Customer Service Sales

PATRICIA E. PATTERSON

** ***** ****

Bloomfield, CT 06002

860-***-**** (Cell)

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

SYSTEMS EXPERIENCE:

Xactimate Microsoft Office Argus ePro/DST

Report Generator Lotus Notes VFOS/Vista Client/Café

Microsoft Outlook SCI/ SubroSource iCAD/CDS Reporting People Soft

DPS Pharmacy System Impact/Claimnet CES/TOPS Claim systems Inspro

EDUCATION:

GOODWIN COLLEGE, East Hartford, CT

Associate of Science in Business/Entrepreneurship; GPA: 3.05/4.00

Graduation: June 2014 Currently pursuing Bachelors in Business Administration, minor Management and Leadership

EDUCATIONAL TRAINING OF WETHERSFIELD/PROMETRICS

Certified Nursing Assistant Program, NA9989384, 2009

AMERICAN HEALTH ASSOCIATION, Ellington, CT

CPR Certification, Ellington Volunteer Ambulance Corp., 2009

EXPERIENCE:

01/10/11 – 05/20/16 CIGNA INSURANCE COMPANY, Bloomfield, CT

Sr. Contract Associate (07/21/14 – 05/20/16 )

Reviewed and analyzed implementation materials to create documents for new and existing business. Partners with Legal and Sales to complete documents accurately. Handles multiple products as well as National and highly complex accounts. Responds to requests for information in a timely and thorough manner. Exercises sound business judgment. Created and wrote client specific documents and/or external clients. Assists with special projects.

Plan Automation Senior Associate (01/10/11-7/18/14)

Review and analyze plan documents/contract language. Develop calculations to ensure automated claim payment. Interpret benefits to design plan specifications. Load/enter calculations into the system. Respond to questions from internal partners and/or external clients. May handle simple to moderately complex accounts

06/28/2010 – Present HEBREW HOME AND HOSPITAL, West Hartford, CT

Staffing Assistant (12/19/15 – Present)

Coordinates daily staffing levels for all nursing units on a specific shift by scheduling staff necessary to provide safe levels of nursing care for clients. Filing, projects as needed.

Assisted Living Aide (6/28/10– 12/18/15 )

Assist with personal care activities including bathing, oral hygiene, dressing, toileting and grooming. Remind and assist clients to take pre-poured medications. Identify client problems/changes and promptly report pertinent information to the (ALSA) nurse responsible for client care.

CONTRACT ASSIGNMENTS FROM 12/3/07 – 1/7/11

INSURANCE OVERLOAD, Hartford, CT

10/11/10-1/7/11 Plan Automation Associate (Temp. Assignment @ Cigna)

Same duties as above.

5/4/09 – 9/21/10 Sales Support Specialist (Temp. Assignment @ The Hartford)

Provided service to AARP customers in response to mail and Internet inquiries. Accurately processed by inputting client information and responding to customer inquiries in an accurate, timely fashion. Entered alpha and numeric data using a PC to generate quotations to our AARP customers in addition to processing letters and various correspondences. Developed exposures both obvious and inferred to reach appropriate eligibility and pricing decisions in addition to applying established underwriting guidelines. Return Mail Coordinator. Ran daily figure reports for manager, Processed Total Loss Risk Alerts. Attended Manager’s Meetings to report numbers to managers/directors, Trainer, Team Leader, Peer Recognition Award, Six Sigma Training

4/16/09 – 7/3/10 EVERGREEN HEALTH CARE CENTER, Stafford Springs, CT

Certified Nursing Assistant

Provided assigned residents with routine daily personal care in accordance with established procedures and as directed by a Nursing Supervisor or Designee. Ensured that the goals and objectives of the Facility’s CQI program were achieved by providing superior quality of care and striving for outstanding customer satisfaction in meeting performance standards.

4/24/08 –3/20/09 INSURANCE OVERLOAD, Hartford, CT

Litigation Analyst (Temporary Assignment @ Trumbull Services)

Monitored the preliminary functions of claims that were going to court or thru subrogation. Processed claim status thru Subrosource, reviewed files to send to attorneys, processed legal fee disbursements, received updates, filed &logged in attorney correspondence. Worked diaries, made phone calls to clients and attorney to discuss the specifics of a case. Processed emails from litigation mailbox.

1/2/08 – 3/28/08 Associate Claim Specialist (Temporary Assignment @ PEERLESS INS.)

Handled 1st party property & commercial claims of low to moderate severity and complexity as assigned. Investigated and determined coverage, damages and liability of first party property damage claims. Managed file inventory to ensure timely resolution of cases. Handled files in compliance with state regulations.

12/3/07 – 12/31/07 AETNA, Hartford, CT

Long Term Care Analyst (Temporary Position)

Opened department mail, distributed mail to analyst, Processed termination requests, Updated members’ accounts via address changes, billing paid dates, life status changes, Processed members’ elections, reports and projects as required.

7/26/06 -7/5/07 ST PAUL TRAVELERS, Windsor, CT

Claim Representative, Inside Property

Handled 1st party property claims of low to moderate severity and complexity as assigned. Investigated and evaluated all relevant facts to determine coverage, damages and liability of first party property damage claims. Established timely and accurate claim and expense reserves. Negotiated and conveyed claim settlements within authority limits, Wrote denial letters, Reservation of Rights and other complex correspondence, Controlled damages through proper usage of cost containment tools. Met all quality standards and expectation per Best Practices. Maintained an effective diary system and documented claim file activities in accordance with established procedures. Managed file inventory to ensure timely resolution of cases. Handled files in compliance with state regulations; provided excellent customer service to meet the needs of the insured, agent and all other internal and external customers. Had occasional Catastrophe Duty, including other offices and states.

7/18/05 – 5/5/06 CIGNA INSURANCE COMPANY, Bloomfield, CT

Contract Associate Analyst

Reviewed and analyzed implementation materials to create documents for new and existing business. Partners with Legal and Sales to complete documents accurately. Handles multiple products as well as National and highly complex accounts. Responds to requests for information in a timely and thorough manner. Exercises sound business judgment. Created and wrote client specific documents and/or external clients. Assists with special projects.

11/11/02 – 6/2/05 UNITED HEALTHCARE, Hartford, CT

Contract Administrator

Produced employer contracts, agreements and related employee insurance/HMO plan documents for a book of business of average complexity. This included managed care policies, certificates of insurance and amendment documents as required to be compliant with state and federal statutes. Managed a book of business of average complexity, to meet customer expectations of timeliness and quality. Drafted policies, certificates, riders, and amendments from base forms within established metric standards. Researched all issues related to customer documents to ensure compliance with Legal, Product, Underwriting, and Administration standards and requirements. Also ensured that documents complied with state and federal statues. Determined and gathered information necessary to analyze and process contract documents. Advised and consulted with internal and external customers on issues relating to the content and administration of contract documents. Kept on file data relating to state and federal regulations as they related to managed care documents.

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