Manager Customer Service
Resume:
Michele Flaherty
* ******** **., **** * Winsted, CT 06098
Cell: 860-***-**** : ***************@*****.***
Professional Summary
Driven and compassionate professional with hands-on experience in fast-paced insurance industry and hospital environments. Accountable and responsible with a strong focus on patient wellness and customer satisfaction. Excellent customer service and computer skills.
Education and Training
Associate of Science: Hospitality Management, 1996
Holyoke Community College –
303 Homestead Ave, Holyoke, MA, United States
Coursework in Accounting, Financial Management and Event Planning.
Coursework in Travel and Tourism
Bachelor of Science: Healthcare Administration, 2013
Kaplan University –
1801 E Kimberly Rd, Davenport, IA 52807
3.5 GPA
Coursework in Community and Public Health Coursework in Health and Human Services
Skill Highlights
Front desk training
Listening skills
Event planning
Operations management
Exceptional multi-tasker
Patient-oriented
Travel agency background
Personal and professional integrity
Hospitality expertise
Government relations knowledge
Communicates effectively
Effectively influences others
Proven patience and self-discipline
Cultural awareness and sensitivity
Professional Experience
LTD Case Manager
January 2018 to present
Symetra Financial – 1 Corporate Ave. Enfield CT
Assist claimants by giving basic instructions on proceeding with their claims. Review insurance policies to determine coverage and prepare any needed forms. Must create, organize, maintain and retrieve multiple detailed paper and electronic records stored on multiple computer systems. Conduct initial interviews with the claimants and gather medical records regarding claimant’s disability. Follow HIPAA and ERISA guidelines. Make initial decisions and engage proper resources to ensure understanding of the claimant’s disability. Knowledge of claimant’s disability plan to provide pertinent information to the claimant and proper documentation to the claim. Conduct Pre-X investigations when applicable. Write professional decision letters to the claimant regarding approvals, denials, and Limited Benefit Disabilities. Must be organized and able to handle a large case load and present claims in Claim Discussion Meetings.
LTD Claims Specialist
August 2013 to January 2018
MetLife - 1300 Hall Blvd Bloomfield, CT
Assist claimants by giving basic instructions on proceeding with their claims. Review insurance policies to determine coverage and prepare any needed forms. Must create, organize, maintain and retrieve multiple detailed paper and electronic records stored on multiple computer systems. Conduct initial interviews with the claimants and gather medical records regarding claimant’s disability. Follow HIPAA and ERISA guidelines. Make initial decisions and engage proper resources to ensure understanding of the claimant’s disability. Knowledge of claimant’s disability plan to provide pertinent information to the claimant and proper documentation to the claim. Conduct Pre-X investigations when applicable. Write professional decision letters to the claimant regarding approvals, denials, and Limited Benefit Disabilities. Must be organized and able to handle a large case load and present claims in Claim Discussion Meetings.
Business Unit Secretary
March 2013 to 2013
Charlotte Hungerford Hospital - Torrington, CT
The Business Unit secretary needs to be able to multitask and handle tasks that can change on a daily or even hourly
basis. Along with answering phone calls and handling patient inquiries, the unit secretary often remind physicians of
appointments or patients who are waiting to be examined. You must be organized, courteous and have a firm grasp of
filing procedures. Unit secretary also need to know how to use basic office equipment, such as computers and the phone
system, and be able to follow instruction and work alone.
Medical Receptionist
August 2011 to 2013
Litchfield County OBGYN - Torrington, C T Duties include answering phones for a busy fast paced 4 doctor practice. Making appointments for routine exams as well as minor procedures, ultra-sounds, mammograms, and referral appointments. Check in patients and crossed trained in check out. Follow HIPAA rules and regulations to keep medical records confidential.
Pricing signage coordinator
June 2009 to August 2011
Lowes - Torrington, C T
Duties include working the daily suspended price report and in charge of signage for the entire store. Assist the
Operations Supervisor in the daily pricing, signage, mismatch reports for the store. Great organizational skills and multi-tasking was required. Reported directly to the store manager.
Purchasing department
November 2006 to March 2007
International Commercial Supply (ICS) - Winsted, CT
Expedited incoming products by phone, email and fax with vendors. Return materials clerk. Crossed trained in billing and invoicing, shipping and receiving.
Receptionist
September 2006 to March 2007
Chiropractic Health Center - Torrington, CT
Answering phones, making appointment, checked on all insurance coverage. Setting patients up in the room for the doctor.
Research data entry clerk
January 2006 to July 2006
Uconn Medical Center - Farmington, CT
Data entry for confidential case studies. Microsoft word, excel, and SPSS knowledge.
Inside sales agent
March 2003 to September 2005 FCT Electronics - Torrington, CT
Inside sales representative for major accounts. Administrative assistant for outside sales manager. Assisted sales
manger with quotes to the clients and putting in final orders. Assisted and participated in conference call with sales
manager. Followed through with client and confirmed customer satisfaction of our product. Microsoft word and Excel
knowledge.
Front desk manager
November 2001 to March 2003
Litchfield Inn - Litchfield, CT
Managed front desk personnel. Accounts payable. Assisted the Inn keeper in daily operations of the inn. In charge of wedding contract. Microsoft word and excel knowledge.
Business travel consultant
January 2000 to October 2001
American Express Travel - Hartford, CT
Travel reservations for large corporations on SABRE system in a busy call center. Provided excellent customer service for clients. Must be organized and able to work in a fast pace environment.
Operations Supervisor
September 1997 to January 2000
Liberty Travel - Manchester, CT
Accounts payable and deposits. Ticket agent for the office using SABRE system. Strong customer service skills.
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