Robin Grace Email and Phone Number

Acting liaison between the agency, managing principles & agents, clients, policy holders and insurance providers, regarding status and eligibility for coverage for all relevant claims. Facilitate the reporting of new claims as well as management and follow-up. Provide support and direction to clients throughout the claim process. Keep agency staff informed and up to date with respect to their clients regarding new, large loss and casualty & liability claims. Developed and set up the ability to view a client’s claim, from inception through to current status under one activity within the AMS system viewing platform.

Quoted and sold new business Marine insurance primarily for 26’ and over recreational vessels and yachts as well as maintained and serviced existing clients and their policies (100+ clients).

Service representative as well as backup to all other office staff/duties. Insurance Sales associate for Allstate products: Auto, Boat & Recreational Marine, Motorcycle, Umbrella and Renters, as well as Condominium and Homeowners insurance written through brokered markets.

Report property & casualty losses, including summons/complaints to insurance carriers for both Commercial and Personal Line clients. Monitoring of claims through to closure. Liaison between Producer Agents, Clients and Adjusters regarding claim related issues.

Managed case load of 145+ Short Term Disability claims for Abbott Laboratory employees throughout the United States, acting as a liaison between the employee, employer and healthcare providers to facilitate a healthy return to the workplace.

Coordinated, implemented and managed review of Florida & Arkansas provider appeals for authorization and claim payment. Consistently maintained company’s workflow goals and guidelines.

Extensive experience on a queue-based telephone system for pre-certification requests from providers and hospitals.

Responsibilities included call monitoring, coaching, training and documentation review of seventy (70) service representatives, ensuring quality service to meet NCQA and HCFA standards.

Supervision and coaching of service representatives, including monthly and annual quality, production and performance reviews. Resolved complex member and provider issues.

Inbound call center for healthcare providers regarding plan benefits, claim status and member eligibility. Assisted Claims Facilitation Unit in the investigation and resolution of provider claim issues.

Researched and resolved member claim issues. Supervised the daily operations of Referral Department.

Supervision of receptionists and dispatch operators, including reviews and daily cash reconciliation’s.

Worked closely with branch manager to ensure that all the bank processes and services a bank ran smoothly.

Assigned team members to branch offices to alleviate staff shortages. Updated operational procedures at branch locations and initiated training when necessary.

Opened new accounts for personal and commercial clients.

Daily teller and cash vault operations, including balancing of teller trays and vault to the general ledger.