Heather Thomas

Background

About Heather Thomas

Former insurance professional with more than 8 years of experience investigating and processing medical, mortality and loss of use claims. Excel in investigating conditions/causes, interpreting policies and determining claim payouts. Effectively managed multiple claims and take pride in providing exemplary customer service. I analyzed claims to determine extent of the company’s liability, make approval or denial decisions and negotiate settlements with claimants in accordance with the policy provisions. Collaborate with insurance agents and interview claimants to correct errors, rectify omissions and investigate questionable issues. Outcomes-Managed a high-volume workload within a deadline-driven environment and completed more than claims throughout tenure-Provided optimum service to policyholders, negotiated fair settlements and identified fraudulent claims-Maintained a 90% and higher quality rating in open/closing ratio’s each month -Communicated with external customers at all levels via telephone and email, to ensure successful communication completed within 24 to 48 hours -Handled customer inquiries, complaints, questions on payments made. Calmed angry callers, repaired trust, located resources for problem resolution and designed best-option solutions-Communicated and worked great with employees within the company, worked to maintain a team environment-Completed voluntary customer service and writing skills to learn ways to enhance customer satisfaction and improve productivity.