Lisaanne Bozek
Galesburg
Summary
Results-oriented professional with expertise in staff supervision and effective communication. Known for decision-making and problem-solving skills that enhance team cohesion and drive operational improvements, leading to increased employee morale and productivity.
Overview
32
32
years of professional experience
Work History
Department Supervisor
Insurance Auto Auctions Inc.
Westchester
10.2023 - Current
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Assigned work and monitored performance of project personnel.
- Reviewed employee performance, providing ongoing feedback and coaching that supported individual growth and team cohesion.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Participated in recruitment efforts by interviewing prospective candidates for open positions.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Addressed interpersonal conflicts within the team, fostering a harmonious work environment that encouraged collaboration.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Prepared and presented comprehensive reports on team performance, challenges, and achievements to senior management, aiding strategic decision-making.
- Developed strategies to improve team performance and productivity.
- Coordinated with other department supervisors to ensure smooth workflow and project alignment.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Conducted regular quality checks to maintain product standards and compliance.
Total Loss Customer Care Specialist
Insurance Auto Auctions Inc.
Westchester
08.2022 - 10.2023
- Reviewed new file assignments to determine most effective handling procedures for acquiring title documents based on established guidelines.
- Obtained and review reports, statements, records, and related materials to inform process decisions within established guidelines and owned first-level service recovery efforts and critical issue resolution.
- Ensured all documents related to a claim were electronically attached and accurately labeled in the file management system to support efficient processing.
- Secured necessary title transfer documents to ensure efficient processing of salvage operations.
- Provided empathetic and professional service to customers, peers, and partners.
- Demonstrated strong prioritization skills by proactively leading day-to-day tasks, including balancing new assignments with active inventory.
- Executed with speed and urgency to determine, communicate, and obtain all documentation required to prepare vehicle for sale.
- Managed inventory of salvage vehicles by applying state-specific methods and processes for compliance and operational efficiency.
- Learned and maintained detailed knowledge of state salvage and title laws for assigned states and may aid internal and external partners by answering questions regarding owner-retained salvage laws and salvage title laws.
- Handled telephone inquiries on claim status regarding total losses title process.
- Documented files to include all key procedures, next steps regarding title process, interactions with customers, vehicle providers, and internal partners.
Supervisor
CaptureNet
Scottsdale
05.2017 - 07.2022
- Applied HIPAA Privacy and Security Regulations while handling patient information to ensure compliance
- Reviewed account information to confirm patient and insurance information is accurate and complete, reducing billing errors
- Entered patient information including insurance and demographic data to maintain accurate records
Met or exceeded call speed, accuracy, and volume benchmarks consistently by managing high-volume inbound and outbound customer calls. - Documented conversations with customers to track requests, problems, and solutions, improving issue resolution
- Assisted guarantor/patient with billing questions and processed payments, contributing to higher customer satisfaction
- Educated callers on copay, coinsurance, and deductible, increasing patient understanding of financial responsibility
- Managed agents and answered their questions regarding providers and patients, supporting team performance
- Communicated with providers via email and phone to resolve account and billing issues, ensuring timely resolutions
- Communicated with insurance via email and phone to verify coverage and resolve discrepancies
- Accessed Patient Management Systems and Healthcare Information Systems to retrieve and update patient data
- Entered insurance information and submitted for billing, expediting claims processing and reducing delays
- Verified EOBs to ensure accurate billing and payment posting
Customer Care Consultant
America online
Tucson
05.2000 - 07.2002
- Built customer confidence by actively listening to concerns and providing feedback, resulting in improved satisfaction
- Documented customer inquiries and feedback to identify service improvement opportunities
- Reviewed customer data to assess issues and determine solutions, increasing resolution rate
- Met or exceeded call speed, accuracy, and volume benchmarks consistently to achieve performance goals
- Reviewed customer data to assess issues and determine solutions, increasing resolution rate
- Consulted with customers to determine best methods to resolve Terms of Service violations, ensuring compliance
Assistant Store Manager
Campus C-Stores, Inc
Weatherford
02.1998 - 12.1999
- Collaborated with staff to enhance customer satisfaction, streamline procedures, and increase profitability
- Monitored supplier operations to verify quality, delivery schedule, and conformance to contract specifications
- Assisted in overall day-to-day operations of the store including, continuous development of effective store associates to achieve desired sales and results
- Supported team members in delivering exceptional customer service through monitoring behaviors and providing constructive feedback
- Created and executed promotional strategies to elevate business performance while adhering to budgetary guidelines
- Recruited, interviewed, and hired individuals demonstrating passion, dedication, and added value to the team
- Ensured proper organization of store, responded to customer complaints, and answered questions quickly
- Ensured proper cash handling by returning correct change for cash purchases.
