Jocelyn Romero

● Served as primary client contact, promptly addressing and resolving inquiries, concerns, and updates.

● Gathered evidence including police reports, witness information/witness statement, medical records, and medical bills.

● Efficiently handled accident reporting and claims initiation across various automobile insurance providers

● Managed medical treatment to ensure consistent client care and adherence to policy limits.

● Communicated with insurance adjusters and attorneys to discuss claims.

● Organized and maintained electronic case files using the company's software/case management system.

● Supervised new case managers and provided support to clients as necessary

● Reviewed teams entire case load twice a month and offered constructive feedback to enhance performance

● Reviewed with managing attorney weekly to discuss pressing matters and ensure optimal handling of cases.

● Managed high volume of customer calls, screened new client leads and assisted with onboarding

● Provided compassionate and attentive guidance to clients during challenging moments of crisis and trauma.

● Collected, verified, recorded and processed client demographics, insurance policy, and accident details.

● Sent out email for every new client, to lead investigator and assigned case manager to ensure everyone was represented and accounted for.

● Followed up by email, call, and text to ensure client satisfaction, retention, and accurate completion of all forms.

● Managed a multi-line phone system and pleasantly greeted patients.

● Coordinated patient scheduling, check-in, check-out and payments for billing.

● Verified and updated patient insurance, demographic, and health history information.

● Assisted patients in filling out essential medical forms and documentation.

● Adhered to strict HIPAA guidelines to protect patient privacy.

● Maintained current and accurate medical records for patients.

● Supported office staff and operational requirements with administrative tasks.

● Transcribed phone messages and relayed to appropriate personnel.

● Worked with sensitive information during hard times for many parents and children, and provided ample support and resources.

● Provided exceptional customer service by effectively managing all front desk responsibilities including answering calls, responding to emails, and addressing inquiries.

● Responsible for managing insurance information, patient check-ins and check-outs, payment processing, and appointment scheduling.

● Handled referrals to other physician offices.

● Adhered to all HIPPA regulations and guidelines to ensure patient privacy.

● Organized paperwork such as charts and reports for office and patient needs.