Kayla Polk
Southfield,MI
Summary
Devoted and detail-oriented Human Resources Specialist with 8 years' experience excelling at planning, multitasking and completing tasks to accomplish program initiatives.
Overview
8
8
years of professional experience
Work History
Claims Support Specialist
AAA Auto Club Group
Dearborn, MI
05.2021 - Current
- Generated, posted and attached information to claim files daily.
- Carried out administrative tasks by communicating with clients, distributing mail and scanning documents.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Posted payments to accounts and maintained records.
- Utilized FACTS, POC, CPS, ISO, IPM, Guidewire, Mainframe, DCF, and others at expert level.
- Utilized Outlook, Teams, Skype, and Microsoft Office at expert level.
- Examined reports, accounts and evidence to determine integrity and accuracy of information.
- Completed underwriting , VAU, and subrogation referrals.
- Submitted FOIA requests.
- Solely managed multiple support requests for unit of 12 Bodily Injury Claim Specialists
Product Specialist
AAA Insurance
Dearborn, MI
04.2020 - 04.2021
- Trained and provided coaching to AAA Customer Service Reps and other team members.
- Logged employee calls, issues, and resolutions.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Responded to support requests from employees and patiently walked individuals through basic troubleshooting tasks with new system.
- Assisted with developing solutions to operations issues related to Guidewire and IPM, working closely via phone, email, SKYPE and WEBEX teleconference.
- Handled escalated phone calls with exceptional customer service and first call resolution.
- Handled over 60 calls per day on employee assist line
Licensed Insurance Agent
AAA Auto Club Group
Dearborn, MI
04.2019 - 04.2020
- Reported policy changes and company conditions affecting customer satisfaction.
- Utilized advanced sales skills to overcome objections, persuade clients to purchase policies and close deals.
- Upsold additional products and services after identifying customer needs and requirements.
- Calculated quotes and educated potential clients on insurance options.
- Provided coverage option information to assist clients in protecting assets.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Promoted AAA products and services using upselling and other sales strategies.
- Handled 70-100 calls per day
Access Center Representative
Beaumont Health System
Southfield, MI
09.2018 - 04.2019
- Reviewed physicians' orders to determine patients' medical imaging needs.
- Answered phone by second ring and greeted callers enthusiastically.
- Scheduled, rescheduled and handled cancelled appointments for patients.
- Scheduled appointments for MRI, CT, Ultrasound, Nuclear Medicine, Vascular Lab, and GI Departments.
- Handled 50-100 calls per day
Claims Operations Associate
Allstate Insurance
Farmington Hills, MI
08.2016 - 09.2018
- Data Entry
- Managed Stale Dated Check List and efficiently resolved any matters with accounting department and 20+ employees
- Updated financial log with employee's documented resolutions to ensure company compliance.
- Outlined appropriate processes and procedures to fulfill and complete inquiries.
- Entered client information into databases quickly and with minimal errors.
- Verified accuracy and validity of data entered in databases
- Participated in unit projects including but not limited to file pulls, copy/ scan work, filing, purging files
- Responded to customer requests via telephone and email.
Patient Advocate
Henry Ford Health System
Detroit, MI
08.2014 - 08.2016
- Used EPIC to schedule appointments.
- Answered and quickly redirected up to 150 calls per day.
- Managed incoming and outgoing calls while recording accurate messages.
- Scheduled appointments, and registered patients.
- Professionally and courteously verified appointment times with patients.
- Assisted in maintenance of medical charts and/or electronic medical record (filing, Op Reports, test
results, home care forms). - Verified patients' eligibility and claims status with insurance agencies.
- Prepared patient charts accurately and neatly for clinic.
Maintained strict patient and physician confidentiality.
Education
Associate of Science - Information Technology
Oakland Community College
Bloomfield Hills, MI12.2023
Property And Casualty Insurance License - Insurance
Department of Insurance And Financial Services
Dearborn, MI05.2019
High School Diploma -
North Western High School
Flint, MI05.2011
Skills
- Active Listening
- Types 65 WPM
- Written Communication
- Excellent administrative abilities
- Understanding of medical terms
- Insurance coverage verification
- Documentation abilities
- Reporting skills
- HIPPA compliance
- Proficient in Microsoft Office, People Soft , FACTS, HRIS, KRONOS, Mainframe, Guidewire, and IPM
- Willingness to Learn
- Complex Problem Solving
- Complaint Handling
Timeline
Claims Support Specialist
AAA Auto Club Group
05.2021 - Current
Product Specialist
AAA Insurance
04.2020 - 04.2021
Licensed Insurance Agent
AAA Auto Club Group
04.2019 - 04.2020
Access Center Representative
Beaumont Health System
09.2018 - 04.2019
Claims Operations Associate
Allstate Insurance
08.2016 - 09.2018
Patient Advocate
Henry Ford Health System
08.2014 - 08.2016
Associate of Science - Information Technology
Oakland Community College
Property And Casualty Insurance License - Insurance
Department of Insurance And Financial Services
High School Diploma -
North Western High School