Customer Service Manager

Theresa L. Patterson

***** ****** **** **

Little Elm Tx, 75068

Cell: 214-***-****

Email: ************@*****.***

Objective:

I realize there is always more to learn in achieving my goals in Management and Office Administration/Customer Service. Therefore, I have the ambition and the drive to expand my knowledge and skills in every capacity of management and administration. My personal commitment to hard work and quality, as well as my ability to relate to people on a professional level would be an asset to your company.

Education:

LBJ High School – Austin, TX 1990-1994

University of Phoenix – Bachelors Degree – Business Management/Project Management:

Employment History

Sedqwick CMS, Inc. – FMLA Specialist II - Irving, TX - Current

• Manage over 250 claims on a monthly basis, along with determining eligibility status.

• Handled reports, claim adjustments, identifying issues within the claims and coming up with solutions, processing approvals and denials, defective case reporting, and processing communications.

• Communicate with payroll and HR to make sure the employees are eligible.

• Serve as a point of contact with the supervisors and employees to make sure their claims are being managed properly.

• Responsible for inbound calls and make outbound calls for claim processing.

• Familiar with FMLA Federal and State Guidelines.

Mercer HR Services – FMLA/STD Case Manager - Dallas, Tx (2007 -2010)

• Managed cases for FMLA, STD and Workers Comp to determine the eligibility status.

• Maintained and reviewed medical forms within a 24 to 48 hours window time frame to meet required deadlines.

• Maintained and assigned HRMS transactions, Certification of Healthcare provider forms, reviewed case notes, preparing and mailing documentation.

• Administered reviews for escalations to update the client with case information and defective case reports.

• Served as point of contact with employees and managers.

• Responsible for inbound calls and make outbound calls for claim processing.

Cigna Insurance – Intake Claims Specialist - Dallas, Tx (2005-2007)

• Managed claim applications for Short and Long term disability for major corporate accounts.

• Handled customer care related questions, relating claim and paying out claims.

• Responsible for processing paper claims in the system for proper management.

• Formulated resolutions for customers.

Longhorn Dental – Patient Coordinator - Austin, Tx (2001-2005)

• Maintained patient check-in/check-out; this went hand and hand with scheduling appointments.

• Conducted research and verifying insurance coverage, filing claims, preparing and discussing treatment plans.

• Responsible for chart auditing and maintaining patient files, and x-ray duplication.

• Managed doctor’s schedules for proper procedure scheduling.

Theresa L. Patterson

14717 Little Anne Dr

Little Elm Tx, 75068

Cell: 214-***-****

Email: ************@*****.***

Williams, Babbit, & Weisman – Account Executive – Austin Tx (1999-2001)

• Servicing and maintaining client accounts.

• Generated company revenues and expanded my customer base.

• Served as point of contact between our in-house collectors and my clients.

• Developed client proposals, updated client files and reloaded new collection accounts.

Computer – Hardware (Operating Systems)

Microsoft Office Suite (Word, Power Point, Explorer, Outlook, Exchange, Excel, Ect.) Internet, Microsoft Works (AOL, Netscape,ect.)

Management Systems ( Net Collect, ESP Manage) Management Systems ( Net Collect, ESP Manage) Web ATR, SOS, TAMS II, Case Manager.

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