Veronica S. Williams
Paterson,NJ
Summary
Business-minded Disability Claims Analyst with exemplary skills in customer service, time management and service coordination. Bringing over 9 years of related experience combined with superior mathematical abilities. Pursuing similar position requiring analytical skills, a problem solver with excellent public relations skills and an ongoing commitment to professionalism, customer satisfaction and account retention.
Overview
14
14
years of professional experience
Work History
Sr. Ability Analyst
The Hartford
05.2021 - Current
- Manages assigned caseload of disability claims for Short-Term Disability and Paid Family Leave Claims.
- Effectively manage claim duration and productivity to established targets.
- Utilize critical thinking and mathematical aptitude to gather information, apply sound reasoning and draw appropriate conclusion.
- Maintain high level customer focus and provide service deliverables on time.
- Daily prioritization decisions with emphasis on Intake/Adjudicate process variations.
- Ensure accuracy of case management and claim information, and compliance with policy provisions and state/federal regulations.
- Make accurate claim payments in accordance with terms of the contracts.
- Compile and update accurate account and process information. Recognizes problems, identify trends, and summarize information for improvement recommendations.
- Utilizes appropriate resources to assist with claim, desk, and process management.
- Meet/exceed established performance standards.
Sr. Ability Analyst
The Hartford
01.2017 - 04.2021
- Provide exceptional customer service by maintaining dedication to meeting the expectations and requirements of internal and external customers.
- Work within a fast-paced environment that directly interacts with internal and external customers to retrieve or relay information relevant to Short-Term Disability and Paid Family Leave Claims.
- Utilize critical thinking and mathematical aptitude to gather information, apply sound reasoning and draw appropriate conclusion.
- Utilize business acumen and technical expertise to make sound decisions based upon a mixture of analysis, experience and judgment, with management oversight.
Customer Care Analyst
The Hartford
01.2014 - 01.2017
- Respond to benefit questions (Short Term Disability, Long Term Disability, FMLA) and approval and payment questions adhering to established compliance and performance processes.
- Build rapport and maintain positive relationships with both potential and existing customers, both internal and external, understanding their individual needs, personalizing a solution of value, and creating a memorable customer experience.
- Multi-task workloads which can span inbound phone requests, outbound call tasks, mail/email/fax requests, and occasional project assignments - while managing service level targets.
- Utilize active listening and critical thinking skills to quickly analyze and clearly understand a specific request or customer need, and then leverage knowledge and resources to provide the appropriate solutions.
- Take ownership to ensure that we go above and beyond to service each caller's needs, utilizing every touch point as an opportunity to build value and The Hartford brand.
- Commit to learning and developing, including a better understanding of Hartford products and business lines, both as an individual and as part of the group.
Customers Service Representative
Meritain Health
, IN
03.2010 - 12.2013
- Handled 75-80 incoming calls per day regarding the Participants policy (enrollment issues, claims issues, provider questions, benefits, etc.)
- Made outbound calls to members or healthcare providers regarding resolution of claim status, pre-authorizations, enrollment status and eligibility.
- Provided training support for new hires.
- Investigated and resolved outstanding issues on behalf of the Participant by communication with applicable departments and responding to the Participant as needed.
- Ability to educate Participants on their plan guidelines, policies, and procedures.
- Initiated claim adjustments, additional ID card replacements, duplicated EOB's, canceled check requests, etc.
- Provided technical assistance to members and providers in gaining access to the online website.
Education
Bachelor of Science - Business Management
Western Governors University
Salt Lake City, UT 08.2019
Associate of Science - Office Administration
Ivy Tech Community College of Indiana
Evansville, IN06.2014
Skills
- Trained extensively in STD/FMLA/Paid Family Leave
- MS Office proficient
- Results-oriented
- Proactive team player
- Motivated self-starter
- Written Communication
- Problem-Solving
- Continuous Improvement
- Task Prioritization
- Teamwork and Collaboration
- Problem-solving aptitude
- Time Management
- Process Improvement
- Decision-Making
- Adaptability and Flexibility
- Reliability
- Analytical Skills
- Multitasking
- Organizational Skills
- Excellent Communication
Timeline
Sr. Ability Analyst
The Hartford
05.2021 - Current
Sr. Ability Analyst
The Hartford
01.2017 - 04.2021
Customer Care Analyst
The Hartford
01.2014 - 01.2017
Customers Service Representative
Meritain Health
03.2010 - 12.2013
Bachelor of Science - Business Management
Western Governors University
Associate of Science - Office Administration
Ivy Tech Community College of Indiana
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