Morgan Owens
Des Moines,IA
Summary
Highly organized, detail-oriented professional with a strong work ethic dedicated to achieving company goals. Skilled at developing & maintaining project documentation, with the ability to work multiple projects simultaneously and still provide a high quality service.
Overview
10
10
years of professional experience
Work History
HI Solution Coordinator
Telligen/ The Palmer Group
03.2023 - Current
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Processed Tier one and Tier two tickets.
- Answered calls and created ticket
Benefit Administrator
Principal Financial Group/ The Palmer Group
05.2022 - 12.2022
- Enhanced employee benefits satisfaction by streamlining the enrollment process and providing personalized support.
- Resolved employee concerns regarding benefits quickly and efficiently, improving overall satisfaction with the program.
- Facilitated open enrollment periods smoothly by organizing informational sessions, distributing materials, and assisting employees with their selections.
- Maintained strict confidentiality when handling sensitive personal information related to employees'' benefits and medical records.
- Reviewed benefits paperwork for accuracy and completeness.
- Ensured compliance with federal and state regulations by staying updated on changes and adjusting benefits accordingly.
- Improved employee understanding of benefit offerings through clear communication, informative presentations, and one-on-one consultations.
- Updated roughly 1,300 records
- Collaborated with retirement plan service representatives and marketers to improve relationships between customers and the company.
Processing Specialist
American Equity/The Palmer Group
12.2020 - 12.2021
- Enhanced processing efficiency by optimizing workflows and implementing new software tools.
- Streamlined data entry processes for increased accuracy and reduced errors in documentation.
- Contributed to team success by consistently meeting or exceeding productivity targets and quality standards.
- Reduced processing time with the application of automated systems, resulting in faster turnaround times for clients.
- Provided exceptional customer service by resolving inquiries and addressing concerns promptly and professionally.
- Maintained strict adherence to compliance regulations, ensuring accurate processing of sensitive information.
- Utilized established methods for data processing and analysis for consistency and accuracy.
- Updated and maintained customer information, documents and records.
Claims Examiner
Fidelity And Guaranty Life
02.2018 - 07.2019
- Reduced claim processing time by implementing efficient workflow strategies and prioritizing tasks effectively.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information on claim status.
- Collaborated with insurance adjusters to expedite claim settlements, ensuring fair resolutions for all parties involved.
- Interpreted policy provisions, endorsements, and exclusions to accurately determine coverage for claims.
- Assisted in the development of training materials for new Claims Examiners, fostering a supportive learning environment.
- Managed caseloads effectively while maintaining high-quality work standards and meeting strict deadlines consistently.
- Served as a mentor to junior examiners, sharing expertise and providing guidance on best practices within the field of claims examination.
- Achieved streamlined communication between departments by collaborating closely with underwriters, agents, and other stakeholders throughout the claims handling process.
- Provided exceptional customer service by empathetically addressing claimants'' concerns and effectively explaining the claims process to them.
- Maintained current knowledge of industry developments, regulations, and best practices through continuous professional development activities.
- Handled sensitive information with discretion, ensuring confidentiality of personal and financial details for claimants throughout the claims examination process.
- Researched claims and incident information to deliver solutions and resolve problems.
- Examined claims forms and other records to determine insurance coverage.
Entry Specialist
Wellmark/ The Palmer Group
11.2017 - 01.2018
- Enhanced data accuracy by meticulously reviewing and validating information before entry.
- Streamlined workflow efficiency by organizing and prioritizing tasks for optimal time management.
- Reduced errors in data entry by implementing a thorough double-checking system.
- Sorted and batched dental and medicare claims into specific categories in preparation for processing.
- Inventoried all documents in the office.
Call Center Representative
Ventech Solutions/Aerotek
10.2016 - 01.2017
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Provide information about products and services
- Recorded details of customers interactions, transactions, inquiries, complaints, and comments
Diet Clerk
Broadlawns Hospital
11.2015 - 07.2016
- Improved patient dietary adherence by conducting thorough nutritional assessments and providing personalized meal plans.
- Enhanced patient satisfaction with their meals by collaborating with kitchen staff to ensure quality food preparation and presentation.
- Streamlined dietary planning processes for increased efficiency, utilizing specialized software and electronic medical records.
- Educated patients on the importance of proper nutrition for optimal health, fostering improved understanding and compliance.
- Developed and implemented dietary care plans.
- Consulted with Physicians and healthcare personnel.
Shift Leader
Perkins Restaurant & Bakery
08.2014 - 01.2015
- Improved team productivity by implementing efficient scheduling and task delegation methods.
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Streamlined inventory management processes, leading to reduced waste and optimized stock levels.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Resolved conflicts between team members in a professional manner, preserving strong working relationships in the process.
- Completed cash and credit card transactions accurately using POS software.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Enforced company policies and regulations with employees.
- Evaluated customer needs and feedback to drive product and service improvements.
Education
GED -
Northern Iowa Area Community College
Mason City, IA03.2008
Skills
- Operational Support
- Document Management
- Project Coordination
- Documentation and Recordkeeping
- Excellent Communication
Timeline
HI Solution Coordinator
Telligen/ The Palmer Group
03.2023 - Current
Benefit Administrator
Principal Financial Group/ The Palmer Group
05.2022 - 12.2022
Processing Specialist
American Equity/The Palmer Group
12.2020 - 12.2021
Claims Examiner
Fidelity And Guaranty Life
02.2018 - 07.2019
Entry Specialist
Wellmark/ The Palmer Group
11.2017 - 01.2018
Call Center Representative
Ventech Solutions/Aerotek
10.2016 - 01.2017
Diet Clerk
Broadlawns Hospital
11.2015 - 07.2016
Shift Leader
Perkins Restaurant & Bakery
08.2014 - 01.2015
GED -
Northern Iowa Area Community College
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