Colleen White

Experience

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  First Card Services

  Sept 1995 - Jan 2000

  Customer Service Team Manager

  Supervised, motivated, coached and evaluated a team of customer service representatives and facilitated effective training programs; planned and coordinated daily workflows to optimize service, productivity, and team efficiency. Monitored the inbound telephone calls of the customer service representatives to ensure quality service, identify training needs and evaluate employee status. Coordinated and conducted weekly team meetings with employees to communicate the upcoming opportunities, results or objectives.• Supported the merchants with statement and deposit transaction inquiries, provided technical support regarding terminal operations, and responded to client inquiries, questions, and requests• Responded to and effectively resolved complex or escalated customer complaints or issues and supported internal teams in the resolution of all concerns or risks; enhanced customer satisfaction Show less

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  State Farm

  Jan 2000 - Jan 2012

  Conducted comprehensive automobile and no-fault claims investigations; identified and mitigated risks and managed the claims processing lifecycle. Communicated and worked closely with all policyholders, claimants, witnesses, agents, law enforcement agencies, healthcare providers, fraud investigators or technical experts to determine the extent of liability, damages, and contribution potential. Gathered and analyzed any claims information, obtained written and oral statements, and retrieved pertinent case data.• Prepared and produced the accurate and factual investigative reports; utilized applicable laws regarding rules of evidence, medical and legal terminology and State Farm policies or procedures• Verified the nature and extent of injuries and/or property damage and conducted negotiations with claimants, medical professionals, attorneys, or other professionals in the settlement of claims• Collaborated with the internal legal department regarding the litigation process and impending trials; attended and participated in case depositions, mediations, arbitrations, pre-trials, and trials Show less Applied the internal claim settlement procedures to effectively process claims; initiated claims payment processes and closed files as necessary. Medically managed files from initiation through completion; ensured consistent compliance with New York State fee schedules and regulation 68 ruling and gained a comprehensive understanding of medical terminology and CPT/ICD-9 codes. Worked closely with repair firms, medical providers, employers, witnesses, attorneys or cross-functional staff throughout the facility. Show less

  • Senior Claims Processor – Special Investigative Unit

    Feb 2000 - Jan 2012

  • Senior Claims Processor – No Fault Unit

    Jan 2000 - Jan 2012
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  Phillips Remote Cardiac Services

  Jan 2007 - Jan 2009

  Cardiac Clinical Assistant

  Accepted a high-volume of incoming phone calls and placed outbound calls to patients with implanted pacemakers and event monitors; evaluated the progression of patients and initiated the transmissions of heart rhythms. Maintained detailed and accurate files of patient data and ensured records confidentiality.

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  A&J Process Service

  Jan 2010 - Jan 2012

  Landlord and Tenant Assistant

  Performed client and lease analysis to determine any provisions and accurately input provisions which articulated the individual needs of clients. Drafted the orders, prepared depositions and edited affidavits.

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  EmblemHealth

  Aug 2012 - Sept 2014

  Grievance & Appeal Specialist

  Responds to written and/or verbal inquiries, grievances, first level complaints and first level appeals submitted by members and providers in accordance with the regulations by NCQA, CMS, NY State and other entities.

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  1199SEIU Benefit and Pension Funds

  Sept 2013 - now

  • Supervisor

    Jul 2023 - now

  • Hospital Claims Coordinator

    Sept 2013 - Jul 2023