Robbie Baldwin
Summary
Provides exemplary service regarding benefits support and maintaining employee confidentiality. Skillfully handles client inquiries, billing and administrative tasks; posses a great work ethic, as well as problem-solving and critical thinking skills.
Overview
26
26
years of professional experience
Work History
Consolidated Billing Specialist
OrchestrateHR
03.2021 - Current
- Supervise team of 12 in India
- Set up multiple insurance plans for groups
- Assist Agents with Open Enrollment & Implementation of benefits
- Work over/underpaid accounts to recoup revenue, which includes providing research and documentation to justify the return payments from the insurance carriers or groups
- Assist the New & Renewal team with writing and updating contracts
- Accurately maintain employee rosters for each group with each line of coverage – Add/Delete employees to insurance carrier plans during plan year
- Reconcile & pay bills for multiple insurance carriers for 300+ groups; this includes disputing charges and back billing coverages and needed
- Take payment for & enroll COBRA participants
- Submit and apply Evidence of Insurability forms for all voluntary line of coverage.
- Researched and resolved billing discrepancies to enable accurate billing.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Provided excellent customer service, developing and maintaining client relationships.
- Monitored customer accounts to identify and rectify billing issues.
- Processed and verified invoices to secure accuracy of billing information.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Developed and maintained billing procedures to make timely payments.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Reviewed and reconciled customer accounts to manage accuracy of payments.
- Used data entry skills to accurately document and input statements.
- Generated monthly invoices for customers in multiple formats to provide transparency.
- Responded to customer concerns and questions on daily basis.
- Audited and corrected billing and posting documents for accuracy.
- Handled account payments and provided information regarding outstanding balances.
- Monitored outstanding invoices and performed collections duties.
- Generated monthly billing and posting reports for management review.
- Kept vendor files accurate and up-to-date to expedite payment processing.
- Created improved filing system to maintain secure client data.
Total Loss Claims Adjuster
Smart AutoCare
08.2018 - 03.2021
- Answer inbound calls and emails to open total loss claims
- Gather and upload all required documents to appropriate claims
- Review all documentation to determine that they are valid, complete and meet the requirements of the purchased contract
- Follow up on all open claims
- Adjust total loss claims for GAP, TLP, Theft and Lease End Protection.
- Verified insurance claims and determined fair amount for settlement.
- Researched and analyzed policy contracts to verify proper payment of claims.
- Mitigated risks and increased profitability with well-developed strategies for reducing future claims and costs.
- Evaluated insurance policies and analyzed damages to determine coverage.
- Substantiated legitimate claims and denied unjustified claims.
- Examined claims forms and other records to determine insurance coverage.
- Organized, planned and documented materials for Total Loss Auto claims.
- Prepared summaries of damage, payments, and policy coverage.
- Established relationships with clients and insurance companies to foster timely claims resolution.
- Maintained suspicious claims database and prepared reports for supervisors.
- Carried and managed consistently heavy project workload through exemplary organizational, time management and collaboration talents.
- Reviewed police reports, photographs and other documentation to gain complete understanding of accident.
- Identified suspicious claims, escalating issues to supervisor for further investigation and analysis.
- Assessed complex claims and accurately determined value of damages.
- Kept current on insurance regulations, laws, policies and procedures.
Claims Initiation/Customer Service Representative
SmartAuto Care
06.2017 - 08.2018
- Take accurate, detailed information via telephone to start mechanical claims and route to the appropriate adjuster as well as upload and attached supporting documentation to appropriate claims
- Take accurate, detailed information via telephone and email to start and adjudicate key, windshield, and tire & wheel claims
- Call third party businesses to set up appointments to replace windshields, repair and or replace wheels and to repair dents
- Call and or email customers to keep claims up to date and moving forward to resolution
- Back up customer service when needed
- Make detailed notes, in the appropriate account, for every call taken
- Train new adjusters and CI employees in Profit Track, telephones, reading and interrupting contracts & provide problem solving guidance that is in compliance with company policy as well as retrain current employees as needed
- Gather all needed information to reimburse eligible customer submissions
- Upload payments to workflow for customer reimbursements
- Proactively work unassigned claims that are received via email or in the mobile app
- Perform additional duties as assigned by the Claims/Customer Service Manager.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and backed up other customer service managers.
National Service Desk Analyst
Adams Communication and Engineering Technology
09.2012 - 05.2017
- Provide technical support for the Department of Veteran’s Affairs National Talent management System (a web-based system that is used for assigning curricula and tracking purposes)
- Assist all users with system logins, course issues, and certification issues
- Provide Tier I support for users and TMS Administrators
- Respond nationally to all VA employee training and IT issues via the Unicenter Service Desk/CA CMDB Web Client
- Help train new TMS Administrators and provide one on one user training
- Perform first level problem determination and guide users through step-by-step solutions
- Refer second level questions and problems to designated technical support groups and medical support analysts.
- Identified and resolved problems through root cause analysis and research.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
- Installed system updates to address vulnerabilities and reduce security issues.
- Collected, arranged, and input information into database system.
