Jennifer L. Carlson
Pittsburgh
Summary
Dedicated to optimizing operations and reducing costs, this strong leader and problem-solver is committed to enhancing organizational efficiency. With a focus on independent decision-making and sound judgment, consistently contributes to the success of the company.
Overview
14
14
years of professional experience
Work History
Customer Service Specialist
Great American Insurance Group
10.2022 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Trained new personnel regarding company operations, policies and services.
Claims Technician/Internal Support
Summit Holdings
02.2019 - 10.2021
- Saved company resources by identifying fraudulent or exaggerated claims through thorough investigation techniques.
- Compiled detailed reports on claim trends for management review, leading to data-driven improvements in operations.
- Evaluated complex claims situations, providing expert guidance to support informed decision-making processes.
- Served as liaison between customers and other departments within the company to ensure seamless communication during the claim process.
Medical Records Clerk /Assistant Business Office Manager
Royal Palm Orthopedics
06.2011 - 02.2019
- Ensured HIPAA compliance by adhering to strict confidentiality guidelines when handling sensitive patient information.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Scanned medical records in digital format for easy retrieval and accessibility.
- Maintained patient confidence by keeping patient records information confidential.
- Uploaded physician progress notes, history, and physicals into electronic medical records.
Education
AA - Liberal Arts
Polk State College
Lakeland, FL02.2025
Information Technology
University of Phoenix
07.2017
4-40 Insurance License -
Polk State College
09.2014
Skills
- Skilled in Microsoft Word Applications
- Proficient in Microsoft Excel
- Presentation Software Proficiency
- Email Management
- Skilled in Using Adobe Writer 80
- Project Coordination
- Positive Interpersonal Skills
- Client Support
- Claims analysis
- HIPAA Compliance Expertise
- Customer relations
- File organization
- Document scanning
- Workers compensation
- Training and coaching
Certified Lean Leader
I was volunteered to be part of the Lean Leader organization due to my proven skills with building more efficient processes for the department.
Timeline
Customer Service Specialist
Great American Insurance Group
10.2022 - Current
Claims Technician/Internal Support
Summit Holdings
02.2019 - 10.2021
Medical Records Clerk /Assistant Business Office Manager
Royal Palm Orthopedics
06.2011 - 02.2019
Information Technology
University of Phoenix
4-40 Insurance License -
Polk State College
AA - Liberal Arts
Polk State College
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