Gretchen Suggs
Saint Augustine,FL
Summary
Extensive knowledge of Veterinary Hospital Administration with a focus on marketing via social networking sites, SEO management, website development, and public relations. Exceptional communication and people skills, demonstrated at Nationwide Pet Insurance, excelling as a member care representative; within eight months, accepted a position as a claims analyst. was offered a position as a claims analyst. Awarded Top-Rated Employee as voted by customers with two employers. An eagerness to work alongside customers and their pets, eventually seeing them reach their goals, is what drives me.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Member Care Representative / Pet Claims Analyst
Nationwide Pet Insurance
2022.10 - Current
- Maintain accurate records of member interactions, claims disputes, and policy updates
- Adhering to privacy regulations and data protection guidelines to ensure DOI regulations are not breached
- Provide accurate information about pet plans, including coverage, reimbursement rates, and deductible
- Resolve escalated calls from dissatisfied members
- Maintain accurate records of member interactions, claims disputes, and policy updates
- Adhering to privacy regulations and data protection guidelines to ensure DOI regulations are not breached
- Provide accurate information about pet plans, including coverage, reimbursement rates, and deductible
- Receive escalated calls from members and see the call through to the member's satisfaction.
- Received highest number of member rated reviews voicemails four months out of the ten months in the department
- Directed claims re and
- Directed claim processing within allowable limit of $1500 and supported successful resolution of claim disputes.
Veterinary Triage Technician
Vet24Seven / AskVet
2021.05 - 2022.10
- Counseled pet owners via chat to determine the severity of pet's health status
- Advised pet owners of home care recommendations when appropriate, how soon to schedule an appointment with their vet, and diagnostics to expect during their visit
- Obtained pet toxin exposure history, calculated risk, and relayed treatment recommendations to pet owners
- Managed approximately 10-15 incoming chats per hour from two separate platforms
Veterinary Toxicology Technician
Pet Poison Helpline
2017.03 - 2021.10
- Obtained pet toxin exposure history, calculated risk assessments, and communicated treatment plans to pet owners
- Achieved the Top-Rated Veterinary Toxicity Tech – awarded by pet parent customers
- Documented toxicity and veterinary health consult cases per company policy
- Mentored and trained approximately eight new employees remotely each month
Inside Sales Representative
MWI Animal Health
2014.04 - 2017.05
- Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
- Developed strategic relationships with existing customers by learning preferences and managing regular communications.
- Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
Veterinary Practice Administrator
Animal Medical Company
2006.01 - 2014.04
- Managed daily practice operations to optimize appointment scheduling, patient records management, and billing functions.
- Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills,
- Developed and strategized social networking sites.
- Launched marketing campaigns and strengthened public relations, leading to a 65% increase in sales and bringing the client base from 1500 to 3500 within 2 years
- Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
Education
Bachelor of Science - Criminal Science
University of Central Florida
Orlando, FL05.2027
Associate of Science - Human Services
Cleveland State Community College
Cleveland, TN05.1999
Skills
- Veterinary Hospital Administration
- Excellent Communication
- Active Listening
- Problem Resolution
- Customer Account Management
- Administrative and Office Support
Certification
- Insurance Adjuster License - Property & Casualty
Timeline
Member Care Representative / Pet Claims Analyst
Nationwide Pet Insurance
2022.10 - Current
Veterinary Triage Technician
Vet24Seven / AskVet
2021.05 - 2022.10
Veterinary Toxicology Technician
Pet Poison Helpline
2017.03 - 2021.10
Inside Sales Representative
MWI Animal Health
2014.04 - 2017.05
Veterinary Practice Administrator
Animal Medical Company
2006.01 - 2014.04
Bachelor of Science - Criminal Science
University of Central Florida
Associate of Science - Human Services
Cleveland State Community College
- Insurance Adjuster License - Property & Casualty
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