Melissa Mallinson
Cheektowaga
Summary
Detail-oriented Claim Operations Analyst with 19 years of experience in the insurance industry, specializing in streamlining workflows, enhancing operational efficiency, and ensuring compliance with regulatory standards. Specializing in cross-functional projects that align with corporate objectives and drive continuous improvement. Seeking to leverage in-depth company knowledge and analytical expertise to contribute to the BPO and CISD within Travelers.
Overview
20
20
years of professional experience
Work History
Analyst, Claim Operations
Travelers Insurance
06.2024 - Current
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Optimized operational efficiency by redesigning workflow processes.
- Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
Operations Specialist (BRC)
Travelers Insurance
11.2021 - Current
- Work in a team environment that partners with Claim professionals to assist our customers.
- Utilize trackers to maintain, analyze and update data, looking for any discrepancies in reporting.
- Assist Analysts with various special projects related to workflows and processes.
- Serve as a subject matter expert in the services to which I am aligned.
Operations Specialist (Field)
Travelers Insurance
01.2016 - 11.2021
- Partnered with claim handlers and various lines of business to help assist our customers.
- Process, research and document returned checks, voided checks and credits, ensuring accuracy and timeliness.
- Prepare and review reports to ensure FSA compliance.
- Identify discrepancies and work to correct them by performing underlying controls and communicating the findings.
Claim Analyst – Auto Express
Travelers Insurance
09.2016 - 01.2017
- Management and investigation of claims to their resolution.
- Provide exceptional customer service in providing information on claim expectations, as well provide coverage analysis and answer any claim-related questions and/or issues they may come across to achieve an optimal outcome.
- Manage a dashboard to adhere to timelines and maintain organization.
- Answer to Subrogation demands via Arb-file.
- Order police reports, run plate, VIN # and carrier discovery to aid in claim investigation via ISO.
Operations Specialist
Travelers Insurance
01.2012 - 09.2016
- Reconcile all incoming checks for the UNY Claims Center while adhering to FSA compliance guidelines for all incoming and outgoing checks, credits and debits, and processing the daily deposit to be submitted to Finance.
- Issue FPM payments for uninsured losses and special interests, expense payments for AL and GL.
- Assist with TL document searches & packet set up, Worker’s Compensation mileage, hearing notice log, batch prints, non-MBR payments, C8.1’s, board mail, review/release medical bills.
- Support multiple lines of insurance business including First Party Medical, Workers Compensation, and Litigation.
Utilization Review Coordinator
Travelers Insurance
01.2011 - 01.2012
- Processed Utilization Review referrals by assigning to nurses and/or medical case managers and provided administrative support for medical case managers and supervisors.
- Maintained control and time frames mandated by Workers Compensation Laws for physician authorization requests.
- Verified in-network providers and injury vs. request for treatment authorization.
Dispatcher
Travelers Insurance
09.2008 - 01.2011
- Assigned auto claims to appropriate field and independent appraisers throughout the United States, assisting in the coordination of the field appraiser’s daily workload.
- Scheduled and altered appraisal assignments to meet and exceed time sensitive team productivity goals.
- Documented claim information accurately in the database daily.
- Provided excellent customer service following up on pending appraisals for assignment, upload and/or status.
Claim Support Specialist
Travelers Insurance
11.2005 - 09.2008
- Supported multiple lines of business on various activities that assist both the Claim Professionals and our customers.
- Issue FPM payments for uninsured losses and special interests, expense payments for AL and GL.
- Assist with TL document searches & packet set up, Worker’s Compensation mileage, hearing notice log, batch prints, non-MBR payments, C8.1’s, board mail, review/release medical bills.
Education
AAS - Medical Office Assistant
Erie Community College
Buffalo, New York05.2003
Certificate - Medical Office Practice
Erie Community College
Buffalo, New York12.2001
Skills
- Microsoft office
- Multiple priorities management
- Analytical thinking
- MS Excel
- Time management
- Team collaboration and leadership
- Attention to detail
- Documentation and reporting
- Project management
- Process improvements
- Data research and validation
Accomplishments
Volunteer Coordinator for Buffalo and Niagara Area Habitat for Humanity since 2018. 2023 Graduate of the CLIP program. Member of the Women's Diversity and Working Parents & Caregivers networks. Peer Partner/Mentor for the BRC.
Timeline
Analyst, Claim Operations
Travelers Insurance
06.2024 - Current
Operations Specialist (BRC)
Travelers Insurance
11.2021 - Current
Claim Analyst – Auto Express
Travelers Insurance
09.2016 - 01.2017
Operations Specialist (Field)
Travelers Insurance
01.2016 - 11.2021
Operations Specialist
Travelers Insurance
01.2012 - 09.2016
Utilization Review Coordinator
Travelers Insurance
01.2011 - 01.2012
Dispatcher
Travelers Insurance
09.2008 - 01.2011
Claim Support Specialist
Travelers Insurance
11.2005 - 09.2008
Certificate - Medical Office Practice
Erie Community College
AAS - Medical Office Assistant
Erie Community College
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