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, CT08-2023
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
Similar Profiles
Travis GilpinTravis Gilpin
Sales Support Specialist at Symetra FinancialSales Support Specialist at Symetra Financial
Kristen DeRespiniKristen DeRespini
Customer Relations Associate at Symetra FinancialCustomer Relations Associate at Symetra Financial
Eric BaldwinEric Baldwin
Regional Vice President at Symetra FinancialRegional Vice President at Symetra Financial
Ana PastranaAna Pastrana
Home Furnishing Sales Consultant at Raymour FlaniganHome Furnishing Sales Consultant at Raymour Flanigan
Urmi ThusaUrmi Thusa
Loss Prevention & Customer Service Representative at Marshall / TJX CompaniesLoss Prevention & Customer Service Representative at Marshall / TJX Companies