Tracey Mitchell

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• Checked documentation for accuracy and validity on updated systems.
• Verified client information by analyzing existing evidence on file.
• Maintained strong knowledge of basic medical terminology to better understand services and procedures.
• Maintained confidentiality of patient finances, records and health statuses.
• Prepared insurance claim forms or related documents and reviewed for completeness.
• Evaluated and settled complex insurance claims in strict timeframes.
• Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
• Initiated outbound customer calls to review policy reviews and late payments to avoid lapse in coverage.
• Directed incoming calls to internal personnel and departments, routing to best-qualified department.
• Investigated and resolved customer inquiries and complaints quickly.
• Responded proactively and positively to rapid change.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Delivered prompt service to prioritize customer needs.
• Met customer call guidelines for service levels, handle time and productivity.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Cross-trained and provided back up for customer service managers.

• Provides comprehensive data updates to Program Manager regarding status of screening/assessment activity.
• Managed caseload of 25+ children in welfare system to provide comprehensive, community-based care.
• Partnered with physicians, social workers, activity therapists, nutritionists and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
• Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations and procedural costs.
• Managed support services and fostered communication among social workers, therapists, hospital staff and patients.
• Increased referral rates by providing excellent service and building meaningful relationships with patients and caregivers.
• Collaborated with external agencies to meet educational and transitional needs of students.
• Educated patients and loved ones about different treatment options and outside care approaches to reduce burden on hospital resources.
• Developed positive relationships with parents to foster communication and encourage involvement for student growth.
• Evaluated IEP for compliance with state and federal requirements regulations and rectified non-compliance issues immediately.
• Monitored student progress and reviewed and revised IEP to meet emerging student needs.

• Apply critical thinking and problem-solving skills to research, troubleshoot, and walk clients through system to provide solutions
• Communicate effectively with clients using phone, text, or email
• Establish customer relationships and follow up with customers, as needed
• Schedule appointments for estimates and/or repairs, identify customer needs, and provide options
• Follow up on pending issues seeking resolution
• Provide thorough, accurate and ethical customer support to clients
• Develop and maintain strong relationships with clients and team members
• Respond to emails in timely manner creating effortless experience for client
• Serve as Mentor on Liberty Mutual Mentor Team mentoring New Trainees during their “Nesting” period.
• Liaised between account holders and various departments.
• Listened attentively to client feedback and worked with product development team to introduce new services.

• Demonstrated “I CAN HELP ATTITUDE”
• Excellent writing skills, concise and accurately constructed correspondence
• Detail oriented with ability to manage time effectively as hourly production is measured accordingly
• Sustain productivity and quality targets
• Provided one call resolution to each problem that arose
• Review detailed medical records, itineraries and other documentation
• Proactive work to resolve claims as expeditiously as possible; decisions are made based on authority levels, policies and documented procedures.
• Answered questions about eligibility determinations and plan options.
• Processed enrollment paperwork and benefits forms.

• Responded to customer inquiry calls, quickly assessing consumer needs and problems in order to deliver ideal solution
• Ability to multitask different screens using dual monitors
• Provided One shop stop addressing all customer concerns
• Exceeded monthly goals that were required
• Spoke with business owners to service credit cards and payment issues
• Engaged customers about their benefits by asking probing questions
• Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
• Maintained energy and enthusiasm in fast-paced environment.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Offered friendly and efficient service to customers, handled challenging situations with ease.