and engaging learning activities.
- Collaborated with teacher to create customized classroom environment integral to students' needs.
- Maintained student-centered, supportive environment in delivering learning experiences.
- Maintained inclusive learning environment to enable students to gain maximum benefit from lessons.
- Alerted instructor to student behavior or issues requiring intervention.
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Offered student support through special accommodations, extra assistance and assessments.
- Assisted in instructional processes by communicating perceptions of student progress and needs to teacher.
- Maintained positive attitude and affirmatively communicated with each student.
- Worked with students in home environments using tailored behavioral plan.
- Helped special education teachers determine specific needs for individuals with exceptional needs.
Call Center Supervisor
Answering Services Of New Hampshire
Manchester , NH
10.1997 - 12.1998
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Supervised 12 call center representatives in providing excellent customer service to callers requiring assistance for catalog orders, employment recruitment, and after hours Doctors answering services and complaint issues.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Trained team members on performance metrics and consumer behavior identification.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Managed scheduling for agents and product specialists to foster increased productivity.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Developed process controls and metrics for daily management of call center.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Collaborated with training team to maintain product support and certification training initiatives.
- Created team rotations to man center effectively during peak hours.
- Interpreted management directives to define and document administrative staff processes.
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Maintained call center equipment in good working order to maximize productivity.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Determined quality assurance benchmarks and set standards for improvement.
- Assisted in gathering facts and documents utilized during sales process.
- Effectively managed assigned cases, collecting and documenting details using the company software.
- Conducted performance reviews for call center representatives to reduce resolution times and improve customer satisfaction ratings.
- Established relationships and touch points with clients to promote retention.
- Created employee rewards for providing excellent customer services and team playing services
- Conducted performance reviews for call center representatives and monitored calls to reduce resolution times and improve customer satisfaction ratings.
Front End and Cashier Supervisor
Bradlees Department Store
Manchester, NH
06.1996 - 04.1997
- Greeted customers and responded to requests for information.
- Processed credit card, and gift certificate payments with electronic computer system.
- Helped customers complete purchases, locate items and join reward programs.
- Maintained organized and orderly front end and removed carts, baskets and debris.
- Handled customer complaints and concerns and escalated to direct supervisor for quick resolution.
- Operated register system to process new purchases, item returns and merchandise exchanges.
- Approached every question or concern with calm and level-headed approach.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Counted tills for beginning of shift with start money and balanced and reconciled register at end of shift.
- Answered questions about store policies and addressed customer concerns.
- Followed company policies, procedures and practices for accurate recordkeeping and loss prevention.
- Called for back up cashiers during peak times to minimize wait time for customers.
- Informed front end manager of equipment repair and replacement needs to maintain operations.
- Reviewed and resolved differences between accounting information and cash drawer.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Monitored self-checkout systems and provided assistance or intervention where required.
- Used POS system to enter orders, process payments and issue receipts.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Provided training and supervised up to 12 employees daily.
Temporary Associate
Temp Agency Of New Hampshire
Manchester , NH
12.1994 - 04.1996
- Worked varied hours, days, nights and weekends as business needs dictate.
- Maximized customer interactions by promptly identifying needs and wants.
- Increased customer satisfaction significantly within department.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
- Worked alongside retail representatives to enhance product presentations and advertising collateral.
- Frequently inspected production area to verify proper equipment operation.
- Decreased product defects by implementing quality assurance guidelines.
- Managed costs and quality in production factory enviornment.
Merchandise Associate
Kmart
Manchester, NH
02.1990 - 05.1990
- Transported merchandise to sales floor and restocked shelves, racks and bins.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Answered customer questions regarding store merchandise, department information and pricing.
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Created attractive displays to promote items.
- Prepared interesting and innovative visual displays to grab customer interest and promote sales.
- Updated pricing and signage to complete product displays and educate customers.
- Updated signage and price tags to reflect current sales.
- Built end caps and aisle displays to highlight products and support latest promotions.
- Inspected merchandise for quality and arranged proper display location on floor.
- Monitored inventory levels and kept adequate stock in product displays on sales floor.
- Verified products appeared at correct locations in proper quantities.
- Rotated manufacturer products.
Customer Service Associate
Dunkin Donuts
Manchester, NH
09.1989 - 05.1990
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
- Collaborated with store management and program leadership to suggest actionable improvements and corrective action plans.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Completed food preparations, maintained a clean environment to customers satisfaction
Education
Associate of Arts - General Studies
Hesser College
Manchester, NH01.1995
Certificate - Computer Applications And Bookkeeping
Compuskills
Bedford, NH05.1994
Skills
- Coverage assessments
- Settlement determinations
- Claims
- Documentation review
- Accident investigations
- Understanding of medical terms
- Prior authorization processing
- Documentation abilities
- Reporting skills
- Patient contact
- Account management
- Insurance coverage verification
- Data integrity
- Good Telephone Etiquette
- Data Entry
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Claims Specialist
Social Security Administration
09.2000 - 06.2021
Insurance Verification Specialist
American Insurance Group
02.2000 - 09.2000
Special Education Teacher Assistant
Wilson Elementary
08.1999 - 12.1999
Copy Machine Meter Read Collector
IKON Office Solutions
02.1999 - 01.2000
Call Center Supervisor
Answering Services Of New Hampshire
10.1997 - 12.1998
Front End and Cashier Supervisor
Bradlees Department Store
06.1996 - 04.1997
Temporary Associate
Temp Agency Of New Hampshire
12.1994 - 04.1996
Merchandise Associate
Kmart
02.1990 - 05.1990
Customer Service Associate
Dunkin Donuts
09.1989 - 05.1990
Associate of Arts - General Studies
Hesser College
Certificate - Computer Applications And Bookkeeping
Compuskills