Minerva Bracero

• Examine policy forms and other records to determine coverage
• Determine liability (who’s at fault for the damages)
• Interview customers, claimants, and witnesses
• Partner with appraisers/estimators to manage vehicle repairs
• Negotiate with customers and other insurance carriers and resolve claims
• Provide customers with total loss offers and set their in person meetings

Set up new claims via inbound calls while providing coverage information and explaining claims process to customers. Diffusing stressful situations with upset callers as needed. Providing customers with information on existing losses and directing calls to the appropriate party.

Submitted claims to insurance companies for patients, assisting with medical bills. Communicated with insurance companies to check claim and payment statuses. Reconciled accounts receivable ledgers against third party payer remittance statements. Identified discrepancies between billed charges and payments received from insurance companies. Utilized problem-solving techniques to resolve complex billing issues quickly and efficiently.

Helped large volume of customers every day with positive attitude. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Handled billing and payment issues following guidelines, and resolving disputes properly. Utilized internal software and tools to meet customer needs. Increased revenue by cross-selling and up-selling products and services. Educated customers about billing, payment processing, policies and procedures.

Evaluated coverage, liability, injuries/treatment, and property damages. Negotiate timely and appropriate settlements for total losses, property damage excess and low-impact non-attorney represented bodily injury claims. Assist
customers with problems or questions regarding claims by phone, email, fax or written correspondence. Ensure timely completion
of appraisals. Establish and maintain an appropriate diary of open claims following company guidelines. Conducted claims investigations by obtaining written statements, preparing reports, researching public records and conducting personal interviews. Interviewed policyholders, witnesses and third parties to gather information and details regarding injury event. Interpreted policy details and recommended most favorable course of action. Referred extreme cases to Special Investigation Unit (SIU) for further review.

Evaluated coverage, liability, and property damages. Negotiate timely and appropriate settlements for property damage claims. Assist customers with problems or questions regarding claims by phone, email, fax or written correspondence. Ensure timely completion of appraisals. Establish and maintain an appropriate diary of open claims following company guidelines. Conducted claims investigations by obtaining written statements, preparing reports, researching public records and conducting personal interviews. Interviewed all parties involved in the loss. Interpreted policy details and recommended most favorable course of action. Referred extreme cases to Special Investigation Unit (SIU) for further review.

Supervise team of 30 first notice of loss representatives processing claims for multiple product lines. Informed reps of new procedures and ideas for continuous process improvement. Identify and advise management of trends, problems, and issues as well as recommended course of action. Coordinate with management for office projects and perform quality reviews on claims/calls.

Collect all facts of loss from initial phone call and assist callers (providers, customers, attorneys, etc.) with claim inquiries and update claim information as needed. Verify policy coverages and evaluate documentation submitted in the claims investigation throughout the claim life.