Customer Service Administrative Assistant

Jennifer D. Garrison

**** ****** ******, *******, ** 16602

814-***-**** ******@**********.***

QUALIFICATIONS SUMMARY

Over 10 years of experience in administrative and customer service support

roles, including recent success in the insurance industry. Superb track

record of providing high-level customer service and meeting company goals.

Detail-oriented in prioritizing and completing deadline-sensitive tasks

efficiently with strong communication and interpersonal skills. Strict

compliance with privacy laws such has HIPAA. Training and management

skills, with administrative and technical supervision of employees.

Proficient use of Microsoft Word, MS Excel, Outlook, and MS PowerPoint.

Familiar with a wide range of office equipment.

KEY SKILLS

. Administrative and technical supervision of employees

. Establish guidelines and performance expectations

. Monitor and provide feedback to employees regarding performance

. Excellent oral and written communication skills

. Conflict Resolution

. Training of new employees

. Interview and assign in-house staff to best match tasks

. Resource management

. Infrastructure allocation and relocation

. Claims processing

. Determination of injury claim eligibility

. Claims processing

. Able to manage high volume of work

. Documentation of performance

. Complaint resolution

. Interpretation of laws and regulations

. Strict HIPAA observation and compliance

. Confidential document handling

PROFESSIONAL EXPERIENCE

Department of veterans Affairs, Altoona PA September 2010 - Present

Temporary Claims Assistant - Full time, 40 hours per week

. Managed phone, maintained calendars/follow-up systems, and e-mail.

. Internal and external Customer Service.

. Received and reviewed medical authorization requests.

. Processed medical authorizations using ICD-9 coding for community

providers.

. Scheduled medical appointments and testing for patients per doctor

request.

. Secured information to protect both company and patient privacy.

allstate insurance company, Altoona PA March 1999 - November 2009

Specialty Coverage Processor, 2009

Coverage Investigation Adjuster, 2008-2009

Claim Processing Specialist, 1999-2007 - Full time, 40 hours per week

. Facilitated Allstate's Specialty Coverage team to successfully recover

$4,794,874.00 in subrogation dollars through September, 2009 by tracking

down claimant and third party carrier information. Ultimately reducing

overall collection time cycle from 176.6 days to 108 days.

. Investigated, reviewed, and researched coverage on Allstate policies to

determine proper coverage for automobile claims. Communicated

professionally with customers, claimants, third-party carriers and

attorneys.

. Processed medical automobile personal insurance protection (PIP) claims.

. Verified/certified claimant and policyholder eligibility for PIP claim

payments.

. Mentored peers regarding proper claims handling and talk path for PIP

claims.

. Provided information for answering home office and insurance department

complaints as necessary.

. Demonstrated decision-making, organizational, analyzing and multi-tasking

skills daily.

. Extracted information from reliable sources to track down responsible

parties to recover subrogation dollars.

. Responsible for prioritization of work for self and trainees.

. Supervision of employees.

. Processed time keeping records.

. Working knowledge of claims regulations and motor vehicle laws for 20+

states.

. Excellent oral and written communication skills, with focus on compliance

with laws of each venue.

. Managed workload and work relationships in a fast-paced, high volume

environment.

. Considered a dependable "Go To" person for systematic/coverage issues, to

relocate computer equipment and phone systems.

. Interviewed in-house staff to best match individual skill sets to tasks.

. Compliance with HIPAA; strict adherence to confidentiality

. Operated general office equipment and remained flexible to perform duties

as assigned.

Accomplishments:

. Nominated for the distinguished performance award 2008.

. Received the Distinguished performance award in 2005.

. Received multiple Customer service awards.

DEAN ALLISON INSURANCE Agency, Altoona PA September 1996 - March 1999

Administrative Assistant

Assistant Personal Lines Producer - Full time, 40 hours per week

. Managed phones, maintained calendars/follow-up systems, and e-mail.

. Accounts receivable/payable.

. Processed incoming mail, ordered and stocked supplies; maintained

mailroom, copied and faxed Documents.

. Reviewed Insurance policies when received to confirm accuracy.

. Provided phenomenal customer service daily.

. Responsible for daily opening and closing office procedures.

. Trained in Fast Track Claims Handling, Reviewed and settled homeowner and

auto claims under $2,500.00.

Professional Development

. Completed Senior Claim Legal Assistant courses (Law of claims Fraud

investigation and defense, Liability, Law of automobile claims and

coverage, legal principals.)

. Ability to type no less than 53 words per minute.

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