KIMBERLY LEFEBVRE
New Durham
Summary
Experienced Claims Administrator with strong customer service skills and a proven track record in high-volume production environments. Skilled in handling confidential documents, meeting service level agreements, and problem-solving.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
24
24
years of professional experience
Work History
Claims Admin-Financial Operations/Customer Service
Lincoln Financial Group (Outsourced 12/2025)
10.2018 - 12.2025
- Process confidential, incoming claims documentation(Health Care Provider Forms): via fax, email, and portals for the following :
- Invoices (SystemOne Claims)
- STD
- LTD
- Leave
- Life Documents
- AS Event (Alternative Splicing)
Screening and Creation Unit (SCU)
Lincoln Financial
10.2018 - 12.2025
- Claim Intake
- Triage and Assign product(s) STD, LTD, Life, NYPFL, & FLMA
- Meets all service level agreements (SLA)
- Self-motivated, with a strong sense of personal responsibility.
Triage Intake Group (TIG)
Lincoln Financial
10.2018 - 12.2025
- Received incoming phone calls for claimants that were filing for STD, PLNY or FMLA
- Processed the information received from the claimant to ensure the claimant would receive contact from their assigned case manager in a timely manner.
- Trained with the Screening and Creation Unit (SCU) team to triage and Assign product(s) and loading claims into SystemOne to have a case manager assigned.
- Loading process and triaging and assigning claims daily.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
FMLA Case Manager
Lincoln Financial
10.2018 - 12.2025
- Connect with claimants who are requesting FMLA coverage and explaining the procedure.
- Returning voicemail and email within 24 hours or sooner
- Sending out Letters, processing FMLA documents, and daily tasks to hit matrix numbers.
- Worked well in a team setting, providing support and guidance.
- Reviewed medical documentation to determine eligibility for leave under FMLA guidelines.
Processor of Confidential Forms and Checks
Liberty Mutual / Publishing Services (outsourced in April 2017)
10.2001 - 04.2017
- 2nd shift Lead: Responsibility included meeting all the demands of a high volume, face paced customer service production environment.
- Ensure all policies, checks, electronic funds transfers (EFT), explanation of benefits (EOB) and many other documents were printed, inserted and mailed to meet the quality and service level agreement (SLA).
- Prioritize the flow work and and distribution to machine operators.
- Reviewed output, quality control (QC) for thoroughness and accuracy.
- Maintained a smooth, running production environment
- Data entry was required on a regular basis to process and enter job sheets into our systems for reporting and end of month charge backs.
- Working with internal and external customers to solve time sensitive and confidential issues.
- Worked with vendors to produce custom requested orders with internal departments to ensure the timely delivery of material to meet customer’s expectations.
- Developed unique process improvements that allowed me to travel to several U.S. destinations. I provided training in the disaster recovery site in Minnesota. I traveled to Washington state to reorganize the print and processing. I was sent to Connecticut three different times (during the outsourcing of our department event) to be more efficient and communicate defined expectations.
- Initiated solutions and designed Excel spreadsheets to manage time off for our military folks as well as anyone else wanting to manager their vacation and personal time to minimize random call out situations.
- Created all manuals for training on all the high speed equipment, computer driven, insert equipment and printers.
- Consistently meets or exceeded publishing performance metrics and Service Level Agreements.
- Provided outstanding customer service, addressing concerns promptly and professionally.
Education
High School Diploma -
Farmington High School
Farmington06-1989
Skills
- Customer Service
- Confidential Document Handling
- Problem-solving
- Multitasking
- Microsoft Office Suite
- Production Leadership
- Decision Making
- Friendly, positive attitude
- Customer service
- Time management
- Attention to detail
- Dependable and responsible
- Multitasking Abilities
- Organizational skills
- Calm under pressure
- Excellent communication
- Organization and time management
Timeline
Claims Admin-Financial Operations/Customer Service
Lincoln Financial Group (Outsourced 12/2025)
10.2018 - 12.2025
Screening and Creation Unit (SCU)
Lincoln Financial
10.2018 - 12.2025
Triage Intake Group (TIG)
Lincoln Financial
10.2018 - 12.2025
FMLA Case Manager
Lincoln Financial
10.2018 - 12.2025
Processor of Confidential Forms and Checks
Liberty Mutual / Publishing Services (outsourced in April 2017)
10.2001 - 04.2017
High School Diploma -
Farmington High School