Customer Service Case Management

CHRISTOPHER J. ROYER

TAMPA, FL 656-***-**** (CELL) *********@*****.***

0BJECTIVE

To obtain a Claims function role with upward mobility potential which can leverage and combine my personal strengths and professional experience. Throughout my career, I have gained first-hand experience with caseload management and building relationships through interactions with patients, medical providers, and claims personnel.

SKILLS

Customer Service

Claims Management

Research & Analysis

Interpersonal skills

Effective Communicator

Case Management

Microsoft Office applications

Critical Thinking

LICENSE

Florida 6-20 all lines adjuster license

EXPERIENCE

SENIOR HEALTHCARE CLAIMS SPECIALIST OPTUM JUNE 2022 - PRESENT

JUN 2022- PRESENT

Analyze cases to validate appropriate charges on medical claims working in collaboration with patient, medical providers and insurance companies

Increased 1st time call resolutions to achieve 95% customer satisfaction rating

Developed new hire training program which reduced onboarding time by 2 weeks

Assess Medicare claims and patient liabilities in order to resolve claim denials in 95% of cases

NYC HEALTH & HOSPITAL CASE INVESTIGATOR APEX SYSTEMS JUNE 2020- APRIL 2022

JUN 2020-APR 2022

Managed a high volume of top priority COVID cases via track and trace outreach interviews to obtain data to support the New York City COVID reduction goal of 10% monthly

Developed a new COVID investigation questionnaire to improve the adoption of early quarantining to lower the spread of COVID cases by 5 %

CORONA COMMUNITY AMBULANCE CORP SEPT 2015 – SEPT 2019

Worked in collaboration with New York City Fire and Police Departments to expedite medical emergency treatment and reduce mortality rates by 10% annually

Developed a safety protocol program to reduce emergency transportation accidents by 15%

EDUCATION

AMERICAN INSURANCE COLLEGE COURSE OCT 2024

EMERGENCY MEDICAL TECHNICIAN CERTIFICATE NEW YORK SEPT 2015

BA IN PUBLIC HEALTH STATE UNIVERSITY OF NEW YORK MAY 2012

ACTIVITIES

Paint Your Heart Out Tampa Bay Volunteer

Grace Episcopal Church Senior Choir

Tampa Voter Education Committee

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