Stephanie Kettenring

Utilized well-developed claim skills and in-depth technical knowledge to manage claims effectively, ensuring high-quality customer service. In addition, the ability to demonstrate a higher level of proficiency and independence in all aspects of the claim management and decision-making process and can share their knowledge with lesser experienced employees.

In this position, you must demonstrate expert skills in claim management, contract interpretation and operation of systems. Additionally, you must demonstrate mentoring and special project work.

Principal Duties and Responsibilities

o Independently manage a full caseload of complex claims, ensuring appropriate sign offs are obtained. This may include responsibility for complex claims and accounts. Caseload size may vary by product(s).

o Independently build action plans, analyze outcomes and render a determination in accordance with our quality and service guidelines.

o Independently evaluate and analyze all information in claim files to determine appropriate action steps and adjudication of claims.

o Evaluate the need for and ensure timely referrals to others as appropriate.

o Undertake a timely, accurate claims review, initiate appropriate claim validation activities, and recommend either initial approval of benefits or denial of the claim. Can effectively articulate rationale for action.

o Display a thorough knowledge of products, policies/procedures, contracts and medical and vocational issues, financial and legal issues.

o Demonstrate a strong understanding of the applicable contract/policy definitions and relevant provisions, clauses, exclusions, riders and waivers as well as regulatory and statutory requirements for claim products administered.

o Apply contract/policy knowledge and analyze technical and complex contractual knowledge (policies and provisions) to ensure appropriate eligibility requirements, liability decisions and appropriate payee.

o Problem solve with an independent demonstration of analytical/ logical thinking, recognizing multiple connections, optimizing results by choosing the best strategies resulting in fair and objective claim decisions

o Verify on-going liability and develop strategies for return to work opportunities as appropriate. Demonstrate strong claim validation and return to work techniques, where applicable.

o Produce objective, clear documentation and technical rationale for all claim determinations and demonstrate the ability to effectively verbally communicate determinations.

o Demonstrate strong knowledge and effectively utilize a broad spectrum of resources, materials and tools regarding contractual, medical, vocational, disability and RTW strategies, as required.

o Strong knowledge of the applicable claims system(s).

o Coordinate and share information with other products as appropriate.

o Provide timely and excellent customer service by paying appropriate claims promptly and quickly responding to all inquiries.

o Maintain expected service and quality standards on all assigned claims.

o Protect the Company against extra-contractual liabilities by following established guidelines and regulations.

May perform other duties as assigned

Customer Service Duties

• Served as the primary point of contact for passengers, providing professional and courteous assistance throughout their travel experience.
• Assisted customers with check-in procedures, seat assignments, boarding passes, flight information, and travel documentation requirements.
• Responded to passenger questions regarding schedules, gate changes, delays, cancellations, baggage policies, and connecting flights.
• Resolved customer complaints and travel disruptions by identifying solutions and coordinating with airport operations, flight crews, and other departments.
• Assisted elderly passengers, travelers with disabilities, unaccompanied minors, and customers requiring special accommodations.
• Maintained calm and professional communications during flight delays, weather events, and other high-stress situations.
• Processed ticketing transactions, fare collections, refunds, and travel adjustments while ensuring policy compliance.
• Handled lost luggage and misplaced item inquiries, providing timely updates and follow-through until resolution.
• Promoted airline services, loyalty programs, and travel options to enhance customer satisfaction and retention.
• Built positive relationships with passengers by using active listening, empathy, and effective problem-solving skills.

Delivered exceptional customer service to hundreds of airline passengers daily by assisting with check-in, boarding, baggage services, flight changes, and travel-related concerns. Resolved complex customer issues with professionalism, maintained accurate travel records, communicated operational updates, and ensured a positive travel experience while working in a fast-paced airport environment.

• Customer relationship management
• Conflict resolution
• Problem-solving
• Multitasking
• Written and verbal communication
• Recordkeeping and documentation
• Policy and procedure compliance
• Team collaboration
• Service recovery and de-escalation
• Attention to detail

· Providing customer service during check-in, boarding, and travel disruptions.

· Assisting passengers with inquiries, complaints, and special needs.

· Managing baggage handling and fare collection.

· Monitoring flight schedules and communicating updates.

· Coordinating boarding and crowd control.

· Supporting flight operations and ground crews.

· Ensuring safety, security, and regulatory compliance.

· Training new employees and improving operational workflows.

· Operating airport equipment and servicing aircraft.

· Handling reservations, payments, refunds, and travel arrangements