Victoria Epps Email & Phone Number

Sanford, FL, US

Maitland, Florida, United States

• Processed member's claims following policy and guidelines within a timely manner.
• Posted payments, processed refunds, and communicated with clients regarding underpayments.
• Researched accounts and completed due diligence to resolve collection problems.
• Tracked and reported on claims processing metrics via Excel to aid senior management in making informed decisions.
• Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
• Maintained accurate records of all refunds processed, ensuring proper documentation for auditing purposes.

Remote

• Maintained strict adherence to industry regulations and internal policies when evaluating coverage eligibility for each claim submission.
• Collaborated with cross-functional teams to address customer concerns and provide timely and effective solutions.
• Generated, posted and attached information to claim files.
• Exported raw ACH data and prepared for analyzation using tools such as Macros, Pivot Tables, and SQL.
• Utilized excellent analytical and problem-solving skills to quickly and accurately assess insurance claims.
• Increased accuracy in claims processing by verifying policyholder information and cross-referencing with available records.

Lake Mary, Florida, United States

• Managed day-to-day operations of the customer service department, overseeing a team of 20 agents
• Lead team to provide top-tier support to clients, resulting in a 50% increase in customer satisfaction scores.
• Updated spreadsheets with current and monthly performance metrics daily.
• Implemented performance metrics and KPIs to measure team productivity, resulting in a 50% improvement in resolution times
• Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals

Certificate, Insurance And Coding Specialist

Bachelor Of Applied Science - Basc, Supervision And Management

Associate Of Arts - Aa, Accounting Technology/Technician And Bookkeeping