Roslinda Mckenzie
Summary
Resourceful insurance adjuster professional with 8 years of expertise assessing coverage and overseeing claims review. Utilizes well-developed communication skills to effectively deliver information to policyholders. Adaptable and analytical, with a knack for problem-solving and attention to detail. Possesses foundational knowledge of insurance policies and claims processes, along with strong skills in documentation and investigation. Aiming to leverage these abilities to efficiently assess and process claims, supporting a fair and efficient resolution process. Skilled in investigating and analyzing liability concerning personal, casualty, or property loss. Proven history of leveraging excellent negotiation skills to facilitate settlements. Demonstrates excellent communication skills through interviewing specialists, witnesses, and claimants to compile information. Possesses versatile skills in project management, problem-solving, and collaboration. Brings a fresh perspective and a strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Total Loss Adjuster (Remote)
First Acceptance Insurance
02.2024 - Current
- First Acceptance Insurance Company, where the primary responsibility is to evaluate and settle automobile insurance claims deemed a 'total loss,' meaning the vehicle damage is so extensive that repair is not economically feasible, requiring the company to pay out the full value of the vehicle to the policyholder
- This involves inspecting the vehicle, determining its actual cash value, negotiating settlements with the policyholder, and managing the salvage process; essentially acting as a dedicated claims adjuster for totaled vehicles
- Educated policyholders on total loss procedures, helping them understand their rights and responsibilities during the claims process.
- Consistently met or exceeded performance metrics related to claim cycle times and customer satisfaction ratings.
- Approved payment of claims within certain monetary limit.
- Negotiated claim settlements when needed.
- Managed a high volume of claims, ensuring timely resolution and adherence to company guidelines.
Senior Total Loss Customer Care Specialist
IAA (Insurance Auto Auctions)
02.2023 - 02.2024
- Review new file assignments to determine most effective handling procedures required to acquire title documents based on established guidelines
- Accurately communicate when all documents have been received so the process can flow accordingly
- Provides empathetic and professional service to customers, peers, and partners
- Took ownership of customers issues to follow problems through to resolution.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Commercial Claims Associate II (ATL GA Remote)
Zurich Insurance
04.2022 - 11.2022
- The Claims Associates II duties are to interpret, investigate and evaluate policies and coverage issues, as well as claims handling and best practices
- Manage liability and property damage claims caseload that consists of low to moderate exposure
- Associates are assigned to their own claims to work from beginning to end, resolving claims according to best practices
- Worked productively in fast-moving work environment to process large volumes of claims.
- Enhanced claim processing efficiency by streamlining workflows and implementing new software tools.
Senior Resolution Expeditor (ATL, GA Remote)
The Home Depot
03.2021 - 04.2022
- The HRSC Resolution Expeditor supports The Home Depot's HR Service Center (MYTHDHR) in providing excellent customer service to the contact center customers, associates and managers via active listening and professional communication during the intake of inbound communication from both internal and external customers via telephone, letters, e-mail and/or social networks
- The HRSC Resolution Expeditor resolves customer issues such as associate pay and other HR-related transactions and communicates resolution to appropriate parties and identifies problems that he/she cannot resolve and escalates them to appropriate leaders within the department
Lead Claims Adjuster (Hybrid / Remote)
State Farm
11.2016 - 02.2021
- Delivers a remarkable customer experience throughout the handling of lower complexity claims, identifying and ensuring prompt routing of claims to other functional areas
- Investigated and assessed damage to property and reviewed property damage estimates.
- Adjusters inspect property damage or personal injury claims to determine how much the insurance company should pay for the loss
- Verified insurance claims and determined fair amount for settlement.
- Adjusters interview the claimant and witnesses, inspect the property, and do additional research, such as look at police reports
Patient Account Representative
Avery Partners- Temp
01.2016 - 11.2016
- Post cash/check receipts (co-pays) and miscellaneous money received via the mail and interoffice into the computer and prepare daily bank deposits by remote deposit
- Post insurance/Patient payments received/ Creating Claims
- Process refunds and payment plans daily/ Post and issue refunds bi-monthly
- Assist with Pre-verification responsibilities, as needed
- Maintain appropriate files and records to effectively monitor payment and payment plan arrangements
- Posting payments/ patient registration/Completing daily reconciliation reports/ Training employees on certain job tasks
- Utilized computer programs to create invoices, letters and other documents.
- Prepared reports detailing billing actions, flags and other key information.
