Chasity Diehl

• Communicating with claimants, employers and various medical professionals through

phone and e-mail to gather information regarding Short Term Disability Claims, Family

Medical Leaves, and state benefits when applicable.

• Collaborating with fellow case managers, nurse case managers and consulting

physicians to make appropriate and timely claim determinations.

• Reviewing complex medical records and effectively leveraging a variety of tools and

resources to understand appropriate approval durations and future action planning

• Completing accurate financial calculations consistent with company and state

guidelines.

• Providing exceptional customer service and proactively recognizing customer needs and areas of opportunity

• Conduct investigations to determine coverage
• Continually assesses claims to determine ongoing benefits
• Communicates with claimants, employers, and medical professionals to gather information for claim management
• Answer inbound phone calls from claimants and assisted with resolving their issues
• Manage complex transactional and emotional customer situations promptly and professionally while meeting service requirements
• Analyze information gathered by investigation and report findings and recommendations
• Read over insurance contracts to ascertain levels of coverage and determine whether claims would receive approvals or denials
• Conduct comprehensive interviews of claimants to gather facts and information
• Maintain claims data in SystemOne

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Updated account information to maintain customer records.
• Responded to customer requests for products, services, and company information
• Answered customer telephone calls promptly to avoid on-hold wait times
• Customized existing insurance programs to suit individual client needs by analyzing specific requirements
• Generated quotes and proposals for clients to match individual needs
• Provided comprehensive product knowledge and guidance to help clients on product selection
• Reviewed customer needs and financial means to determine appropriate policy offerings