Ana Hernandez

Disability Department

• Supported Short-Term Disability operations by contacting maternity leave and regular claimants to obtain return-to-work dates and delivery information for claim documentation.
• Entered claimant updates into internal systems for Claim Managers’ review and follow-up.
• Assisted the FMLA Department with processing and faxing 300+ medical records to healthcare providers while maintaining confidentiality.
• Contacted provider offices to verify fax information and ensure accurate delivery of medical documentation.
• Maintained and organized policy files, including creating new folders, filing amendments, retrieving records, and updating documentation.
• Scanned and uploaded medical records into Admin Suite and maintained accurate claimant files.
• Generated case files, prepared documentation, and mailed records to claimants and attorneys.
• Assisted with mailroom responsibilities, including preparing medical record packages and coordinating FedEx pickups.

Administrative Associate | 2013–2019

Cigna Group Insurance — Receptionist

• Managed a high-volume call environment, answering 300+ calls daily and directing inquiries to Claim Managers and Team Leaders.
• Provided customer service support by responding to claimant questions, documenting messages, and resolving administrative requests.
• Processed and routed 300+ daily faxes by identifying claim information and directing documents to the appropriate department.
• Opened, date-stamped, reviewed, and distributed incoming mail to assigned Claim Managers and Team Leaders.
• Created and maintained claimant files for Short-Term Disability, Long-Term Disability, and Waiver of Premium departments.
• Organized medical records and ensured accurate filing for disability claim documentation.
• Retrieved claim files, copied records, and prepared documents for mailing to claimants and attorneys.
• Supported daily administrative operations to improve team efficiency and workflow.