Customer Service Medical

PATRICIA A. BOWERS

**** ****** ***** ****

Jamestown, NC 27282

Phone: 336-***-****

Email: abh3pe@r.postjobfree.com

SUMMARY

Experienced Financial Services Team leader with broad background in

employee benefits administration, client relationship management and

project management in time sensitive environments. Recognized for coaching

and supervisory skills that motivate associates to provide excellent

service even in challenging situations such as mergers and acquisitions.

Strong organizational and analytical skills, excellent work ethic and

communication skills.

PROFESSIONAL EXPERIENCE

LINCOLN FINANCIAL GROUP, Greensboro, NC 1987-

1999 & 2005-2010

Offers life insurance and comprehensive financial services

Team Leader, Premier Partner Executive Service Center

2005-2010

Prepared team members to be high achievers, providing excellent support for

sales agents while also growing in order to qualify for advancement.

Provided immediate feedback and monthly coaching sessions related to

quality, productivity and attendance goals as well as personal goals.

. Maintained challenging call metrics following expansion due to merger of

3 lines of business. Customer base increased by 300% while staff only

increased 20%.

. Served on new hire team implementing competency-based assessment tools,

pre-screening interviews and review of hiring procedures to develop a

consistent hiring process, increase efficiencies, and define target

competencies.

ISURITY, High Point, NC

2004-2005

Offered workers' compensation underwriting and claims administration

Claims Adjuster

Investigated claims by obtaining employer statements and recorded

statements from employees and witnesses. Determined compensability based on

evaluation of statements and medical chart notes. Directed medical

treatment to providers of care as necessary. Calculated permanent partial

disability ratings based on NC Industrial Commission guidelines.

. Passed adjuster's license examination on first attempt upon completion of

40-hour course.

. Achieved 109% claims closure ratio within 4 months.

STANLEY, HUNT, DUPREE & RHINE, INC. Greensboro, NC

1998-2004

Benefits consulting firm; subsidiary of BB&T

Employee Benefits Administrator (Compliance Division)

2002-2004

Revised language for defined contribution retirement plan and summary plan

descriptions to comply with federal retirement legislation, managed pension

plan annual governmental filing project for over 125 plans, and managed

health and welfare annual governmental filing project.

. Successfully integrated health and welfare annual governmental filing

project into Compliance Division, and ensured continuity of service

immediately following close out of health and welfare operations

division.

Team Leader, Flexible Spending Plan Operations

1999-2002

Managed general administration of flexible spending employee benefit plans,

including: review

of claims for eligibility in accordance with IRS guidelines; allocation of

participants' payroll deductions; reconciliation of client trust accounts;

and preparation of monthly invoice spreadsheets. Organized and directed the

workflow of 4 direct reports ensuring timeliness. Met with new clients to

assist with FSA plan design and communicate compliance and administrative

responsibilities of plan sponsor.

. Retained 100% of existing client base during period when participant base

grew 400% in a single year.

. Successfully developed and delivered large group presentations (200+)

educating employees regarding the benefits of flexible spending plans and

increasing participation.

. Reconciled trust accounts established for contributions and disbursements

of each plan sponsor, ranging from $20,000 to $1.5 million in annual

contributions.

Flexible Spending Analyst

1998-1999

JP FINANCIAL (later merged with Lincoln Financial) Greensboro, NC

1987-1998

Senior Compliance/Contract Analyst

1990-1998

Prepared and issued agreements between insurer and plan sponsor. Developed

language describing complex funding arrangements, and new policy language

for newly developed products. Reviewed legislative changes and developed

product language needed to comply. Filed new and revised policy forms for

state insurance departments' approval. Provided customer service to field

personnel, case administrators, agents, clients and their legal counsel

regarding language of all contract types.

. Integrated contract responsibilities of closed out underwriting

department for non-conventionally funded plans, and prepared operations

manual.

. Assisted 8 contract drafters who prepared group insurance policies,

certificates, riders and summary plan descriptions. Also, assisted in the

review of contracts before final issue and performed contract

supervisor's duties in his absence.

. Facilitated review sessions between field personnel and administrators,

auditing internal case material for accuracy, adequacy and compliance,

resulting in improved efficiencies for case set up.

Group Medical Claims Examiner

1987-1990

Reviewed medical and dental claims, complying with contract provisions,

processed benefits. Provided customer service to policyholders and medical

providers.

. Achieved 165% average daily processing quota within first year.

. Consistently maintained excellent quality audit ratings.

EDUCATION/TRAINING

BS, Business and Economics

High Point University, High Point, NC

GPA: 4.0

BA, Journalism

UNC Chapel Hill, Chapel Hill, NC

Southern Guilford High School class valedictorian

Health Insurance Association of America, HIA and MHP designations

Life Office Management Association, FLMI and ACS designations

Chartered Life Underwriter and Chartered Financial Consultant, 5 course

credits

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