Anjanette Robinson
Elmira,ON
Summary
Experienced insurance professional with over 25 years in group health, dental, retirement, and life insurance. Skilled in optimizing claims processes and leading teams to improve efficiency and customer satisfaction. Successfully implemented strategic solutions for complex claims issues and committed to fostering continuous improvement. Proven leader with expertise in developing training materials and guiding teams through challenging situations.
Overview
29
29
years of professional experience
Work History
Manager, Group Claims
RWAM INSURANCE ADMINISTRATORS INC.
Elmira, Ontario
01.2012 - Current
- Identified opportunities for streamlining processes and reducing costs associated with claims administration.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Guided employees in handling difficult or complex problems.
- Recruited, interviewed and selected employees to fill vacant roles.
- Monitored performance metrics related to claims processing efficiency and accuracy.
- Designed and developed training materials for new employees in the organization.
- Trained staff on proper procedures for handling customer inquiries about their group insurance policies.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Boosted process efficiency through spreadsheet development to enhance tracking and reporting procedures.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Participated in industry events such as conferences or seminars related to claims management.
Senior Claims Approver
RWAM INSURANCE ADMINISTRATORS INC.
Elmira, Ontario
04.2010 - 01.2012
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked effectively in team environments to make the workplace more productive.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Processed claims payments and denials in accordance with company procedures.
- Provided excellent customer service, resolving claimant concerns and queries promptly.
- Managed caseload effectively, ensuring timely review and resolution of claims.
- Handled and processed variety of claims.
- Participated in quality assurance activities such as peer reviews and audits.
Administrative & Technical Assistant
Cowan Benefits Consulting
Waterloo, Ontario
07.2005 - 08.2007
- Provided administrative and technical support to six senior pension consultants, and to other Cowan Benefits Consulting Practice areas when needed.
- Answered phones, managed mail, filed, and responded to email and fax inquiries.
- Provided coverage to the busy reception area when needed.
Plan Implementation & Documentation Associate
Sun Life Financial
Waterloo, Ontario
04.2001 - 07.2005
- Provided accurate and high-quality contractual documents for new and existing group retirement plans.
- Established or updated plan-level system information for new and existing group retirement plans.
- Responsible for accurately amending plan-level changes.
Individual Underwriting and Issue Associate
Clarica
Waterloo, Ontario
09.1999 - 04.2001
- Created applications for declined life insurance policies for various reinsurers.
- Communicated regularly with reinsurers, underwriters, and agents via telephone, email, and written correspondence.
Extended Health and Dental Pre-Assessor
Clarica
Waterloo, ON
11.1996 - 09.1999
- Efficiently and accurately adjudicated Health and Dental claims
- Communicated with claimants, medical suppliers, and Dental Offices for clarification of claim settlement.
Education
High School Diploma -
Cameron Heights Collegiate Institute
Kitchener, ON02-1995
Skills
- Process improvement
- Customer service
- Analytical and critical thinking
- Task prioritization
- Dependable and responsible
- Team management
Timeline
Manager, Group Claims
RWAM INSURANCE ADMINISTRATORS INC.
01.2012 - Current
Senior Claims Approver
RWAM INSURANCE ADMINISTRATORS INC.
04.2010 - 01.2012
Administrative & Technical Assistant
Cowan Benefits Consulting
07.2005 - 08.2007
Plan Implementation & Documentation Associate
Sun Life Financial
04.2001 - 07.2005
Individual Underwriting and Issue Associate
Clarica
09.1999 - 04.2001
Extended Health and Dental Pre-Assessor
Clarica
11.1996 - 09.1999
High School Diploma -
Cameron Heights Collegiate Institute
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