Kaitlin Willis
Surprise,Arizona
Summary
Seasoned professional with 7 years of experience in insurance verification, billing, and administration, 1 year experience with FMLA, ADA and PFML management. Excelled in group operations, achieving a 100% CX Evaluation Score and adept in using Salesforce Lightning and LeavePro systems. Holds an MBA with a background in creating and auditing insurance-related processes, with major knowledge of FMLA and ADA processes.
Overview
10
10
years of professional experience
Work History
Absence Management Specialist
Guardian
Remote
08.2024 - Current
- Manage FMLA, STD, ADA and other state claims while ensuring compliance with federal regulations and guidelines.
- Maintain case files and document all communications effectively.
- Analyze trends in FMLA and ADA usage to identify areas for process improvement.
- Review documentation for accuracy and completeness before processing and making decisions on approving or denying claims.
- Coordinate with employers and their employees to gather necessary medical information.
- Assist in developing policies related to employee leaves of absence.
- Development of customized return-to-work plans for employees following extended absences, prioritizing their unique needs and fostering successful reintegration into the workplace.
- Reduced absenteeism rates with comprehensive policy enforcement and continuous monitoring.
- Act as a liaison between HR business partners and other stakeholders for ADA accommodation recommendations.
Group Operations Specialist
Gusto
Remote
08.2022 - 08.2024
- Conducted insurance and rate verifications, ensuring accuracy in employer and employee demographics and correcting insurance cost discrepancies.
- Utilized Salesforce Lightning, Panda, G Suite, and other tools for auditing group insurance terms and updating company resources, maintaining a commitment to process improvement.
- Participated in peer reviews, pilot programs for UHC tool and text expander, and consistently achieved a Customer Experience Average Evaluation Score of 100%, with a Weekly Production Average of 7.48!
- Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
- Boosted customer satisfaction, addressing client concerns in a timely and professional manner.
- Utilized advanced analytical skills in order to resolve complex operational issues effectively.
Patient Care Coordinator/Administrator
Providence Medical Group
Spokane, WA
10.2018 - 01.2021
- Coordinated patient care by managing referrals, scheduling appointments, and preparing pre-operative clearances, ensuring efficient patient flow and satisfaction.
- Maintained accurate electronic medical records through diligent scanning and systematic organization, contributing to the integrity of patient information.
- Assisted with administrative functions, including processing insurance and insurance verification, while proficiently utilizing Excel and Word to support office operations.
Billing Liaison
Systems Design West, LLC
Poulsbo, WA
09.2015 - 03.2018
- Managed the full cycle of accounts receivable and payable, ensuring timely and accurate financial transactions.
- Conducted detailed audits of insurance payments to maintain compliance and rectify discrepancies.
- Established and oversaw a specialized department for motor vehicle collision billing, enhancing organizational efficiency.
- Maintained a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
Education
MBA -
University of Phoenix
Skills
- HIPAA Compliance
- Salesforce Lightning
- Motivation
- Troubleshooting
- Organization
- Teamwork
- Workday systems
- Microsoft
- Continuous improvement mindset
- Conflict resolution techniques
- Regulatory compliance awareness
- Case management
- Benefits administration
- Leave administration proficiency
- ADA accommodation understanding
Timeline
Absence Management Specialist
Guardian
08.2024 - Current
Group Operations Specialist
Gusto
08.2022 - 08.2024
Patient Care Coordinator/Administrator
Providence Medical Group
10.2018 - 01.2021
Billing Liaison
Systems Design West, LLC
09.2015 - 03.2018
MBA -
University of Phoenix