Brandy Long
Hiram
Summary
Driven professional with expertise in training, decision-making, customer service, and employee retention, and change. Well-versed in process innovation, improvement recommendations, program effectiveness measurement, scheduling, and presentation of information across various platforms and formats. Able to exceed objectives, expectations, and goals. Knowledge of insurance business, insurance terminology, property evaluations, and agile methodology. Articulate communicator with capabilities in written/verbal communications, organization, presentation, time management, complex problem solving, and effective leadership.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Auto Claims Agent
State Farm
10.2023 - Current
- Negotiated settlements with claimants, attorneys, and other parties involved in the claim process.
- Investigated auto insurance claims to ensure accuracy and completeness of information.
- Reviewed automobile policy coverage and determined benefits for claimants.
- Provided customer service to policyholders regarding their auto claims inquiries or concerns.
- Maintained detailed records of all claims activities and documentation for auditing purposes.
- Researched medical records to evaluate medical necessity for payment of claims related to injury cases.
- Assessed damage estimates by reviewing repair bills from body shops or mechanics.
- Resolved caller issues quickly and thoroughly.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Obtained client information by answering telephone calls.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Established strong customer relationships, building recommendations and loyalty.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Processed customer orders quickly and accurately for timely delivery.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Maintained comprehensive product and service knowledge for accurate, informative customer advice.
- Expanded customer base through effective networking, cold calling, and relationship-building strategies.
- Managed complex cases involving high-risk clientele or unique circumstances, successfully mitigating potential challenges through diligent research and collaboration with colleagues.
- Adopted customer feedback in process and system improvement initiatives.
- Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
- Presented feedback to management on customer service trends and improvement areas.
- Negotiated favorable contract terms for clients, securing competitive rates and coverage options.
- Established positive flow of communication with agents, clients, attorneys and personnel involved in closing transactions.
- Prepared and presented contracts and other legal documents to clients.
Claims and Benefits Agent
United Concordia
05.2023 - 10.2023
- Evaluated pending claims to identify and resolve problems blocking auto-adjudication.
- Tracked differences between plans to correctly determine eligibility and assess claims against benefits and data entry requirements.
- Assisted claimants, providers and clients with problems or questions regarding claims.
- Processed claims for payment or forwarded to appropriate personnel for further investigation
- Checked documentation for appropriate coding, catching errors and making revisions.
- Strong ability to manage the process from beginning to end, including identification and resolution of social trends.
- Resolved caller issues quickly and thoroughly.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Obtained client information by answering telephone calls.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Established strong customer relationships, building recommendations and loyalty.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Processed customer orders quickly and accurately for timely delivery.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Maintained comprehensive product and service knowledge for accurate, informative customer advice.
- Expanded customer base through effective networking, cold calling, and relationship-building strategies.
- Managed complex cases involving high-risk clientele or unique circumstances, successfully mitigating potential challenges through diligent research and collaboration with colleagues.
- Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
- Presented feedback to management on customer service trends and improvement areas.
Office Manager/Patient Access Representative
Smile Envy Dental PC
05.2020 - 05.2023
- Assembled registration paperwork and placed identification bands on patient.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Submitted fees and claims to insurance companies manually or digitally.
- Responded to patient concerns and inquiries professionally and efficiently.
- Managed office inventory and placed new supply orders.
- Applied HIPAA privacy and security regulations while handling patient information.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Addressed credentialing requests, overseeing compliance with governmental and organizational guidelines regarding tiered data access.
- Processed documents and status-change requests, conducting followup assessment regarding enrollment inquiries.
Lead Dental Assistant/Office Manager
Dent1st Dental Care
01.2005 - 05.2020
- Hiring dental assistants, new hire onboarding and training, implementing policy and procedures, supervising staff, maintaining appointment schedules, coordinating patient treatment, overseeing billing, and setting the budget for the department.
- Detail-focused with experience in work product evaluation, methods, and monitoring. Able to create and improve training, materials, and guidelines.
- Highly analytical with the ability to collect and analyze data, research, process information, produce desired outcomes, and communicate with leadership and employees of all levels.
- File insurance claims, reconcile bills, explain insurance policies, communicate with vendors, schedule appointments, facilitate dental inspections, facilitate office safety inspections, recruit employees.
- Manage the office of 20 employees, employee evaluations, and network with different vendors.
- Post payments to clients accounts, make deposits to the bank, and manage payroll.
- Completed clerical/admin duties, filing, data entry, accounts payable, review complaints and develop solutions.
- Processed accounts receivable, create a training schedule, and other duties such as being a liaison, and facilitate monthly education for all office employees.
- Greet customers, schedule travel for all associates and clients.
Education
Certification -
Medix
05.2001
High School Diploma -
South Cobb High School
06.1996
Skills
- Multitasking and Organization
- Quick and Efficient
- Team Leadership
- Performance Management
- Claims Management
- Provider Credentialing Expertise
- Staff Development and Training
- Microsoft Office Suite Efficiency
- Ability to work independently
- Analytical and Problem Solving
- Quality Assurance
- Customer Relations
- Data Entry
- Project Management
- Strong Attention to Detail
- Registration and Admissions
- Patient Confidentiality and Data Security
- Helpful and Service-Oriented
- Caring and Empathetic
- Administrative and Office Support
- Phone and Email Etiquette
- Regulatory Compliance
Certification
Notary Public-State of Georgia Douglas County obtained 2019
License-Property and Casualty Adjuster
- Licensed all States
Timeline
Auto Claims Agent
State Farm
10.2023 - Current
Claims and Benefits Agent
United Concordia
05.2023 - 10.2023
Office Manager/Patient Access Representative
Smile Envy Dental PC
05.2020 - 05.2023
Lead Dental Assistant/Office Manager
Dent1st Dental Care
01.2005 - 05.2020
Certification -
Medix
High School Diploma -
South Cobb High School
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