Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Tanisha West

New Britain,CT

Summary

Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and meeting expectations within required timeframe. Sets example for work ethic, punctuality and quality.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Short-Term Disability Team Lead

Symetra Financial
Enfield, USA
01.2016 - Current
  • Review daily reports and distribute assigned tasks to the team, as necessary.
  • Organize and maintain an efficient workflow process, and participate in process improvements in partnership with the entire team.
  • Handle escalated calls and inquiries, and offer a solution.
  • Lead group presentations for new business onboarding.
  • Maintain a positive relationship with agents, brokers, client representatives, and client employees.
  • Identify and manage trends based on claim reviews and side-by-side coaching.
  • Help develop strategies and offer suggestions for improvement in helping the department reach its goals.
  • Supervise and motivate individuals on the team to reach their full potential.
  • Interview potential new hires and train new team member in relevant processes and guidelines.
  • Provided leadership and guidance to team members, ensuring that tasks were completed to a high standard with accuracy.
  • Knowledge of Federal FMLA, ADA leave as accommodation, and various paid family leaves and state regulations.

Sr. STD Claims Specialist

MetLife Disability
Bloomfield, USA
01.2008 - 01.2016
  • Managed short-term disability and workplace accommodations claims.
  • Reviewed and analyzed insurance claims to determine validity, completeness, accuracy, and eligibility for payment.
  • Place outgoing call to conduct interviews with claimants and healthcare providers.
  • Drafted written correspondence to communicate approval/denial of benefits to customers.
  • Handled inbound and outbound calls and responded to customer inquiries in a timely manner.
  • Worked as a liaison to the Workplace Accommodations Department and managed medically restricted and leave of absence claims.
  • Provided job coaching to new team members, as well as completing claim file reviews, to ensure Claim Specialists were making accurate decisions.
  • Investigated complex or high-value claims to identify discrepancies and fraud indicators. Recommended dispute exams as necessary.

Collections Unit Lead

Apria Healthcare
Cromwell, CT
02.2002 - 04.2008
  • Conducted regular meetings with team members to review outstanding debts, payment trends and strategies for improving debt recovery.
  • Scheduled and organized assignments, and completed audits to ensure work was performed accurately and efficiently.
  • Processed weekly time reports for payroll submission.
  • Conducted new hire interviews, performance appraisals, and made recommendations for promotions, merit increases, and employee discipline.
  • Researched overdue accounts and denied insurance claims.
  • Trained new hires and provided coaching to team members.
  • Responded to customer inquiries in a timely manner.
  • Ran month-end reports for review of outstanding revenue.

Education

Associate of Science - Health Science

Goodwin University
East Hartford, CT
08-2023

Skills

  • Adaptability
  • Team Leadership
  • Effective Communication
  • Computer Proficient
  • Problem Solving
  • Production Monitoring
  • Performance Improvement
  • Coaching and Mentoring
  • Trend tracking

Certification

Certified Leave Management Specialist Designation, DMEC, 05/2023

Timeline

Short-Term Disability Team Lead

Symetra Financial
01.2016 - Current

Sr. STD Claims Specialist

MetLife Disability
01.2008 - 01.2016

Collections Unit Lead

Apria Healthcare
02.2002 - 04.2008

Associate of Science - Health Science

Goodwin University
Tanisha West