Michele Williams, Mba, Ms Ban, Msop Email & Phone Number

Texas, United States

Denton, Texas, United States

Denton, Texas, United States

Denton, Texas, United States

Greater Omaha Area

• Rebuilt and led a 14-person team of cash posting analysts through transition work moved to them from a different division, and built a high performing team, which posted over $150M in recoveries and consistently met.
• Identified software bottlenecks and collaborated for efficient solutions, cutting monthly reporting in half.
• Analyzed team data and implemented strategies to improve quality, efficiency, utilization, and production metrics. Average efficiency improved by 5% per analyst, and production by 2%.

Papillion, Nebraska

Greater Omaha Area

• Participated in training, coaching, reauditing, issue resolution, and performance appraisal processes to ensure objectives were met.
• Analyzed, evaluated, investigated, and made critical determinations on claims according to policy provisions and government regulations, including resolution of difficult and escalated cases.
• Established and promoted best practice claims management processes, and actively networked and collaborated with internal/external business partners to accomplish business needs.
• Communicated with external and internal customers regarding specific claim information and department policies and procedures.
• Created departmental letter templates, increasing message consistency and efficiency by up to 50%.

Greater Omaha Area

• Mentored Disability Analysts using knowledge and experience.
• Performed quality reviews for Disability Analysts for accuracy and to provide constructive and positive feedback.
• Created learning materials for Disability Analysts to use during daily operations to increase accuracy and efficiency, which reduced confusion and rework by errant transfers to LTD by over 15%.

Greater Omaha Area

• Repeatedly trusted to secure a positive customer experience and for service recovery, including a multi-million-dollar broker block of business who ended up instead renewing.
• Developed a more concise documentation system management adopted and implemented.
• Reviewed and determined initial and continuing claim liability and communicated changes in liability status to claimants, policyholders, and appropriate Home Office departments.

Greater Omaha Area

• Handled calls from Agents, Brokers, Policy Holders, and Providers for all products administered to ensure claims/service issues were investigated and resolved in a quality, efficient manner.

Dallas/Fort Worth Area

• Ran a medium-sized Patient Service Center that averaged 50 patients per day, most days as the sole staff member.
• All aspects of outpatient phlebotomy inside a Patient Service Center, including collection of specimens according to established procedure for patients of all ages, research of test information utilizing lab computer.
• Performed DOT and non-DOT urine and hair drug screens.
• Communicated with Management as necessary regarding the status and needs of the center to ensure the capability of meeting and exceeding customer expectations.
• Kept inventory and maintained adequate, unexpired supplies to maintain high level of operation.
• Worked with outside venders for operational needs such as biohazard waste, lab coat laundering, and office equipment rental.

Dallas/Fort Worth Area

• e-Service Representative
• Worked closely with the site developer to assist in website development.
• Responded to customer requests and questions submitted through web site via e-mail or phone.
• Trained and oversaw the work of CSRs selected begin this new process of supporting customers.
• Technical revision of current and new training manual policies and company template letters for the Customer Service Department.
• Assisted general customer support staff by resolving difficult and escalated customer calls. Chargeback Analyst

Dallas/Fort Worth Area

• Wrote and sent letters of appeal with evidence of medical necessity to insurance companies requesting reconsideration for coverage previously denied.
• Ensured all contracts with various insurance companies were current.
• Created and maintained physician’s web sites, and answered e-mails on behalf of physician.
• Performed venipuncture on patients to obtain blood samples for laboratory testing

Dallas/Fort Worth Area

• Requested by Management to apply for this position for attention to detail and written communication skills.
• Gathered necessary system notations, plan guidelines, previous medical review, and any letters provided by the member or their provider for new medical review and determination.
• Worked directly with Medical Directors in order to present each case, and then respond in writing on their behalf to members and providers of the determination regarding requested coverage for the member.
• Processed cases received through the Texas Department of Insurance, maintaining responses within their time deadlines.

Master Of Science - Ms, Business Analytics, 3.8

Master Of Business Administration (M.B.A.), Business Administration, Management And Operations, 3.7

Master'S Degree (M.S.), Organizational Performance, 3.97

Obtained a Master's degree in Organizational Performance which enables me to strategically lead, manage, innovate, and inspire.

Bachelor Of Science (B.S.), Business, 4.0

Activities and Societies: Dean's List Received a Bachelor's of Science in Business

High School Diploma