CRYSTAL L. FRANKLIN

**** ******* ****, *******, ** 32773

acpeml@r.postjobfree.com ~ 386-***-****

http://www.linkedin.com/pub/crystal-franklin/27/984/705/en

Dedicated professional with over nine years of experience in Workers Compensation at a well known

Third Party Administrator. Consistently achieve record-high customer satisfaction rankings,

improvements to the bottom line and turnaround of underperforming operations. A Respected builder

and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as

a key driver of company goal attainment. Lead by example and ensure the execution of all intakes,

processing, quality and operational policies.

Demonstrated ability to streamline accounting and business processes, analyze complex issues

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and develop solutions, while adhering to company goals and core values.

In-depth knowledge of Workers Compensation laws and Home Care.

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Productive contributor to team projects and self-managed tasks, with the ability to successfully

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deliver multiple concurrent projects under tight deadlines.

Superior analytical and problem solving abilities; adept at providing hands-on leadership and

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direction in administrative and care coordinating procedures and practices.

EXPERIENCE

Orchid Medical, --Orlando, FL

11-2013/-Present

Catastrophic Care Coordinator

Coordinated Home Health Care services, set up transportation services for the injured worker,

Durable Medical equipment needs, Home Modifications for insurance companies. Processed the

request from the intake all the way through the patient was discharged from all home health care of

medical equipment services.

HOME CARE CONNECT, – Winter Park, FL 04/2012-04/2013

Durable Medical Equipment Manager

Managed all Home Health Care and Durable Medical Equipment orders, Coordinated the

appropriate services that were needed and updated the insurance carrier frequently with updates to

the insurance carrier. Scheduled in-services with providers to inform other employees of the lasted

Durable Medical Equipment and Home Health Care Companies that are up and coming in the

industry. Fulfilled Marketing duties for certain Insurance companies.

Special projects:

• Network Provider Credentialing- researched and completed group health and network

applications. Reviewed benefit eligibility of new referrals.

• Construction -Tracked and accounted for all Home Modification Projects, Managed the file to

insure all was on schedule and up to code.

ARTHUR’S CATERING, -- Orlando, FL 05/2011 –11/2014

Mixologist/Waitstaff

Set up wedding or party venues for events throughout Central Florida. Practiced great customer

service to ensure that everyone was happy with the services that we offered. Always practiced the

best customer service with every process from the set up of the event to the break down of the

event.

TOTAL MEDICAL SOLUTIONS-- ORLANDO, FL 10/2005 –

4/2012

Catastrophic Care Coordinator (2005 – 4/2012)

Coordinated Home Health Care service, Durable Medical equipment needs, Home Modifications

for insurance companies. Processed the request from the intake all the way through the patient was

discharged from all home health care of medical equipment services. Had to Hit High Monthly

dollar goals along with high intake referral numbers, provide excellent customer service to the

insurance carrier and keep the injured workers happy with the services that were being performed

in the home. Provided comprehensive administrative support to executive and senior-level

management, including handling incoming calls, processing correspondence, maintaining tenant

files, and inventory.

Mickey Finns (2002– 2005)

Hostess, Food runner, Waitress, Bartender

EDUCATION

Seminole State College- Medical Terminology, A&P 1&2, Nutrition

5-20 All Lines Adjuster License - P098268

SOFTWARE

Outlook, Excel, OMNI, Docuware, Mass 200, Goldmine, Quick books, Bright tree, faxes, printers

References Available Upon Request

"When the customer comes first, the customer will last" – Robert Half

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