Marilyn Armstrong Email & Phone Number

Irving, Texas, United States

Demonstrating on a consistent basis a high quality in processing incoming UR referrals; emphasis placed on the quality of documentation according to process; accuracy in data integrity and due date calculations; consistent and professional notification of claims representative per process; and appropriate escalation of issues requiring management intervention. Demonstrating consistent compliance with regulatory requirements at all points in the referral set-up process; conducts review of state regulatory compliance charts (i.e., "state charts") on 100% of referrals processed.

Monitored and ensured 400+ compensation payment schedules of claimants foreign and domestic. Scanned files and mailed documents to the Department of Labor. Ordered CD's, files and payment spreadsheets for delivery to outside vendors and attorneys. Ensured settlement checks were delivered via UPS to attorneys. Researched and provided updates regarding payments to vendors and providers. Updated contact notes for tracking purposes for claim adjusters . Printed 30-40 on-site checks for settlement payments per week. Ensured new and updated TIN 5-10 per month for vendors were added for payments. Worked daily High Priority reports for adjusters to ensure Department of Labor responses were addressed timely. Mailed and faxed EOB's to providers as required.

Managed 10-20 associates in telephonic area ensuring daily Key Performance Indicators for 15 states were met.Screened, interviewed and hired new associates.Worked in a dual-site enviroment.Developed and implemented an internal Client Service training program to enhance associates skills and build consistency within the department.Served as a key member of 20+ bank conversions. Demonstrated a willingness to travel as required.Maintained attendance profiles and input and approved weekly timesheets.Tracked overtime, attendance and overall associate performance via Excel spreadsheets.Recognized monetarily for suggesting wire instructions be provided for all types of payoffs to customers. Allowing receipt of funds in a timely manner, faster application and processing and cutting lockbox processing time.

Set-up clients throughout 8 states with PINS (Personal Identificaton Numbers), allowing users to perform telephonic wire transfers.Performed the activation of PINS.Provided client service to Internal and External customers in 7 states.Assisted with conversion of client accounts in 7 states.