Front Desk Supervisor
Louanne Hedden, DC, DBNA
03.2012 - 07.2012
- Schedule coverage for daily front desk operations
- Verified insurance, answered phones, scheduled appointments, rescheduled missed appointments, completed patient check in & out, and collected customer co-pays, set up payment plans for patients, filed x-rays and other confidential patient information
- Balance end of day, submitted insurance claims and made large sum deposits
- Started the process of scanning all patient charts to make digital charting a reality in the practice
- Ordered business supplies and handled all collections.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Kept accounts in balance and ran daily reports to verify totals.
Front Desk Receptionist
Preston Reynolds, DDS
10.2010 - 03.2012
- Verified insurance, collected co-pays, handled patient’s check in & out, answered phones, scheduled appointments, followed up on patient referrals, and sent thank you notes and gifts for all referrals
- Scheduled coverage for daily front desk operations
- Balanced end of day deposits, submitted insurance claims, and handled all supply orders
- Cross trained with the dentist such as amalgam & composite fillings, crown prep, root canals, temp crowns as well as cleaned & set up rooms, and sterilized instruments
- Attended seminars on cross contamination and OSHA.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Completed all tasks in compliance with company policies and procedures.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Organized, maintained and updated information in computer databases.
- Handled assignments independently with good judgement and critical thinking skills.
Office Manager
David S. Gams, M.D., P.C
10.2008 - 09.2010
- Handled employee benefits and payroll
- Set up payment plans for patients, insurance verification, collections, and all patient scheduling
- Completed FMLA and other patient forms as needed, maintained HIPAA integrity when releasing medical records, and handled all supply orders
- Called in prescriptions, scheduled off site appointments such as MRIs, mammograms, and sonograms
- Cross trained with the doctor; such as escorting patients to rooms, taking temperatures, blood pressure, flu swabs, and administering certain injections.
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Delivered performance reviews, recommending additional training or advancements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Office Manager at Regional Office
Bed Bath & Beyond
09.2001 - 09.2008
- Handled accounts payable, accounts receivables, payroll, deposits, and employee benefits
- Scheduled interviews and maintain all confidential employee files
- Trained all new hires, processed all new hire paperwork, organized and conducted new hire orientations
- Managed all price changes and percent off events
- Worked departments when short staffed, as well as shipping and receiving
- Worked as a certified front-end manager and the head of shrink and safety team
- Handled all return to vendor claims.
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Coached new hires on company processes while managing employees to achieve maximum production.
HR Coordinator
Gavson, Inc.
05.1998 - 09.2001
- Managed employee benefits, payroll, accounts payable, accounts receivables, large cash and check deposits, collections, and all other Human Resource duties
- Maintained confidential employee files, handled new hire paper work, and organized orientations
- Handled specific customer accounts.
- Maintained human resources information system and kept employee files up to date and accurate.
- Assisted with recruitment process by posting job ads, filtering applications, scheduling interviews, assisting in interview process and drafting offer letters.
- Completed background and reference checks to facilitate hiring and onboarding of employees.
- Reviewed human resources paperwork for accuracy and completeness.
- Evaluated timecards for accuracy on regular and overtime hours.
- Supported HR functions with emphasis on record keeping, data entry, and general HR tasks.
- Completed employee employment verifications and unemployment paperwork prior to hire or termination.
- Handled employee inquiries and complaints regarding policy and benefits issues.
- Conducted new employee onboarding and provided ongoing orientation training.
- Supported employee relations, cultivating retention with welcoming and inclusive work culture.
- Fostered positive work environment through comprehensive employee relations program.
- Liaised between multiple business divisions to improve communications.
- Utilized compliance tools, corrective actions and identification of deficiencies to mitigate audit risks.
- Facilitated successful policy implementation and enforcement to maintain legal and operational compliance.
Skills
- Windows
- Excel
- Kronos
- Advanced MD
- Access
- Patterson Eagle Soft
- Other software specific to each company
- Invoice Processing
- Payment Posting
- Record Preparation
- Collection Practices
- Research and Due Diligence
- Records Organization and Review
- Customer Engagement
- General Accounting
- Administrative Support
- Customer Account Management
- Account Updating
- Records Research
- Discrepancy Resolution
- Inquiry Handling
- Account Reconciliation
- Customer Service
- Hour Tracking
- Payment Processing
- Deadline Adherence
- Categorizing and Classification
- Billing and Invoicing
- Account Posting
- Error Revision
- Correspondence
- Decision-Making
- Discrepancy Reconciliation
Educational References
- The University of West Alabama, Livingston, AL, 1991, 1995, Business Management
- Faulkner University, Birmingham, AL, 2009, 2010, Human Resource Management
References
Available upon request
Timeline
Consolidated Billing Specialist
OrchestrateHR
03.2021 - Current
Total Loss Claims Adjuster
Smart AutoCare
08.2018 - 03.2021
Claims Initiation/Customer Service Representative
SmartAuto Care
06.2017 - 08.2018
National Service Desk Analyst
Adams Communication and Engineering Technology
09.2012 - 05.2017
Front Desk Supervisor
Louanne Hedden, DC, DBNA
03.2012 - 07.2012
Front Desk Receptionist
Preston Reynolds, DDS
10.2010 - 03.2012
Office Manager
David S. Gams, M.D., P.C
10.2008 - 09.2010
Office Manager at Regional Office
Bed Bath & Beyond
09.2001 - 09.2008
HR Coordinator
Gavson, Inc.
05.1998 - 09.2001
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