Analyst

Chanica Green

Columbus, Georgia 706-***-**** ************@*****.***

PROFESSIONAL PROFILE

Detail-oriented, dedicated, and highly motivated professional with in-depth research, analysis, and customer care experience. Solid analytical, communication, interpersonal, problem solving and critical thinking skills. Seeking to work in an environment that will challenge and expand upon the abilities and skills I have obtained from past career experiences

CORE COMPETENCIES

Customer Service

Critical Thinking

Empathy

Verbal and Written Communication

PROFESSIONAL EXPERIENCE

THE HARTFORD

Senior Quality Analyst, July 2023- Present

Provide consistent, independent and objective assessments for Middle and Large Commercial and Global Specialty Operations teams

Identifying trends in payment discrepancies amongst payers

Auditing closed balance and write-off claims to ensure accuracy of payment to contract

Understanding insurance contract terms

Have a thorough understanding of, and exposure to, supported business groups and processes

Performs or confirms production and quality audits for auto claims.

Assists product support areas in gathering and analyzing data

Develop skills among supported individuals through consistent and continuous feedback

Conduct focused audits and targeted reviews, document findings and make recommendations to improve results

Perform quality review of work performed within the Middle Large Commercial and Global Specialty Operations teams.

Complete quality reviews in conjunction with best practice and quality playbooks to ensure accuracy, compliance, and the identification of opportunities.

Record and report results using quality tools (Verint, ImageRight and Excel)

Partner with operations leaders to determine and recommend areas of and advance the value of the quality program.

Create quality playbooks that support the purpose and intent of the quality program.

Participate in and/or conduct calibration activities with peers, customers, and partners (training/underwriting) to assure alignment across the organization.

Analyze data and results with the purpose of identifying quality trends, characterize opportunities, and quantify business impact.

Lead quality audit calibration sessions and debrief on learning’s with audit team.

Long Term Disability Analyst, Jan 2022 –July 2023

Work with internal and external customers to retrieve and relay information relevant to long-term disability claims

Provide exceptional customer service using professional written and verbal communication skills

Gather information, make sound decisions and draw appropriate conclusions using critical thinking and mathematical aptitude

Utilize business acumen and technical expertise to make ethical decisions based upon a mixture of analysis, experience and judgment with management oversight

Maintain a dedication to meeting the expectations and requirements of internal and external customers

Help to create a positive team environment that achieves Group Benefit Claims Diversity and Inclusion initiatives and objectives

ALLSTATE, REMOTE

Customer Service Rep, Jan 2021 – Dec 2021

Support our customers by delivering an effortless and personalized Experience

Active listening and showing compassion and displaying empathy for the customer.

Ensure first call resolution and customer satisfaction on all transactions.

Multitasking on the computer, phone and chatrooms to support customer request.

Answer customer inquiries that require an agent’s license on coverages, limit, deductibles and review customer policies.

BEAUTY SALON, Atlanta, GA

Manager/Salon owner, March 2019 – present

Oversees the daily operations of the business

Oversees the financial health of an organization and help ensure its continued viability

Performs office and management duties

Organizes customer information and account data for business planning and customer service purposes

Manages marketing, bookkeeping, and advertising functions

Studies the industry market and keeps abreast of new trends

Provides one-on-one consultations with clients to determine and suggest services

100 % accountable for an exceptional customer service experience for each customer

Assists customers in navigating the company’s website, and placing orders online and troubleshooting any technical issues

PEDIATRIC ORTHOPEDIC ASSOCIATES, Atlanta, GA

Scheduler,Medical Transcriptionist March 2015 - April 2019

Confirmed patient's appointments and informed them of appropriate preparations needed prior to examination

Transcription of physicians dictation into accurate well organized type written reports

Worked closely with referring physicians and staff to ensure proper and efficient scheduling

Politely assisted customers via telephone

Provided an elevated customer experience to generate a loyal clientele

Developed reputation as an efficient service provider with high levels of accuracy

Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently

Demonstrated proficiencies in telephone and quality assurance within a high-volume environment

Scheduled appointments for patients according to established procedure

Analyzed reports to make sure all required documentation was accurate and complete

VISITING NURSE HEALTH SYSTEM, Atlanta, GA

Scheduler, Logistics Coordinator, September 2010 – March 2015

Provided service support to patients who request our care and from physician referrals

Supported phone center with high volume calls averaging 1,300+calls per month, scheduling appointments and performing verification according to provider rules and guidelines, documenting service requests

Conferred with patients to obtain and confirm pertinent billing and demographic information and accurately enter patient and insurance information into system and complete the patient registration process in an accurate manner

Coding and processing claims forms for payment ensuring all information is accurate

Maintained a superior level of customer service for each patient, vendor, and client

Frequent use of medical health records and office 365

Coordinated with clinicians for timely closure of charts for billing purposes

Utilized and collected data to study trends that benefit the organization as a whole

EDUCATION

TROY UNIVERSITY, Troy, AL

Bachelors Degree: Criminal Justice, May 2020

ATLANTA TECHNICAL COLLEGE, Atlanta, GA

Associates Degree: Criminal Justice, May 2017

BAUDER COLLEGE OF ATLANTA, Atlanta, GA

Associates Degree: Medical Assistant, May 2012

ADDITIONAL SKILLS

Proficient in Microsoft 360 Office Suite

Active Listener

Typing Speed 65 wpm

Electronic Health Records

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