Ralph Serrapica
Waxhaw,NC
Summary
Experienced professional with over 5 years of experience in the insurance and financial industry. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements resulting in saved cost and increased profits.
Overview
11
11
years of professional experience
Work History
Long Term Disability-Claims Specialist II
Lincoln Financial Group
Charlotte, NC
12.2019 - Current
- Gathered and reviewed documentation including police reports, medical treatment records, and occupational analysis to determine both liability and eligibility.
- Interviewed agents and claimants to correct errors or omissions and to assist in making timely decisions on pended claims.
- Followed up on and investigated potentially fraudulent claims initiated by claims representatives, comparing data from surveillance footage to data on medical reports.
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability.
- Created customized action plans working with vocational specialists, board certified physicians, and registered nurses to assess impairment and help facilitate both return to work and closure of claim when appropriate.
- Trained other claims staff members on proper handling and evaluation of claims.
- Handled complex and escalated calls from customers, attorneys, and claimants explaining and supporting decisions made to approve, deny, and close claims.
Life Customer Service Representative IV
Protective
Birmingham, AL
11.2016 - 07.2019
- Assist and educate customers on life insurance policies in excess of $1 million dollars while adhering to HIPAA regulations
- Exceed performance standards through schedule adherence and quality assurance
- Proactively navigate 10 software packages to ensure customer satisfaction while providing accurate information
- Assist in training process through new hire observation Document Management Processor-Telelife
- Proactively assist customers to ensure electronic signature applications were completed
- Ensure medical labs are properly applied to policies
- Work directly with external companies to obtain pertinent information and internal customers
- Supervised new hire employees in providing excellent customer service to callers and training employees to navigate all software
Substitute Teacher
Union County Schools
Union County, N.C
09.2014 - 06.2016
- Collaborated with teaching staff to devise and implement coordinated educational strategies and student support networks
- Leveraged classroom discussion strategies to engage students, promote topics and boost learning opportunities
- Kept students on-task with proactive behavior modification and positive reinforcement strategies
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts
- Kept accurate and current attendance records and assignment sheets to maintain file compliance
- Upheld classroom routines to support student environments and maintain consistent schedules
Creative Art's Director
Lighthouse Church
Lumberton, NJ
08.2011 - 08.2014
- Implemented networking strategies leading to department growth of 50% in two years
- Coordinated major events overseeing and assimilating 80 volunteers and vendors
- Recruited, trained, and created monthly schedules for department overseeing 30 team members
- Developed team communications and information for quarterly meetings
- Supervised design and production team developing innovative designs for projects while managing deadlines
- Recruited, hired and trained top candidates with eye for performance
- Oversaw, guided and coached over 30 volunteers with no prior experience in media technology
- Evaluated and contributed to creative team ideas and translated into actionable project plans
Resident Counselor
Advent Group Ministries
San Jose, CA
06.2010 - 08.2011
- Assist in training new employees on criminal thinking and behavior traits in group home
- Implemented individual treatment plans, and assisted clients with building and achieving goals to work their way out of the system
- Liaised between community programs and residents and counseled over 20 community and assisted living residents
- Assisted residents with transitioning into new living environment and maintained strong relationships with residents
- Provided swift and knowledgeable emergency support in line with campus crisis protocols
- Enforced policies and safety standards through building and room rounds
Education
Bachelor of Arts - Interdisciplinary Studies, Business; History
Southeastern University
Lakeland, Florida05.2009
Regents Diploma - undefined
Bay Shore High School
Bay Shore, New York06.2005
Skills
- Client Relationships
- Financial services
- Documentation review
- Insurance industry experience
- Underwriting knowledge
- Loss protection
- Claims Professional
- Risk management
Additional Information
- (Additional references and other qualifications available upon request)
Accomplishments
- Consistently led team in producing numbers exceeding plan and department standards.
- Documented and resolved escalated issues within contact center which led to company wide recognition setting the bar for customer success
- Used Microsoft Excel to develop inventory tracking spreadsheets
- Resolved product issue through consumer testing
Timeline
Long Term Disability-Claims Specialist II
Lincoln Financial Group
12.2019 - Current
Life Customer Service Representative IV
Protective
11.2016 - 07.2019
Substitute Teacher
Union County Schools
09.2014 - 06.2016
Creative Art's Director
Lighthouse Church
08.2011 - 08.2014
Resident Counselor
Advent Group Ministries
06.2010 - 08.2011
Bachelor of Arts - Interdisciplinary Studies, Business; History
Southeastern University
Regents Diploma - undefined
Bay Shore High School
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