Torrence Benton

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• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Managed 30-35 per day for customers.
• Achieved high-quality service by adhering to company policies and procedures during each interaction.
• Facilitated communication between patients, insurance companies, and medical staff for seamless coordination of care.
• Maintained accurate records of customer interactions, ensuring proper documentation within company's database.
• Mentored junior team members, contributing to their professional growth and development.
• Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.

• Managed approximately 20-25 claims per day for providers
• Reduced claims processing time by implementing efficient analytical techniques and strategies.
• Streamlined workflow processes for improved efficiency and reduced claim resolution times.
• Collaborated with cross-functional teams to develop best practices for claim handling procedures.
• Expedited claims resolutions for improved customer satisfaction through thorough investigations and timely communications.
• Conducted comprehensive claim reviews to determine coverage applicability, policy limits, and appropriate payment amounts.

• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Monitored workflow to improve employee time management and increase productivity.
• Evaluated employee performance and coached and trained to improve weak areas.
• Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
• Conducted regular reviews of operations and identified areas for improvement.
• Generated reports detailing findings and recommendations.
• Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
• Mentored and coached team members on QA topics and strategies.
• Managed team of 10-15 production associates, overseeing productive production processes and meeting all deadlines.
• Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
• Coordinated pre-employment screenings, background checks, and documentation requirements to expedite hiring timelines and reduce potential delays in bringing talent onboard.

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• Responded to customer calls and emails to assist with claims, and benefit inquiries.
• Analyzed and addressed escalated claims to resolve issues quickly.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Used ticketing systems to manage and process support actions and requests.
• Ensured compliance with industry standards, researching updates to the ANSI X12 format as needed.