Medical Billing Manager
Affiliated Physical Therapy
Spring Valley
08.1995 - 10.1996
- Entered patient information including insurance, demographic, and health history into the system to ensure that all records were up-to-date
- Delivered administrative and customer service to support patient care and streamline workflows
- Researched and communicated insurance requirements, including patient financial responsibilities and fee-for-service
- Addressed and responded to staff and client inquiries regarding CPT and diagnosis codes
- Assessed billing statements for accurate diagnostic codes, identifying and correcting coding issues
- Reviewed account information to confirm patient and insurance information is accurate and complete
- Prepared and updated a new filing system to handle billing needs
- Followed up with insurance companies and patients to resolve billing discrepancies and ensure timely payments
- Maintained complete confidentiality per organization and legal requirements
Medical Biller and Coder
Bonita Physical Therapy
Chula Vista
05.1994 - 12.1994
- Entered patient information including insurance, demographic, and health history into the system to ensure that all records were up-to-date
- Executed administrative tasks and customer service to enhance patient experiences and operational flow
- Researched and communicated insurance requirements, including patient financial responsibilities and fee-for-service
- Addressed staff and client inquiries regarding CPT and diagnosis codes to ensure accurate coding and compliance
- Assessed billing statements for the correct diagnostic codes and identified problems with coding
- Reviewed account information to confirm patient and insurance information is accurate and complete
- Coordinated follow-ups with insurance companies and individuals to resolve discrepancies and expedite billing processes
- Maintained complete confidentiality per organization and legal requirements
Education
Master of Education - Autism Spectrum Disorder
Arizona State University
Tempe, AZ05-2019
Master of Science - Health Care Administration
Capella University
Minneapolis, MN03-2016
Bachelor of Science - Business Administration
Colorado Technical University
Colorado Springs, CO08-2011
Associate of Science - Medical Billing And Coding
Colorado Technical University
Colorado Springs, CO08-2008
Skills
- Team leadership
- Staff supervision
- Employee recruitment
- Performance evaluation
- Staff coaching
- Stakeholder management
- Client engagement
- Effective communication
- Decision making
- Problem-solving
- Analytical thinking
- Time management
- Leadership
- Conflict resolution
Timeline
Department Supervisor
Insurance Auto Auctions Inc.
10.2023 - Current
Total Loss Customer Care Specialist
Insurance Auto Auctions Inc.
08.2022 - 10.2023
Supervisor
CaptureNet
05.2017 - 07.2022
Customer Care Consultant
America online
05.2000 - 07.2002
Assistant Store Manager
Campus C-Stores, Inc
02.1998 - 12.1999
Medical Billing Manager
Affiliated Physical Therapy
08.1995 - 10.1996
Medical Biller and Coder
Bonita Physical Therapy
05.1994 - 12.1994
Master of Education - Autism Spectrum Disorder
Arizona State University
Master of Science - Health Care Administration
Capella University
Bachelor of Science - Business Administration
Colorado Technical University
Associate of Science - Medical Billing And Coding
Colorado Technical University