Customer Service Management

Colleen M. Berger

303-***-****

**************@*******.***

Senior Specialist, Wellness, and Incident Management

Core Strengths:

. Ten years workers' compensation claims handling experience

. Ability to learn new skills easily, enjoy variety, am adaptable, and

excel at multiple tasks

. Exceptional oral and written communication skills

. Ambitious self-starter, with a positive attitude and assertive

personality

. Proficient at adhering to rules and regulations, and adept at

providing excellent customer service

Professional Qualifications:

. Administered workers' compensation claims adjustment for

several clients under Washington, Utah, and Colorado state

claims

. Coordinated claims management with stakeholders

. Generated claims reporting forms to the appropriate state's

mandated jurisdictional law requirements

. Executed time loss, loss of earning power, and permanent

partial disability benefit payments to injured workers

. Initiated assignment of nurse case managers, vocational

rehabilitation counselors, attorneys, and investigators to

complicated claims

. Investigated injured workers' claims for compensability, and

resolved questionable claims as they arose

. Analyzed and monitored injured workers' files and progress

notes for action

. Participated in both telephonic and in-person claims reviews

for each individual client, as requested

. Attended mediation, settlement, and Board of Industrial

Insurance Appeals conferences for claims

. Reviewed medical bills for approval and payment in a timely

manner

. Performed labor market surveys when attempting to find injured

workers employable in a potential job

. Provided on-site job analyses for the injured workers' job of

injury

. Managed OSHA reporting, as required by law

. Completed claims advantage interviews, strategic plans of

action reports, and prepared updated status reports as needed

on each claim

. Tailored correspondence and documents daily to injured

workers, attending physicians, and employers

Work History:

8/10 - 2/11 Workers' Compensation Claims Representative Farmers

Insurance, Denver, CO

7/09 - 8/10 Workers' Compensation Claims Examiner III Broadspire,

Englewood, CO

4/06 - 7/09 Workers' Compensation Claims Examiner III Broadspire,

SeaTac, WA

4/04 - 4/06 Workers' Compensation Claims Adjuster Ward North America,

Tacoma, WA

6/03 - 4/04 Workers' Compensation Claims Adjuster Insurance Overload,

Renton, WA

8/02 - 2/03 Workers' Compensation Claims Adjudicator Washington

Hospitals, Seattle, WA

4/02 - 8/02 Vocational Rehabilitation Counselor Intern

Whittall Management, Tacoma, WA

10/00 - 4/02 Workers' Compensation Claims Adjuster Pinnacle Risk,

Federal Way, WA

5/00 - 10/00 Workers' Compensation Claims Adjuster Crawford &

Company, Bellevue, WA

Education:

Northwest University, Kirkland, WA, B.A. Organizational Management

Military Service:

Military Police, United States Army, Ft. Lewis, WA

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