Juliana Norwood
Amesbury
Summary
Detail-oriented Examiner with 13 years of experience. Strong command of conflict resolution and negotiation combined with excellent reporting and research skills. Thorough understanding of claims process and medical nomenclature.
Overview
20
20
years of professional experience
Work History
Long-Term-Disability Senior Claims Examiner
Lincoln Financial Group formally Liberty Mutual Insurance
11.2016 - Current
- Manage workload of 100+ active disability claims, exceeded customer service, production, quality, financial, and litigation metrics.
- Train new hires, responsible for employee transition to assigned claim areas and adjudication of claim activity.
- Strong written and oral communication skills to support a full and fair evaluation of all applications with claimants, attorneys, employers, consulting physicians and vocational rehabilitation professionals.
- Conduct investigations to enhance company profitability by assessing potential fraud as it relates to the contract in place including medical, financial, subrogation misconduct.
Account Services Process Specialist
The Advocator Group (Brown & Brown Absence Services Group)
11.2013 - 11.2016
- Reviewed long-term disability claims for Social Security Disability Insurance (SSDI), to promote the best outcome for MetLife.
- Created the workflow system, the template, and trained all personnel in its use for MetLife and all other carrier accounts.
- Audited claims for compliance with contract service guarantees.
- Collaborated with insurance carrier claim managers and internal departments regarding referrals, recommendations, and resolutions.
Process Specialist
The Advocator Group
07.2012 - 11.2013
- Communicated with all operational units to ensure claims were properly handled.
- Reviewed requested appeals for Social Security Disability claims.
- Examined all claimant and Social Security correspondence to ensure proper action.
- Reviewed accounts payable process for Social Security Disability by state law.
Administrative Assistant & Call Center Representative
McGraw-Hill Construction
08.2011 - 07.2012
- Researched and resolved 300-400 outbound call records daily and coached representatives in obtaining required information on follow-up calls.
- Handled and entered over 100 calls per day and consistently met performance benchmarks in all areas (leads, accuracy, and volume).
- Reviewed construction permit information for monthly data analysis.
Business Manager
McGillin Architecture, Inc
01.2008 - 04.2010
- Improved operational workflows by identifying areas of inefficiency and implementing appropriate solutions.
- Increased overall team productivity by fostering a positive work environment and providing effective leadership.
- Communicated with customers and vendors positively with particular attention to problem resolution.
- Created and maintained a marketing mailing campaign to over 500 prospective and current clients resulting in increased brand awareness.
- Served as principle contact and ongoing resource for customers and vendors.
- Managed all financial activities including invoicing, bill payment, and payroll.
Marketing Coordinator
Drake, Beam, Morin Inc.
06.2005 - 01.2008
- Answered general marketing department inquiries by email, phone, and mail.
- Developed visually engaging marketing materials to support product launches and promotions.
- Tracked and reported on marketing campaign responses.
- Conducted marketing initiatives that repetitively generated qualified leads in target accounts and helped drive company sales.
- Co-lead marketing training for sales associates resulting in increased visibility and usage of marketing tools in regional markets.
- Standardized branding on all company publications.
Education
Graduate Certificate - Training & Organizational Development
Temple University
Philadelphia, PA12.2008
B.A. - Organizational Studies, Minor, Asian Studies
Temple University
Philadelphia, PA01.2006
Skills
- Proficient in all MS products and specialty in-house programs
- Strong interpersonal skills and a team player
- Skilled at streamlining organizational processes
- New hire trainer
- Ultra-strong collaborative skills and detail oriented
- Claims analysis
- Investigation techniques
- Policy interpretation
- Coverage evaluation
- Claim resolution
- Claims processing
- Verbal communication
LIFE EXPERIENCES
- Taught English as a second language to Chinese students.
- Lived and travelled abroad: Brazil, France, Switzerland, Mexico, Spain, Germany, Hong Kong, Macau, Canada, and India.
- Recipient, W.W. Smith Scholarship, Temple University, May 2005.
Presidential Scholar
Awarded Presidential Scholar in January 2006 as top 10% of baccalaureate graduating class.
Timeline
Long-Term-Disability Senior Claims Examiner
Lincoln Financial Group formally Liberty Mutual Insurance
11.2016 - Current
Account Services Process Specialist
The Advocator Group (Brown & Brown Absence Services Group)
11.2013 - 11.2016
Process Specialist
The Advocator Group
07.2012 - 11.2013
Administrative Assistant & Call Center Representative
McGraw-Hill Construction
08.2011 - 07.2012
Business Manager
McGillin Architecture, Inc
01.2008 - 04.2010
Marketing Coordinator
Drake, Beam, Morin Inc.
06.2005 - 01.2008
B.A. - Organizational Studies, Minor, Asian Studies
Temple University
Graduate Certificate - Training & Organizational Development
Temple University
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