Randy Atkins
Glendale,AZ
Summary
Experienced Authorizations Manager with over 17 years of experience in Insurance and customer service. Excellent reputation for resolving problems and improving customer satisfaction while meeting company goals. Expert in Participative Leadership ensuring the trust, safety, and accountability of each team member.
Overview
17
17
years of professional experience
5
5
Years of management
Work History
Authorizations Manager
Super Home Warranty
Phoenix, AZ.
2021 - Current
- Independently administer claims for homeowner's property losses or damages per state statutes, insurance policies, and company guidelines across 10 Markets
- Oversee and direct intake, contact, investigation, evaluation, and resolution of warranty claims encompassing all levels of complexity
- Development of SOPs and agreement with leadership on yearly KPI targets
- Maintain 90% KPI goals throughout the year
- Resolves disputes regarding claims resolution within 72 hours of escalation
- Monitors performance and reviews open and closed claims to ensure that claims have been properly handled and resolved within 10 days.
- Provide ongoing training to the team
- Expand cross-functional organizational capacity by collaborating across departments on priorities, functions, and shared goals.
- Maximize performance by monitoring daily activities and mentoring team members weekly, encouraging and assisting in career growth and development
Approval Specialist Lead
Super Home Warranty
Phoenix, AZ.
2020 - 2021
- Began as an Authorizations Specialist
- Promoted to Authorizations Specialist Lead in January 2020
- Communicate claim status with customers and service technicians, investigate for coverage, set expectations with customers, and approve the claim within 7 days.
- Present training material and assist in the onboarding of new hires
- Review policy terms and apply correct coverage
- Resource for questions and coaching opportunities
- Handle escalated calls within 48 hours.
- Single contact for out-of-our-network claims to work them entirely
Marketing Manager
Medical Diagnostic Imaging Group I
Phoenix, AZ.
2018 - 2020
- Began as a Marketing Coordinator after 3 weeks; I was promoted to Marketing Manager.
- Led a small team of 5 direct reports and assisted the Marketing Director with implementing new marketing strategies for a growing company in over 60 hospitals across the nation.
- Collaborated with internal departments and third-party venues nationwide to manage and build collateral
- Developed and maintained strong positive client relations with negotiation and effective communication
- Oversaw team and assisted with efforts to grow social media presence by over 50% on Facebook, Instagram, and LinkedIn.
- Managed department and team budget for end-of-year reviews.
Total Loss Specialist Lead
Bristol West Insurance I
Phoenix, AZ.
2015 - 2018
- Was team lead in working directly with employees, attorneys, lien holders, and vehicle owners
- Established correct vehicle valuations and issued accurate payments due to each party involved with the ownership of the subject vehicle in accordance with state laws in 8 states
- Determined the actual cash value of vehicles while adhering to state laws and regulations
- Maintained a manageable inventory volume with attention to detail, time management and organization of workload
Auto Claims Specialist
State Farm Insurance I
Phoenix, AZ.
01.2006 - 08.2015
- Establish liability of auto claims with moderate complexity in 6 states
- Identified and collected recorded statements and evidence to determine the appropriate liability of auto claims
- Ensured investigation accuracy and customer communication
- Issued payments to appropriate parties
- Consistently answer a minimum of 25 calls per day while achieving excellent morale with customers.
Education
Real Estate Appraisal Certificate -
Westford College
2004
Highschool Diploma - undefined
Mountain Ridge Highschool
2003
Skills
- Employee Coaching and Motivation
- Scheduling and Coordinating
- Managing Operations and Efficiency
- Issue and Conflict Resolution
- Strategic Planning
- Managing Employee Relations
- Time Management
- Verbal and Written Communication
- Call Center Operations
- Collaborative Environments
Timeline
Authorizations Manager
Super Home Warranty
2021 - Current
Approval Specialist Lead
Super Home Warranty
2020 - 2021
Marketing Manager
Medical Diagnostic Imaging Group I
2018 - 2020
Total Loss Specialist Lead
Bristol West Insurance I
2015 - 2018
Auto Claims Specialist
State Farm Insurance I
01.2006 - 08.2015
Real Estate Appraisal Certificate -
Westford College
Highschool Diploma - undefined
Mountain Ridge Highschool
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