Customer Service Insurance
Resume:
Kim Lao
*******@*****.***
Maryville, MO, 64468
SUMMARY
Resourceful Supervisor with successful track record of building and maintaining talented teams. Highly organized, energetic and versatile leader committed to continuous improvements. Proven track record of motivating staff to work together to achieve targets. Trained in resolution of critical issues within time-sensitive environment.
SKILLS
Flexible scheduling
Resolution-oriented
Dependable and reliable
Organizational strengths
Effective team player
Adaptive team player
Data analysis and reporting
Inbound and outbound calling
Time management
Superior organization skills
Proficient in MS Office
Detail-oriented
Issue and conflict resolution
Complaint resolution
Mentoring and coaching
Excellent multi-tasker
Personnel management
Superior communication skills
Goal-oriented
Staff training and development
Strong communication skills
Employee scheduling
EXPERIENCE
Supervisor
Kansas City, MO Maximus/ Jan 2020 to Current
Established and enforced clear goals to keep all employees on same level and working collaboratively.
Identified and corrected performance and personnel issues negatively impacting team and business operations.
Directed and motivated team of 20 Customer Service in Call Center setting.
Addressed employee and production issues to determine and implement optimal resolutions, preventing wasted resources and maintaining schedules.
Monitored employee performance and safety, conducting retraining to correct problems and optimize productivity.
Coordinated with internal departments to maximize operational efficiency across production and administrative areas.
Supervised successful team of 20 Customer Service Representatives by conveying project information consistently, quickly resolving issues and delivering constructive feedback.
Coordinated day-to-day and long-term activities within various business platforms.
Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
Maintained high level of morale and team-work on production floor through frequent communication with 20 employees.
Coached and mentored 20 staff members by offering constructive feedback and asking about long-term career growth goals.
Established and maintained operating schedules to provide effective coverage for key areas and to achieve customer service objectives.
HealthPartners St. Paul, MN
Claims Processor June 2000 - July 2011
Strive to exceed established daily productivity, schedule adherence, and quality standards
Processes claims according to specified procedures and standards, meeting all position production and quality metrics Project work as assigned
Examines and processes paper claims
Provide support to managers by mail, phone and email regarding claim billing questions and claim processing procedures.
Provides support for Claims Payment Processor
Investigate questionable claims and interact with insurance companies to resolve issues
Responsible for department clerical filing
Knowledge of insurance claims, EOB, insurance terminology and coding mandatory
Review rejected claims report daily
Transmit electronic claims daily
Post insurance payments and patient payments
EDUCATION AND TRAINING
MBA: Business Administration and Management Missouri
Western State University Dec 2019 Saint Joseph, MO
Bachelor of Science: Accounting and Business Management
Rasmussen College Jun 2016 Eagan, MN
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