Michelle Sommer

**** **** *****, *******, ** ****9

608-***-**** ad19fq@r.postjobfree.com

Professional Experience:

Claims Investigative Adjuster 1 01/2021-06/2023

American Family Insurance

• Provided superb customer service to internal/external customers by managing phone and digital interactions to determine liability, review and apply coverage

• Diligently investigated origin and cause of property/casualty claims and manages to closure

• Completes First Notice of Loss and cross-functional duties with multiple lines of business across the enterprise: secured statements from all parties, obtaining police report if needed

• Identified key issues and patterns from partial/conflicting data; Submit requests for risk review to (SIU) special investigation unit as needed

• Registered agent with Metropolitan Reporting Bureau to place orders for and/or view accident reports

• Arranged appraisals, processed payments and settled claim

• Mentored colleagues with less experience to achieve operational and organizational goals Customer Care Center Auto Representative 05/2016-01/2021 American Family Insurance

• Key Member of Touch Point Committee responsible for analyzing claims for trends, and reviewing actions taken/not taken by file handlers to provide guidance on how to best complete the workload

• Led the team with an 80 % customer acceptance rate for the dreams restored program by educating about the benefits of using company certified shops for car repairs, and creating car and rental assignments

• Utilized multiple customer contact channels such as phone, email, and chat to interact with insureds, claimants, agents, vendors, employees, and third-party administrators

• Consistently met customer needs by thoroughly explaining the complex claim processes

• Assisted callers with language barriers by utilizing Voiance language interpretation service

• Registered reservation agent with Enterprise and Hertz to set up rental car reservations to assist customer

• Sought to continually improve knowledge of insurance industry, products, sales, customer service, and new technologies Health Information Management Indexing Specialist 09/2013-02/2016 University of Wisconsin Medical Foundation / UW Health

• Adhered to HIPPA and other sensitive data regulations, policies, and procedures

• Examined records for missing signatures and documentation according to state and federal regulations

• Accurately and efficiently prepped, scanned, quality checked and performed data validation using HealthLink

• Indexed documents formatted for placement into e-Record and OnBase and maintained record integrity

• Completed high work volume while meeting quality, productivity, and timeliness standards Medical Administrative Intern, 80+ hours 05/2013-06/2013 Meriter Medical Group

• Aided executive administrators with high priority projects, research and programming tasks

• Assisted Physician Recruitment Coordinators with reviewing files to ensure licensing is up to date

• Shadowed Operating Room and Oncology Hospital Unit Coordinators, Switchboard, Surgical Waiting and variety of clinic reception team members

• Utilized Epic scheduling software to provide patients with reminder calls for upcoming appointments Madison Clerical /Administrative Office Assistant Intern 11/2012-03/2012 Urban League of Greater Madison

• Office Assistant to all programs with supporting projects and tasks on every day programming

• Professionally greeted members and visitors, directing them to the appropriate locations for services and served as back up to receptionist

• Created, audited and maintained confidential member records for services provided using SalesForce (CRM database) United States Army Reserves, Honorable Discharge ( 9 years intermittent) 1994- 2008 70B Hospital Administrator

• Performed Birth Month Audits in a one-man office for 120 + soldiers and officers

• Single-handedly completed PERMS to Personnel Records Jacket/Files (MPRJ/MPF)

• Personnel Records Custodian and Alternate Mail Manager

• Received sign-in rosters and oversaw sign-in of all Officers and Soldiers

• Reviewed files in accordance with the Lautenberg Amendment: top secret clearance held

• Trained volunteers to assist with ongoing tasks in Personnel 91B Medical Specialist

• Measured patient pulse and respiration; Administered shots and IV’s

• Evaluated the patient’s injuries by means of a thorough head to toe examination

• Controlled bleeding; provided treatment for shock, burns, soft tissue, neck and head injuries including traumatic injuries to the spine and skull

• Familiarization with basic medical terminology; CPR certified; Medical Specialist Diploma including 130 hours of Emergency Medical Training

Education:

University of Wisconsin - Platteville

B.S. - International Business & Education (Individually Contracted Major) Concentrations: Health Education, Business and Management Madison College

• Course Work to Include: Medical Office Procedures, Medical Language for the Professional, Customer Contact Skills, Anatomy and Physiology I & II, Medical Terminology, Body, Structure & Function, Hands on experience at Attic Angel

– CNA training

Urban League of Greater Madison

Health Administration Training Program, (Madison College Credits)

• Received overview of EPIC training on the following - Resolute (Billing), Cadence, (Scheduling) and Prelude

(Registration)

Customer Service Academy, Disney Approach to Quality Service

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