Valencia P. Townsend
Richmond,VA
Summary
Talented Intake Specialist offering 5+ years of experience in conducting intake interviews and summarizing data with speed and efficiency. Connects with clients easily to provide thoughtful and compassionate assistance. Manages client files and prioritizing tasks to achieve optimal productivity.
Overview
7
7
years of professional experience
Work History
Intake Analyst Representative I
Corvel Healthcare Corporation
12.2019 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs via daily emails and correspondence.
- Responsible for addressing client, patient and /or provider inquires via email, fax, telephonic or written correspondence.
- Adhering to contractual and state guidelines as well as client instructions.
- Demonstrated respect, friendliness and willingness to help wherever needed
Senior Claims Representative
Genworth Financial Lynchburg, Virginia
12.2018 - 12.2019
- Worked productively in fast-moving work environment to process large volumes of claims..
- I was a lead point of contact for the insured or their legal representative to provide the status of their eligibility review and set expectations as well as answer general status or payment questions.
- I made claim payments based on claimant's contract and other information provided at initial time of claim or ongoing payments through the claims life cycle as well as determining the need for additional information to properly determine risk.
- I was responsible for incoming and outgoing calls to claimants, caregivers, facilities and other persons or entities involved in the claim to enhance the customers experience.
Call Center Representative
Genworth Financial Lynchburg, Virginia
05.2017 - 12.2018
- I handled inbound phone calls from policy holders or their representative promptly in a professional manner.
- I answered questions accurately and transferred calls to appropriate staff for completion.
- I handled claim inquires on multiple product lines.
- i explained specific coverage and claim status to claimants.
- I documented all calls and concisely and completed any follow upwork.
Licensed Property and Casualty Agent
Teleperformance USA
05.2016 - 05.2017
- Primarily responsible for providing the highest level of quality service to members through handling of routine to moderate inquiries regarding members auto insurance policies
- Created member relationship through needs assessment and solution offering a wide array of products and services.
- Assisted members with policy and billing questions.
- Finalized sales and collected necessary deposits.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Educated clients on insurance policies and procedures.
Education
Associate of Applied Science - Legal Studies
University of Richmond
Richmond, VA05.2008
Bachelor of Science - Business Administration And Management
Virginia State University
Petersburg, VA05.1995
Skills
- Intake Assessment
- Eligibility Reviews
- Analyzing Claims
- Claim Processing
- Initial Injury Intake
- Intake processing
Timeline
Intake Analyst Representative I
Corvel Healthcare Corporation
12.2019 - Current
Senior Claims Representative
Genworth Financial Lynchburg, Virginia
12.2018 - 12.2019
Call Center Representative
Genworth Financial Lynchburg, Virginia
05.2017 - 12.2018
Licensed Property and Casualty Agent
Teleperformance USA
05.2016 - 05.2017
Associate of Applied Science - Legal Studies
University of Richmond
Bachelor of Science - Business Administration And Management
Virginia State University
License
State of Virginia Property and Casualty License
License
State of Virginia Property and Casualty License
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