Account Receivable Specialist
Revenue Cycle
01.2014 - 01.2016
- Performed account receivables, follow up and investigate resolutions for insurance receivables in a manner that meets or exceeds the key performance indicators
- Demonstrated knowledge and understanding of standard bills forms, electronic claim submission with filing requirements and claims processing and query systems
- Claims industry knowledge of HMO, PPO, POS or indemnity delivery plans
- Ability to recognize and identify billing problems and pay your trends from EOBs and communicate effectively to leadership team to correct errors and trends in a timely manner
- Updated the account record to identify actions taken on the account
- Function effectively within a team and participate in contributing constructively to produce outcomes in a cooperative effort
Medical Billing and Coding Intern
Harper & Associates Family Medicine
09.2014 - 09.2014
- Provided exemplary customer service, answered multi-line phone system, faxed, filed claims, scheduled and rescheduled, canceled patient appointments, operated front office equipment, processed deposits, handled bad debt and collection payments, verified insurance claims, processed1500 claim forms, pulled & processed EOB's (explanation of benefits)
- Claims industry knowledge of HMO, PPO, POS or indemnity delivery plans
- Sorted and organized files, spreadsheets, and reports.
- Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines.
Shift Leader/ Senior Sales Associate
Smoothie King
08.2011 - 03.2014
- Providing excellent communication skills and also having the ability to work well with other team members and above all, the store's customers
- Stocking, Cashiering, Customer service skills, Inventory
- Other key responsibilities include issuing receipts, replacing orders, and maintaining the cleanliness of your workstation
Customer Service/Sales Associate
CVS/Pharmacy
12.2011 - 08.2013
- Provided customer service skills
- Ability to operate cash registers including cash transactions, checks, and charges
- Follow company policies and procedures regarding cash register performance
- Provided Requested help when needed to increase customer satisfaction reviews
- Maintain customer/patient confidentiality
- Helped customers locate products and checked store system for merchandise at other sites.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Prepared merchandise for sales floor by pricing or tagging.
- Managed efficient cash register operations.
- Engaged with customers to build rapport and loyalty.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
Medical Assistant Externship
Victory Pediatrics
03.2011 - 05.2011
- Measured patient vitals, performed venipuncture and X-Rays, answered multi-line phone systems, filed patient charts, faxed, scheduled and confirmed patient appointments, greeted visitors, and operated office equipment
Education
Graduate Certificate Of Medical Billing And Coding - Medical Billing And Coding
Laurus Technical Institute
Decatur, GA05-2014
Associate of Science - Medical Assisting
Westwood College
Tucker, GA01.2011
High School Diploma -
Martin Luther King Jr High School
Lithonia, GA05-2009
Skills
- Medical Coding
- Medical Scheduling
- Claims investigation
- Medical Billing
- Estimating repair costs
- CPT Coding
- Insurance policy sales
- Damage assessment
- Mathematics proficiency
- Excellent written communication
- Total loss evaluation
- Vehicle valuation
- Claims investigations
- Claims process explanation
- Teamwork
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Problem-solving abilities
- Salvage value determination
Certification
- Property & Casualty - April 2024
- National Producer Number : 21142915
- General Lines - All LOA
Timeline
Total Loss Adjuster (Remote)
First Acceptance Insurance
02.2024 - Current
Senior Total Loss Customer Care Specialist
IAA (Insurance Auto Auctions)
02.2023 - 02.2024
Commercial Claims Associate II (ATL GA Remote)
Zurich Insurance
04.2022 - 11.2022
Senior Resolution Expeditor (ATL, GA Remote)
The Home Depot
03.2021 - 04.2022
Lead Claims Adjuster (Hybrid / Remote)
State Farm
11.2016 - 02.2021
Patient Account Representative
Avery Partners- Temp
01.2016 - 11.2016
Medical Billing and Coding Intern
Harper & Associates Family Medicine
09.2014 - 09.2014
Account Receivable Specialist
Revenue Cycle
01.2014 - 01.2016
Customer Service/Sales Associate
CVS/Pharmacy
12.2011 - 08.2013
Shift Leader/ Senior Sales Associate
Smoothie King
08.2011 - 03.2014
Medical Assistant Externship
Victory Pediatrics
03.2011 - 05.2011
- Property & Casualty - April 2024
- National Producer Number : 21142915
- General Lines - All LOA
Graduate Certificate Of Medical Billing And Coding - Medical Billing And Coding
Laurus Technical Institute
Associate of Science - Medical Assisting
Westwood College
High School Diploma -
Martin Luther King Jr High School
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