Specialist Ii Service Representative
Resume:
Euginnia Mangum
Marysville, CA *5901
***********@*****.***
Work Experience:
Gemini Legal Support - Escalations Review Specialist II
January 2024 - March 2025
●Primary task was the review of HIPAA-sensitive records provided by locations for our clients in the pursuit of injured Workers Compensation workers
●Thorough investigation of documents were conducted to ensure the records retrieved were accurate and aligned with our client’s requirements
●When discrepancies in record retrieval occurred, applied critical thinking and adhered to established company processes to resolve any issues with the documents in order to meet our clients’ needs
●Regularly communicated with record locations via phone and email to request the submission of any outstanding or missing documents
●Entrusted with training new hires on company workflows and processes remotely
●Frequently volunteered to take on additional responsibilities across various departments, stepping in to support understaffed roles and ensuring smooth operations during high-demand periods.
Gemini Legal Support - Account Receivable Specialist II
May 2017 - March 2025
●Several years of experience in the review of legal case records obtained from locations for the use of Applicant Attorney’s in workers compensation legal cases
●Effectively negotiated case settlements with insurance adjusters and defense attorneys through both phone and email communications, fostering mutual understanding and resolution.
●Skilled in conducting professional and effective phone conversations with locations not familiar with our company’s business practices for their understanding in order to better obtain information from said locations.
●Employed research techniques through the use of assorted informational, business, and government funded websites in order to verify correct claim information
●Consistently maintained metrics at established performance standards
●Designed and implemented standardized communication templates for outbound communication to locations, adjusters, carriers etc.
●Assisted supervisors in the execution of various projects
●Very familiar with the management of spreadsheets and manual data in lieu of software like Metabase
●Demonstrated in-depth knowledge of California Fee Schedule and Labor Codes, ensuring compliance with critical regulations.
●Helped organize icebreakers and team meetings
Notable Projects:
●Participated in what our company dubbed the “Bad Debt Project”, essentially contributing to the reduction of outstanding debts for our company
Education:
Yuba College, Marysville, CA 95901
Years Enrolled: 2009-2012
Live Oak High School, Live Oak, CA 95953
General Ed
Graduation: June 09, 2009
Additional Skills:
●Experience with Microsoft Office, Google Drive and Adobe Acrobat
●Knowledge of Windows operating systems
●Well-versed in HIPAA, Workers Comp legal documentation, California Labor Codes and Fee Schedule
●Ability to work under pressure and meet deadlines
●Excellent communication skills
●Well-organized
●Highly motivated; able to focus on tasks independently with minimal supervision
●Typing skill of 105 WPM
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