Colby Noah Wilkerson

In Claims, we are committed to helping our customers through the claims process while providing Remarkable service throughout every interaction. This includes:

• Proactively investigating claims, applying coverage from the policy, accurately documenting the claim file, and paying what is owed.
• Primarily answering inbound calls and making outbound calls to resolve the claim in a fast-paced call center environment
• Supporting our customers and other associates within State Farm through personalized, caring, and simple interactions
• Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
• Followed up with customers on unresolved issues.
• Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
• Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

• Possess excellent communications and decision-making skills
• Are very comfortable communicating with customers in a metrics-driven environment
• Are able to navigate multiple technologies while staying engaged with customers
• Demonstrate resiliency and extreme adaptability in a fast-paced environment
• Possess strong customer focus with the ability to have detailed conversations with customers
• Think critically and exercise independent judgement
• Have the ability to work both independently and in a team environment
• Document customer account activities thoroughly and concisely
• Approach problems logically and with good judgment to ensure appropriate customer outcomes
• Make appropriate decisions quickly and effectively on behalf of customers
• Abide by all applicable regulatory and departmental practices and procedures
• Work in an environment that requires 100% phone-based customer interaction

Responsible for completing Patient Financial Services (PFS) tasks such as billing and/or accounts receivable follow-up with payers and maintaining quality and productivity requirements as outlined in the position performance expectations. Other tasks are the following:

• Maintain HIPAA certifications and mandates
• Review and correction of diagnosis codes, CPT codes and modifiers
• Facilitate inter-departmental communication to effectively provide customer support
• Verify payment information with Medicaid as necessary
• Completed in-depth research to investigate claims and resolve problems.
• Negotiated arrangements to manage defaults, payment plans or full remittance of balance owed.

Interacts with customers by handling their orders with excellent customer service, and satisfying their beverage needs. This includes:

• Handles money by making sure currency is authentic, saving Starbucks from potential theft
• Maintains store stock by counting current inventory, making sure everything is fully available
• Creates beverages by correctly combining ingredients, ensuring customer satisfaction with products
• Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores
• Memorized recipes for specialty coffee beverages and seasonal offerings
• Listened carefully to customer requests and created personalized, delicious beverages, which improved sales