Joanne Lussier-Elmore
Clifton Park
Summary
Detail-oriented Death Claims Examiner with extensive experience in claims evaluation and processing. Known for enhancing operational efficiency and customer satisfaction through effective communication and critical thinking.
Overview
37
37
years of professional experience
Work History
Death Claims Examiner
Nassau Life Insurance Company
Albany, NY
04.1996 - Current
- Analyzed complex insurance claims to determine eligibility and compliance with policy guidelines.
- Mentored junior examiners on best practices for claims evaluation and regulatory requirements.
- Implemented quality assurance measures, increasing accuracy in claim determinations across departments.
- Handled sensitive information with discretion, ensuring confidentiality of personal and financial details for claimants throughout the claims examination process.
- Developed strategies to streamline claims processing workflows, enhancing operational efficiency.
- Participated in cross-functional team meetings to address organizational challenges related to claims management and develop solutions collaboratively.
- Reduced claim processing time by implementing efficient workflow strategies and prioritizing tasks effectively.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information on claim status.
- Finalized death claim files for insurance claim payment release.
- Provided exceptional customer service by empathetically addressing claimants' concerns and effectively explaining the claims process to them.
- Conducted thorough investigations of complex claims, gathering and reviewing relevant documentation.
- Assisted in the development of training materials for new Claims Examiners, fostering a supportive learning environment.
- Managed caseloads effectively while maintaining high-quality work standards and meeting strict deadlines consistently.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Examined claims forms and other records to determine insurance coverage.
- Prepared claim documents for managers or legal personnel.
- Handled status calls from customers and other stakeholders about the death claim processes.
Co-owner
Brady's Wood Floors LLC
Clifton Park, NY
04.2000 - 01.2016
- Managed budgeting and financial planning, ensuring sustainable business growth and profitability.
- Established strong supplier relationships to secure quality materials at competitive prices.
- Collaborated with co-owner on strategic planning initiatives for long-term business success.
- Ensured accurate record-keeping for financial transactions, maintaining organized documentation for easy reference during audits or other inquiries.
- Established foundational processes for business operations.
- Implemented regular performance reviews for staff members to address concerns proactively and provide constructive feedback for continuous improvement.
- Negotiated favorable contracts with suppliers, resulting in reduced costs and improved product quality.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Senior Trainer
Cohoes Savings Bank
Cohoes, NY
06.1989 - 04.1996
- Developed and delivered comprehensive training programs for new hires.
- Mentored junior trainers, fostering a culture of learning and knowledge sharing within the team.
- Established standard operating procedures for training delivery, ensuring consistency and quality across all sessions.
- Oversaw day-to-day functions of training department.
- Developed and implemented lesson plans and teaching aids such as reference materials and videos.
- Facilitated ongoing professional development workshops to improve employee skills and knowledge retention.
- Evaluated training effectiveness through participant feedback and performance assessments, driving continuous improvement.
- Provided in-house training to new employees concerning maintenance of standardized training approaches.
- Lead special seminars for different types of employees.
- Promoted knowledge sharing across the organization by creating collaborative learning environments and resources.
- Increased employee competency by developing and delivering comprehensive training programs.
- Analyzed and evaluated training effectiveness and program outcomes.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Developed lesson plans, instructional materials and written practice tests for New Teller and Customer Service training courses.
Education
No Degree - Business Administration
College of St Rose
Albany, NYAssociate of Applied Science - Music, Concentration in Business
Schenectady County Community College
Schenectady05-1990
Associate of Science - Performing Arts: Music, Concentration in Education
Schenectady County Community College
Schenectady05-1989
High School Diploma -
Shenendehowa Central Schools
Clifton Park06-1987
Skills
- Computer skills; Microsoft Office Suite
- Insurance policy knowledge and interpretation
- Automated work distributor (AWD), Open Text (OT)
- Claims evaluation and processing wit attention to detail
- Customer service and support
- Critical thinking, problem-solving and decision-making
- Team leadership and collaboration
- Report and records review
- Team Training, coaching and mentoring
- Case presentation
- Title examination
- Time management and organizational skills
- Effective communication
Timeline
Co-owner
Brady's Wood Floors LLC
04.2000 - 01.2016
Death Claims Examiner
Nassau Life Insurance Company
04.1996 - Current
Senior Trainer
Cohoes Savings Bank
06.1989 - 04.1996
No Degree - Business Administration
College of St Rose
Associate of Applied Science - Music, Concentration in Business
Schenectady County Community College
Associate of Science - Performing Arts: Music, Concentration in Education
Schenectady County Community College
High School Diploma -
Shenendehowa Central Schools