Kathleen Brogan
Stoney Creek,ON
Summary
Qualified Claims Representative versed in investigating claims, verifying information and managing settlements. Successful at managing high caseloads in fast-paced environments. Friendly and upbeat team player with organized and disciplined approach. Offering 6 years of insurance experience including a vast knowledge of medical terminology.
Overview
16
16
years of professional experience
Work History
Insurance Claims Representative
Definity Financial
11.2021 - Current
- Adjudicated submitted claims by collecting and reviewing medical history.
- Managed between 50 to 70 insurance claims daily, ensuring accurate documentation and prompt processing.
- Assisted in developing improved internal policies for efficient claims processing, reducing overall turnaround time.
- Improved customer satisfaction by efficiently handling insurance claims and providing timely resolutions.
Customer Service Representative
Hamilton Region Emergency Veterinary Clinic
04.2021 - 11.2021
- Managed multi-line phone system and eVet software to triage between 10 to 20 incoming emergencies daily, complete patient registration, finalize invoices and process payments, medical records and insurance claims.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
Clappison Animal Hospital (VetStrategy)
05.2018 - 11.2021
- Managed multi-line phone system and utilizing Avimark software to handle patient registration, appointment scheduling, billing and collections, medical records and insurance claims, patient reminder calls, prescription refill requests.
- Liaison with Animal Adoptions of Flamborough coordinating medical and surgical appointment bookings and organizing animal surrenders.
- Managed business Facebook account generating informational postings, responding professionally to client inquiries, comments and concerns.
Customer Service Representative
Two Men and a Truck Movers
06.2017 - 01.2018
- Provided efficient customer service in a fast-paced call center environment communicating with 15 to 20 potential clients daily by telephone and email.
- Generated accurate moving quotes, processed payments, scheduled move reservations.
- Prepared job sheets, reconciled and posted sales orders checking for completeness and accuracy.
- Processed storage fee payments on a monthly basis generating client invoices as needed.
Insurance Claims Representative
Pethealth Incorporated
06.2012 - 09.2016
- Adjudicated all submitted claims by collecting and reviewing relevant medical history.
- Reduced claim processing time by 8 weeks by efficiently investigating and evaluating insurance claims.
- Developed positive relationships with policyholders, fostering trust through transparency during claim process.
Registered Veterinary Technician
Mitchell Veterinary Services, Coventry Animal Hospital
05.2008 - 08.2012
- Responsible for all technical duties including: surgery, dentistry, anesthesiology, digital radiography, hematology, urinalysis, parasitology, microbiology, nursing of hospitalized patients.
- Maintained accurate pharmacy inventory control, controlled drug logs, surgical/radiography logs.
- Collaborated with veterinary team, contributing to positive work environment and seamless coordination of patient care.
Education
Associate Diploma with Distinction - Veterinary Technology
University of Guelph, Ridgetown Campus
Ridgetown, Ontario01.2008
Skills
- Claims Investigation and Policy Interpretation
- Organizing and Task Prioritization
- Medical Terminology
- Microsoft Office and Microsoft Teams
- Time management
- Problem-solving aptitude
- Team Collaboration
- Multitasking
- Assertiveness
- Decision-Making
- Customer Service
Languages
English
Full Professional
Timeline
Insurance Claims Representative
Definity Financial
11.2021 - Current
Customer Service Representative
Hamilton Region Emergency Veterinary Clinic
04.2021 - 11.2021
Customer Service Representative
Clappison Animal Hospital (VetStrategy)
05.2018 - 11.2021
Customer Service Representative
Two Men and a Truck Movers
06.2017 - 01.2018
Insurance Claims Representative
Pethealth Incorporated
06.2012 - 09.2016
Registered Veterinary Technician
Mitchell Veterinary Services, Coventry Animal Hospital
05.2008 - 08.2012
Associate Diploma with Distinction - Veterinary Technology
University of Guelph, Ridgetown Campus
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