Irene Austin-Love

**** *** ***** ***** - ******, TX 75115

adx6bd@r.postjobfree.com - 214-***-****

A professional offering over 10 years of handling disability claims. Consistently meeting and exceeded expectations of internal and external customers. Efficient in the management of fully insured, A.S.O. (Administrative Services Only) accounts and managing ERISA and NON-ERISA claims.

Work Experience

Sedgwick CMS- Irving, TX

Case Manager II

October 2012 through present

Responsibilities:

Handle calls for Short-Term disability claims, in a professional and courteous manner

Process telephonic claims for AT&T

Documentation utilizing claim systems

Knowledge of claims processing, contract administration, statistics, inquiries of processing, and medical

terminology

Experience analyzing and resolving problem claims and customer service issues

Applied professional expertise in the implementation of new accounts

Verbal and written communication skills

Process approvals/denials and issue out letters and initial notices

PC proficiency to include Word, Excel, and Lotus Notes

Mortgage Loan Officer- Temporary Part-time Job through Disys

Bank of America - Fort Worth, TX

June 2010 through 01/2011- job ended

Responsibilities:

Inbound and Outbound Calls regarding Modifications

Customer service representative in a call center

Educating Customers on the Making Home Affordable (MHA) process

Communicate clearly with/client on modification process

Maintain accurate notes on system

Experience analyzing and resolving problem claims

Training of new employees with side by side monitoring

Verbal and written communication skills

PC proficiency to include Word, Excel, PowerPoint and Lotus Notes

Sr. Customer Service Representative

Dearborn National Insurance - Richardson, TX

June 2009 through 03/2012

Responsibilities:

Handle calls and process claims for The State Of Texas (ERS) for Short-Term, Long-Term and Life/Waiver claims, in a professional and courteous manner

Registered telephonic claims for all Major Accounts

Documentation utilizing claim systems

Knowledge of claims processing, contract administration, statistics, inquiries of processing, and medical

terminology

Experience analyzing and resolving problem claims and customer service issues

Applied professional expertise in the implementation of new accounts

Verbal and written communication skills

PC proficiency to include Word, Excel, and Lotus Notes

Disability Claim Analyst II

CIGNA - Dallas, TX

June 2005 through 06/2009

Responsibilities:

Managed disability claims within the Short-Term Disability Department

Process payments on all payable claims within guidelines outlined in the policy

Reviewed claims when additional documentation is received from Physicians or Employers

Partnered with Employers and Physicians on a successful return to work for employees

Knowledge of claims processing, contract administration, statistics, inquiries of processing, and medical

terminology

Experience analyzing and resolving problem claims and customer service issues

Responsible for handling general inquiry calls related to claims

Maintained a desk load of 180 active disability claims

Assisted with the implementation of new accounts

Verbal and written communication skills

PC proficiency to include Word, Excel, PowerPoint and Lotus Notes

Intake Validation/Registration Specialist

CIGNA - Dallas, TX

2002 through 2005

Responsibilities:

Sent Acknowledgement packages to employees

Processed claim Complexity, Claim Assignments, Employer Contacts, and Eligibility Verification Task

Processed Registrations for claims taking ownership of intakes task and assigning claims to examiners

Mentoring for New Hires, performed tanning and assisted team members with the daily functions of the

team

Knowledge of claims processing, contract administration, statistics, inquiries of processing, and medical

terminology

Verbal and written communication skills

Experience analyzing and resolving problem claims and customer service issues

PC proficiency to include Word, Excel, PowerPoint and Lotus Notes

Audited telephonic claims before submitted to Claims Examiners for processing

Customer Service Representative

CIGNA - Grand Prairie, TX

October 2002 through December 2002

Responsibilities:

Responded to inbound calls and processed credit card payments

Managed accounts in collection status.

Set up new accounts, and issued out credit cards for the new accounts

Processed stops on stolen credit cards, and placed stops on accounts as well as closing accounts

Verbal and written communication skills

Experience analyzing and resolving problem claims and customer service issues

Referral Representative

Richardson Family Clinic - Richardson, TX

April 2001 to February 2002

Responsibilities:

Processed patients referrals

Verified Insurance Information for new patients and updated accounts for existing

patients

Contacted patients once referrals were completed and provided the treating physician information.

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