Macey Conway
Decatur
Summary
Achieved exceptional performance metrics at State Farm by optimizing claims workflows, enhancing customer satisfaction, and reducing resolution times. Demonstrated proficiency in claim handling and excelled in customer service, showcasing critical thinking and teamwork. Skilled in insurance claims review and conflict resolution, consistently exceeding goals with a focus on results.
Overview
9
9
years of professional experience
Work History
Express Claims Associate
State Farm
09.2023 - Current
- Participated in regular meetings with management to discuss ongoing improvements in processes and procedures related to claims handling.
- Ensured compliance with legal requirements, state regulations, and internal guidelines throughout the claims process.
- Managed high volume of claim files, prioritizing tasks for timely completion.
- Conducted thorough investigations to validate claim details and determine appropriate coverage.
- Consistently met or exceeded performance metrics, demonstrating dedication to excellence in the role of Express Claims Associate.
- Reduced turnaround time on claim resolutions by optimizing workflows within the department.
- Provided exceptional support during periods of high-volume incoming calls without compromising quality standards.
- Enhanced customer satisfaction by promptly addressing and resolving claim issues.
- Followed up with customers on unresolved issues.
- Interviewed policyholders and claimants to verify information and obtain additional details.
Dental Office Receptionist
Magnolia Pedraza DMD
10.2019 - 09.2023
- Promoted a positive office environment through excellent customer service skills and professional demeanor at all times.
- Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
- Demonstrated strong multitasking abilities while simultaneously managing phone lines, reception area cleanliness, and general administrative duties.
- Facilitated effective communication between patients, dental staff, and insurance providers to ensure seamless coordination of care.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Conducted efficient end-of-day processes including closing out cash registers, reconciling payment transactions, and preparing daily reports for management review.
Front Desk Receptionist
Bob Brady Automall
08.2015 - 10.2019
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Scheduled, coordinated and confirmed appointments and meetings.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
Education
High School Diploma -
Richland Community College
Decatur, ILSkills
- High CPR ratings
- S3 Claims Associate
- Excelled wrap and task goals
- Proficient in claim handling
- Active Listening
- Critical Thinking
- Attention to Detail
- Customer Service
- Teamwork and Collaboration
- Policy understanding
- Conflict Resolution
- Decision-Making
- Claims Investigation
- Insurance Claims Review
Timeline
Express Claims Associate
State Farm
09.2023 - Current
Dental Office Receptionist
Magnolia Pedraza DMD
10.2019 - 09.2023
Front Desk Receptionist
Bob Brady Automall
08.2015 - 10.2019
High School Diploma -
Richland Community College
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