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Office Customer Service

Mechanicsburg, Pennsylvania, United States
November 02, 2018

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Carrie Brandts Mechanicsburg, PA ***** 301-***-****

Paralegal Workers’ Compensation Specialist

… People-Oriented … Persuasive & Optimistic … Relationship Focused …

Extremely conscientious and dedicated professional with more than 18 years of experience in a customer facing role, sharing complex information and resolving issues with patience and persistence. Exceptional ability to work autonomously, planning and managing workflow to ensure objectives and deadlines are met. Possess strong computer proficiency, sound decision-making skills, and innate ability to skillfully multitask and simultaneously handle many projects in a busy, frequently challenging law office environment. Contributions include...

Maintaining verbal and written communication with workers, legal counsel, insurance representatives, employers, TPAs, and state agencies.

Serving as primary point-of-contact for clients, from initial engagement through resolution of workers’ compensation cases.

Preparing and maintaining complex case files that remain active from several months to years.

Professional Experience

Workers’ Compensation Paralegal/ Office Manager Ingerman & Horwitz, LLP 2000 to 2018

Independently manage Hagerstown office of this Baltimore-based full-service personal injury law firm while concurrently providing remote administrative support to attorney handling workers’ compensation claims for clients throughout Western Maryland region. Transferred from Frederick office following firm’s decision to open satellite office near client base (2007); performed essential role in setting up operations and worked autonomously for first six years.

Excel in executing the following functions, earning YoY exceptional performance ratings for teamwork, work management, customer service, and work ethic:

Case Management: Simultaneously manage approximately 175-200 active workers’ compensation cases, from inception through settlement. Input, manage and utilize claims information in Needles case management platform; monitor claim activity, maintain file diaries, document communications and actions, track time and costs, and ensure progression of case management to meet statues of limitations and other deadlines.

Client Services: Serve as primary contact for clients contacting Hagerstown office by phone, email, or walk-in. Listen to concerns and frustrations, establish rapport and procure confidence, collect information to determine eligibility of claim, provide basic explanation of the law, processes, and procedures, schedule appointments, communicate employer’s return-to-work parameters, and keep client’s abreast of progress in their respective cases. Assist clients with accessing and using Maryland’s Workers’ Compensation Commission Online System (equivalent to WCAIS).

Communications: Maintain regular communications with employers, insurance adjusters, healthcare providers, attorneys, court officials, and state regulatory commission through phone calls, email, fax, and letters. Order, review, and summarize complex medical reports/records, employer records, employee files, and wage information to support filing of case. Draft, distribute and track complex documents related to each case.

Office/ Facility Management: Function as point person/liaison to building landlord regarding any rental, maintenance, and repair issues and oversee completion of projects impacting office operations. Order supplies, maintain inventory, and process incoming and outgoing mail, faxes, and packages.

Staff Supervision: Supervise office assistant and provide in-depth training on administrative tasks pertaining to case management/daily operations, including opening/maintaining files and using case management software. Delegate work and oversee assignments.


A.A., PARALEGAL STUDIES, Frederick Community College

COMMUNITY ACTIVITIES: Served on Board of Directors for Aarsand Family Foundation’s “A Step to Success” program, supporting youth in Mid-Atlantic region through educational grants and self-improvement opportunities. Planned, secured funding, sponsors, and thank-you gifts, and jointly hosted teacher’s appreciation event for 36 teachers/staff of the Meritus Medical Center daycare/preschool facility.

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