Kadin Dickinson

In this role I identified customer needs and drove the vision, execution, and business objectives of technical products. My responsibilities and achievements included:

• Oversaw system bug resolution, managed product backlogs, and prioritized technical tasks.
• Effectively managed stakeholder expectations through constant communication throughout product life-cycles.
• Ensured timely product delivery by proactively identifying risks and addressing potential development roadblocks.
• Collaborated extensively with cross-functional teams to facilitate smooth integration efforts for comprehensive system optimization.
• Guided cross-functional development teams to successful completion of numerous projects and features, including OCR, Pre-Existing Condition Product Date Tracker, Conditional Claim Rules Engine, and Waiting Period Waiver.

In this role I spearheaded management initiatives aimed at advancing departmental objectives to increase team productivity and departmental goals as well as reduce operational costs through comprehensive process improvement. My responsibilities and achievements included:

• Developed strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
• Maintained claims processing average cycle time of 1-2 days consistently.
• Refined Quality Assurance processes for both internal and external claim audits.
• Streamlined internal policy and claim document printing by outsourcing, resulting in reduction of internal operational costs by 5%.
• Teamed up with cross-functional groups to seamlessly integrate automated processing for claims received via email.

In this role I provided front-line, direct supervision of the Claims Department staff. My responsibilities & achievements included:

• Investigated and made final decisions on second level appeals.
• Collaborated with the Special Investigative Unit to address and combat fraud.
• Ensured that goals for claims performance, productivity, and quality standards were being met or exceeded by individuals and the team.
• Implemented strategic workflow enhancements and efficient resource allocation, leading to the successful resolution of a 40-day claims backlog.
• Implemented an Assistants team, leading to 80% reduction in manual entry of claims data.
• Consistently adhered to approved standards, procedures, claims and compliance guidelines, and protocols relating to claims settlements.
• Participated in the design, development and implementation of processes and procedures relating to the Claims Department.
• Ensured timely resolution to promote customer satisfaction.
• Participated in the recruitment, hiring, training, counseling, performance management and evaluation of the claims team.

In this role I oversaw day-to-day activities related to the development, implementation and adherence to the policies, practices, products and procedures related to claim processing. My responsibilities included:

• Investigated and made final decisions on first level appeals.
• Balanced the interests of the company and client in determining benefit eligibility to ensure a fair and equitable resolution of claims.
• Focused on meeting and supporting objectives that enabled the Claims Department to meet goals while promoting customer satisfaction.
• Coordinated with compliance manager regarding all compliance related issues.
• Consistently met and exceeded monthly individual processing goals such as number of claims processed and error ratio percentage.

• Researched and interpreted veterinary medical records and policy benefits to make sound and fair decisions on claims.
• Made all final decisions on claims.
• Thoroughly documented all steps and decisions throughout the claims processes via company system for claims.
• Identified and investigated potential fraudulent claim submissions.
• Prepared detailed Explanation of Benefits for the customer.

• Prepared animals for surgery (shaving surgical areas & placing IV catheters), administered anesthesia, and monitored during routine and/or emergency surgeries. Cared for and monitored the condition of animals recovering from surgery.
• Collected, prepared and labeled samples for laboratory testing, culture, or microscopic examination. Performed laboratory tests on blood, urine and feces, such as urinalysis and blood counts.
• Obtained radiographs of animals with knowledge of proper positioning and techniques.
• Filled prescriptions, measured and labeled medications.