Katrina Symons

• Reviewed workers' compensation claims for accuracy and compliance with regulations.
• Communicated with claimants to gather necessary information for processing.
• Evaluated documentation to determine eligibility for benefits under policies.
• Coordinated with medical providers to obtain treatment records and reports.
• Maintained detailed records of claims and correspondence in the system.
• Participated in training sessions to enhance knowledge of claims processes.
• Assessed current policies and procedures related to processing workers' compensation claims for effectiveness and recommend changes as needed.
• Maintained accurate records of all claim activities including correspondence, reports, investigations, settlements.
• Conferred with claimants to gather additional claims information and educate on claim processes, terms and conditions, requirements and ramifications of filing claim.
• Coordinated with medical professionals to arrange treatment for injured claimants and provide relevant information to medical offices regarding policy coverage and claimant work conditions.
• Maintained current knowledge of claim reserve levels and prepared reports on funds available for distribution to claimants to prevent overdraft.

• Identified opportunities for process improvements within the department.
• Updated job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations .
• Attended staff meetings providing feedback on performance metrics.
• Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
• Mentored junior team members and managed employee relationships.
• Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
• Assisted members with inquiries regarding services and resources available.
• Collaborated with team to improve efficiency in member service operations.
• Enhanced member relationships by providing excellent service during each interaction.

Conducted individual counseling sessions on retirement benefits and eligibility requirements.

• Developed informational materials to improve member understanding of benefit options.
• Researched complex employee inquiries regarding plan provisions, claims status, and eligibility.
• Managed 1,600 benefits administrators across public and private school districts in Texas.

• Explained the features, advantages, and benefits of products or services to potential customers.
• Developed strong relationships with customers through regular communication.
• Maintained accurate records of customer interactions, transactions and account changes.
• Maintained good rapport with customers and internal departments by proactively handling complex customer issues.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Collaborated closely with team members to achieve project objectives and meet deadlines.
• Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
• Provided support and guidance to colleagues to maintain a collaborative work environment.