Lora Ridl Email & Phone Number

717 N. Harwood Street, Ste 2400 Dallas, TX 75201

717 N Harwood St Suite 2400 Dallas, TX 75201

717 N Harwood St Suite 2400 Dallas, TX 75201

Dallas, Texas

Dallas, TX

• Actively manage employee performance through the creation and examination of employee productivity metrics and through periodic performance reviews.
• Create a proactive work environment through active coaching and positive reinforcement, focusing on the positive aspects of employee performance to drive employee retention and to improve the overall customer experience.
• Standardize phone responses that yield greater customer satisfaction, creating documented processes that provide swift and professional resolutions to problems.
• Coordinate staffing and schedules to ensure optimal coverage for incoming phone calls, leveraging historical call trends to determine appropriate staffing levels.
• Diffuse customer grievances with a 98% success rate, operating as an escalation contact for customers experiencing unresolved concerns.
• Analyze Excel reports using advanced lookup and filtering functions to custom tailor coaching solutions for employees who do not meet the established performance metrics.

717 North Harwood Street #2300, Dallas, TX 75201

• Deliver solutions by identifying problems, researching answers, and guiding users through corrective steps.
• Deliver clear and concise resolutions to technically vague problems, providing superior customer support to callers with little technical background.
• Educate clients and explain features and functionality of software applications.
• Use outstanding customer service to troubleshoot and resolve issues in a timely manner.
• Improve system performance by identifying issues and recommending changes.
• Continue product expertise by updating job knowledge, education training, and maintaining personal networks.

North Richland Hills, Texas

• Expert with Enterprise Document Generation software (Adobe Designer, DocuMakerRP).
• Supervised six employees, meeting all production deadlines.
• Designed effective correspondence, conforming to state Department Of Insurance guidelines.
• Synchronized printing process across multiple departments. Developed resolutions into policies.
• Created sophisticated workflow structure for IT and Business Units from initiation, creation, and user acceptance testing of new products.
• Troubleshot and resolved incoming help desk issues, break/fix, and production support.

North Richland Hills, Texas

• Knowledge of Enterprise Document Generation software.
• Created, implemented, and maintained forms ensuring timely completion, ready to market.
• Coded and migrated forms through development, testing, and modeling office environments.
• Responsible for implementing all forms in a fast-paced environment.

North Richland Hills, Texas

• Worked closely with business units in coordinating project timelines.
• Interfaced with customers to gather, assess and translate needs into effective solutions.
• Researched and established complex information to deliver informed customer support.
• Answering inquiries by clarifying desired information: explaining benefits, how claims were paid, and resolving problems by clarifying issues. Researching and exploring answers by developing creative alternative.
• Maintain call center database.
• Review and explain medical bills received.

North Richland Hills, Texas

• Establish proof of loss by studying medical documentation; assembling additional information as required from outside sources, including claimant, physician, hospital, or other insurance companies; initiating or.
• Document medical claims actions by completing forms, reports, logs and records.
• Resolving medical claims by approving or denying documentation; calculating benefits due; initiating payment or composing denial letter.
• Ensuing legal compliances by following company policies; procedures; guidelines; as well as state and federal insurance regulations.

North Richland Hills, Texas

• Establish proof of loss by studying medical documentation; assembling additional information as required from outside sources, including claimant, physician, hospital, or other insurance companies.
• Document medical claims actions by completing forms, reports, logs and records.
• Resolving medical claims by approving or denying documentation; calculating benefits due; initiating payment or composing denial letter.
• Ensuing legal compliances by following company policies; procedures; guidelines; as well as state and federal insurance regulations.

North Richland Hills, Texas

• Answered provider inquiries by clarifying desired information: Explain Benefits and verified eligibility.
• Maintain call center database by entering information.
• Document medical claims actions by completing forms, reports, logs and records.
• Ensuing legal compliances by following company policies; procedures; guidelines; as well as state and federal insurance regulations.
• Maintain quality customer service by following customer service practices; responding to customer inquiries.

North Richland Hills, Texas

• Supervised a team to match medical bills to files, enter them into a file tracking system, deliver all files to claims examiners.
• Searched files in examining are to match mail.
• Ensure all files were returned properly to file room.

North Richland Hills, Texas

• Match medical bills to files and deliver all files to claims examiners.
• Searched files in examining are to match mail.
• Returned all files properly to file room.