Terri Michelle Russell
Zephyrhills,FL
Summary
Skilled professional ready to excel in leadership role with focus on results-driven performance. Proven ability to streamline operations and foster team collaboration to achieve organizational goals. Known for reliability and adaptability in meeting changing demands while maintaining high standards.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Long Term Care Supervisor
MetLife
Tampa, FL
11.2022 - Current
- Developed our associates and strengthened our talent pipeline by identifying trends and providing appropriate coaching and feedback
- Oversaw case management and claims accuracy for direct reports
- Contributed to exceeding the departmental Net Promoter Score of 53% and the departmental Customer Satisfaction score of 92%
- Mitigated escalations by using critical thinking and problem solving skills
- Fostered a culture of engagement, inclusion, and leadership development, improving MyVoice scores and cross-functional collaboration
Senior Care Coordinator
MetLife
Tampa, FL
03.2022 - 11.2022
- Partnered with Supervisor to identify training needs, process improvement needs, and resolve escalated claims issues
- Mentored new and existing care coordinators
- Managed a high complex caseload while maintaining 100% decisional accuracy
- Promoted and embraced new initiatives within department
- Assisted supervisor with case review
Care Coordinator
MetLife
Tampa, FL
05.2019 - 03.2022
- Managed assigned caseload with limited supervision.
- Followed established policies to determine benefit eligibility for long term care claims
- Mentored new and existed care coordinators
- Resolved claims issues while managing a high caseload with 100% decisional accuracy
- Communicates decisions to policyholders and or their representatives in both verbal and written form.
Senior Customer Service Specialist
EMSI
Tampa, FL
11.2008 - 05.2019
- Responsible for verifying eligibility and obtaining pre-authorization from all workers compensation, auto insurance, and group insurance for DME equipment/supplies.
- Obtained necessary medical documentation from physician offices for pre-authorization
- Provided customer service and technical support with their Electrical stimulation units and accounts.
Education
High School -
Pasco High School
Skills
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
- Attention to detail
- Complex Problem-solving
Certification
- Leadership Essentials, MetLife - April 24, 2023
Timeline
Long Term Care Supervisor
MetLife
11.2022 - Current
Senior Care Coordinator
MetLife
03.2022 - 11.2022
Care Coordinator
MetLife
05.2019 - 03.2022
Senior Customer Service Specialist
EMSI
11.2008 - 05.2019
High School -
Pasco High School