Taylor Cotton
Madison,US
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
10
10
years of professional experience
Work History
Short Term Disability Claim Specialist
The Hartford Insurance Group
Remote, MS
05.2020 - Current
- Independently manage a caseload of Short-Term Disability (STD) claims from intake through resolution, partnering with claimants, employers, and medical professionals via phone and email to gather and assess information related to disability status and applicable state and federal benefits.
- Conduct initial and ongoing interviews with claimants to gather key information for claim evaluation, while reviewing medical documentation and partnering with clinical and vocational experts to support informed decisions.
- Deliver timely and ethical claim determinations, ensuring consistency with company guidelines and regulatory standards.
- Collaborate with case managers, nurse case managers, vocational specialists, and consulting physicians to support appropriate, ethical, and timely claim determinations.
- Review complex medical records and leverage a variety of tools and resources to determine appropriate claim durations and guide ongoing action planning throughout the claim lifecycle.
- Deliver exceptional customer service by proactively identifying needs and opportunities, while building strong relationships with claimants, employers, and internal partners.
Customer Support Specialist
Progressive Casualty Insurance
Remote, MS
12.2016 - 05.2020
- Provide exceptional service in a high-volume contact center environment by handling back-to-back inbound calls, many of which involve complex or emotionally sensitive situations.
- Support customers navigating challenging experiences with empathy, professionalism and urgency, de-escalating concerns and turning tough moments into positive outcomes.
- Manage multiple systems and screens while resolving inquiries accurately, all while meeting or exceeding productivity, quality and attendance goals in a fast-paced environment.
- Build strong, collaborative relationships with your team, internal partners and customers, while upholding our values of customer focus, integrity, innovation, accountability and collaboration.
Education
High School Diploma -
Callaway High School
Jackson, MSSkills
- Claims Processing
- Problem-solving skills
- MS office
- Analytical thinking
- Conflict resolution
- Strong Communication Skills
- Accountability
- Reliability
- ICD-10
- GSAP
- Fineos
- Compass
- Medical terminology
- Time management
- Adaptability and flexibility
- Scheduling
- Verbal and written communication
- CRM software
- High-energy attitude
- Team collaboration
Timeline
Short Term Disability Claim Specialist
The Hartford Insurance Group
05.2020 - Current
Customer Support Specialist
Progressive Casualty Insurance
12.2016 - 05.2020
High School Diploma -
Callaway High School