Experience

Falck Global Assistance USA

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Team Leader

  • May 2023 - Present



Falck

• Denmark
• Hospitals and Health Care
• 700 & Above Employee

• Lead Case Manager

  • Nov 2022 - Present



Allianz Partners

• France
• Insurance
• 700 & Above Employee

• Senior Case Manager

  • May 2021 - Present

  Provide support to behind-the-scenes management of our provider/vendor relationships, globally, by updating internal records, sending out contracts, and screening potential network relationships.Assist all lines of business ranging from concierge to repatriation of remains to creating first notices of loss and some claims processing. Also provide cross-support to other departments to insure that our company meets all SLAs (Service Level Agreements).Manage the cases of travelers having an immediate crisis and needing ongoing assistance, usually medical in nature. This may include arrangements of medical transportations and international billing under tight deadlines and fast paced developments.Maintain and exceed standard levels of quality as set by management while consistently being the top most organized and efficient producer in the department each month.Train new associates and streamlines internal processes to increase over-all productivity for the entire department. Works closely with management to arrange new internal processes before they are debuted on the floor; assists with other special departmental projects as needed.Use excellent verbal and written communication skills to convey procedures and case updates to customers, family members, hospital workers, and other related parties. Work to de-escalate stressful situations and successfully communicate complex or difficult information.Complete support tasks for case management such as pre-certification with customer’s health insurance, verifying benefits correctly, and obtain signed release forms, liability forms and medical reports as needed. Show less

• Case manager II

  • Sep 2017 - May 2021

  • Responsible for medical case management for customers traveling: • Obtains medical records for medical staff and management review as required. • Obtains insurance benefits and input accurately into system. • Works collaboratively with nursing team to apply benefits to customer's diagnosis and treatment plan. • Prepares and sends letter of guarantee of insurance coverage to providers (hospital and/or physicians) • Coordinates and manages medical evacuations and repatriations.• Books commercial flights, limos, sedan, and ground ambulances, medical escorts. Process credit card transactions as required to secure transport arrangements. • Pre-approves cost of transports up to approved limits and following established protocol after confirming member's eligibility and benefits. • Establishes an open line of communication with customer and/or designated family member to keep parties apprised of status until case is resolved and closed, leaving lasting impression of the highest level of care and service. • Contacts regional or international agent, as needed, to assist with obtaining medical records or to make payment negotiations with provider to ensure care is not jeopardized due to insurance coverage reasons. • Answers incoming telephone and email inquiries regarding claims status and update customer on claims status. • Escalates customer concerns/issues to Sr. Assistance Coordinator and/or Manager for resolution if all other means of satisfying the customer have been exhausted. • Provides phone and assistance support to other customers or service centers as necessary to meet business needs. • Performs other duties as assigned. Show less

• Case Manager

  • Nov 2016 - Sep 2017

  Answer inbound telephone calls and emails from customers inquiring about international travel, customers requiring medical or concierge assistance, Some calls will be of a crisis nature. Provide information on products and services and gather information on customer's specific needs. Coordinate a solution for the customer by involving and directing internal and external specialists. Handle basic administrative tasks within the Assistance Department. Prepare customized materials for clients and/or customers as required. Show less



Engility Corporation

• United States
• Defense & Space
• 700 & Above Employee

• Help Desk Technician

  • Apr 2011 - Nov 2016

  Support 24/7 Help Desk Operations, Proficient in Microsoft Office Suite. (Excel, PowerPoint, Word, Publisher and Outlook) Maintaining a worldwide customer base, both Continental U.S. (CONUS) and Outside the Continental U.S. (OCONUS), •Some analytical work and comprehension of software programs supported. •Some Windows troubleshooting. •Internet explorer experience. •Experience using enterprise trouble ticketing system BMC Remedy. •Interfacing and coordinating with Military Officials. •Using various electronic and communications equipment including telephone, fax, copiers and computers. •Following a Standard Of Procedures (SOP) for Deployment Operations. •Screening correspondence to route requests to proper associates. •Screening visitors •Answering general inquiries •Monitoring building access •After hours support Show less



IEM

• United States
• Business Consulting and Services
• 700 & Above Employee

• Operations Center Specialist

  • Dec 2010 - Apr 2011

  40hrs Support 24/7 Operations capability for the command in order to respond to higher command in such areas of taskers, incidents or notifications. Provides operational and technical assistance and support to the Chief of the Army Research Lab (ARL) Operations Center and ARL senior staff. •Assist DOD employee in charge in daily operations, by preparing paperwork, and proof reading correspondence before it is submitted. •Keeping accurate updated record of employees travel schedules via Microsoft Excel spreadsheet. •Preparing, revising and implementing emergency and non emergency procedures •Interfacing and coordinating with Military Officials as well as Federal, State and Local emergency management agencies •Participating in large scale emergency planning and response exercises. •Help create a Standard Of Procedures (SOP) for Deployment Operations. •Process travel release forms and update weekly work roster. •Experience operating in a high stress environment. Show less



Serco

• IT Services and IT Consulting
• 700 & Above Employee

• Personal Effects Analyst/ Operations

  • Jun 2007 - Aug 2010

  Support the U.S. Army Casualty and Mortuary Affairs Operations Center (CMAOC) at the (JPED). Provided guidance and assistance to officials with all necessary information for the final weekly report. Provided confidential sensitive information through a daily report to assist Team Leader in communications with family members (next-of-kin) of fallen and wounded service members and the Army Human Resources Command (HRC). Support the operations Non Commissioned Officer In Charge (NCOIC). Track cases while they are in the depot to report and keep track of progress and for quality control. Inventory cases in receiving, processing lines, and shipping hold area until they are shipped to families. Compile a report of progression of cases each day for the command Show less