Samantha Coffman-Payne
Louisville,KY
Summary
Team lead with a background in subrogation support, claims review, and administrative operations. Brings strong attention to detail, clear communication, and steady support for onboarding, training, client inquiries, and accurate work completion. Known for keeping tasks on track, following procedures, and helping teams meet quality standards.
Overview
12
12
years of professional experience
Work History
Team Lead, Subrogation Support Clerk
Optum, Inc; SubroIQ
Louisville, KY
12.2022 - Current
- Promoted into a leadership role for a strong work ethic and excellent customer service.
- Coached team members on procedures and daily expectations.
- Guided team members to complete tasks on time and to a high standard.
- Conducted onboarding and training for new employees.
- Responded to and resolved inquiries from internal and external clients.
- Ensured work quality by identifying and addressing process gaps.
- Collaborated with the manager to establish team goals and monitor progress.
- Identified process improvement opportunities and implemented necessary changes.
- Worked with the management team to implement new work procedures and policies.
History Clerk, Recovery/Resolutions Associate
Equian, LLC; Optum, Inc
Louisville, KY
01.2016 - 12.2022
- Reviewed account and claim amount discrepancies and resolved issues.
- Tracked inventory and mailing logs for evidence related to insurance claims, ensuring accurate documentation.
- Managed intake and outgoing evidence for claims.
- Completed data entry tasks with strong attention to accuracy and data integrity.
- Followed data security protocols to protect company assets.
- Supported high-priority projects by collaborating with team members.
- Adapted to changing priorities in a fast-paced work environment.
- Managed multiple tasks efficiently in fast-paced setting, maintaining focus on priorities to meet deadlines.
- Supported office operations through full accountability for clerical duties.
- Facilitated training sessions for new hires, enhancing understanding of company policies and procedures.
- Met company performance and quality standards consistently.
Claims Analyst
Equian, LLC
Louisville, KY
04.2018 - 11.2019
- Analyzed claims to assess recovery potential and ensure thorough evaluations
- Compiled relevant information and documents to build comprehensive recovery files
- Corresponded with clients and other insurance companies to verify and validate claim information
- Reviewed files to determine recovery potential
- Conducted investigations to collect evidence supporting claim resolutions.
- Organized and prioritized pending tasks to improve workflow efficiency.
- Followed all company procedures to keep data confidential.
Customer Service Representative
Equian LLC
Louisville, KY
10.2014 - 01.2016
- Answered 100 calls daily, addressing customer inquiries and resolving issues promptly
- Provided excellent customer service, handling patient's concerns and questions
- Adapted quickly to changing rules in a fast-paced environment
- Met and exceeded company performance and quality standards
- Worked independently, handling phone calls and completing tasks assigned
- Acquired expertise in subrogation process, assessing cases for potential recovery opportunities
- Investigated medical treatment reasons to evaluate cases for subrogation eligibility
Education
BACHELOR OF ARTS (B.A.) - MUSIC PRODUCTION
Full Sail University
Tampa, FL10-2023
HIGH SCHOOL DIPLOMA -
South Central Jr./Sr. High
01-2012
Skills
- Claims investigation
- Process improvement
- Attention to detail
- Data entry skills
- Microsoft Office Suite
- Clerical Support
- Administrative Support
- Customer service experience
- Team supervision
- Training facilitation
- Collaborator
- Problem-solving
- Multi-tasking
- Attention to detail
- Written communication
- Compliance training
- Written communication
Timeline
Team Lead, Subrogation Support Clerk
Optum, Inc; SubroIQ
12.2022 - Current
Claims Analyst
Equian, LLC
04.2018 - 11.2019
History Clerk, Recovery/Resolutions Associate
Equian, LLC; Optum, Inc
01.2016 - 12.2022
Customer Service Representative
Equian LLC
10.2014 - 01.2016
BACHELOR OF ARTS (B.A.) - MUSIC PRODUCTION
Full Sail University
HIGH SCHOOL DIPLOMA -
South Central Jr./Sr. High