CHRISTINA BUTLER
Fredericksburg
Summary
Experienced with assisting clients in navigating insurance policies and claims. Utilizes communication and problem-solving skills to resolve customer issues efficiently. Track record of enhancing customer satisfaction through thorough policy understanding and effective support.
Experienced with managing high-volume inbound calls and resolving customer issues. Utilizes effective communication and conflict resolution techniques to ensure customer satisfaction. Knowledge of CRM systems and customer engagement strategies.
Experienced healthcare professional ready to contribute to efficient patient care and administrative excellence. Skilled in medical terminology, patient coordination, and electronic health records management. Strong focus on team collaboration and adaptability, ensuring reliable support in dynamic environments. Known for effective communication, organizational skills, and results-driven approach.
Experienced administrative professional prepared for this role with strong background in office management, scheduling, and communication. Skilled in handling multiple tasks efficiently, ensuring smooth operations, and supporting executive teams. Team collaboration and adaptability to changing needs drive consistent achievement of organizational goals. Known for reliability and fostering positive work environment.
Overview
38
38
years of professional experience
Work History
Claims Generalist
Progressive Auto Insurance
Stafford, VA
11.2016 - Current
- Investigates, evaluates, and settles insurance claims, and acting as a liaison between policyholders and insures.
- Facilitated communication between clients, adjusters, and medical providers for efficient claim resolution.
- Reviewed documentation for accuracy and completeness, identifying discrepancies for further investigation.
- Led initiatives to improve customer satisfaction scores through effective claims management strategies.
- Enhanced customer satisfaction through prompt and accurate resolution of claim disputes.
- Organized detailed records for each claim, enabling quick retrieval of information when needed.
- Developed training materials for new hires to ensure consistent understanding of company policies and procedures regarding claims management.
Telephone Claims Representative
GEICO, Government Employees Insurance
Fredericksburg, VA
07.2006 - 10.2016
- Investigates, evaluates, and settles insurance claims, and acting as a liaison between policyholders and insures.
- Trained new representatives on company protocols and customer service standards.
- Collaborated with cross-functional teams to enhance customer experience initiatives.
- Negotiated fair settlements for both parties involved in the claim while keeping the company''s financial interests aligned.
- Achieved high levels of customer retention with exceptional communication skills and empathetic approach to resolving issues.
- Managed a high volume of incoming calls daily, prioritizing tasks efficiently to ensure timely resolution of all cases.
Health Unit Coordinator
Mary Washington Hospital
Fredericksburg, VA
10.2003 - 07.2006
- Coordinated patient admissions and discharges, ensuring seamless transitions within care units.
- Managed scheduling for medical staff and resources, optimizing operational efficiency.
- Maintained accurate patient records using electronic health record systems to support clinical workflows.
- Facilitated communication between healthcare providers and patients, enhancing service delivery and satisfaction.
- A Liaison between staff, patients, and visitors.
- Developed training materials for new health unit coordinators, streamlining onboarding processes.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Assembled and maintained patient medical records and other documents related to patient care.
- Managed multiple priorities simultaneously while maintaining attention to detail under pressure in a fast-paced healthcare environment.
Customer Service Representative
Capital One
Fredericksburg, VA
07.1998 - 10.2003
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Utilized CRM software to track and manage customer interactions efficiently.
- Collaborated with cross-functional teams to enhance customer experience initiatives.
- Trained new team members on company policies and customer service protocols.
- Developed training materials to support ongoing employee development and knowledge sharing.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Unit Coordinator
Mary Washington Hospital
Fredericksburg, VA
06.1988 - 07.1998
- Streamlined communication between departments to enhance patient care delivery.
- Implemented process improvements to optimize workflow and reduce wait times.
- Developed training materials to support onboarding of new coordinators and staff.
- Oversaw inventory management, ensuring adequate supplies for unit needs.
- Facilitated meetings to address operational challenges and promote collaborative solutions.
- Handled confidential patient information with discretion, adhering to HIPAA regulations to protect privacy rights.
- Trained new Unit Coordinators on unit-specific protocols, contributing to overall team proficiency in delivering exceptional patient care experiences.
Education
Bachelor of Science - Business Administration
Strayer University
Fredericksburg, VA06-2004
Skills
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking Abilities
- Critical thinking
- Computer skills
- Verbal and written communication
- Adaptability and flexibility
- Teamwork skills
- Analytical thinking
- Interpersonal skills
- MS office
Accomplishments
- Achieved Success through effectively helping with educating and training new associates.
.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Telephone Service - Efficiently handled over 80 calls daily, delivering information and service to guarantee customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Supervised team of 10 staff members.
- Achieved Milestone by creating /introducing training program for New Health Unit Coordinators.
- Data Entry - Reviewed and updated client correspondence files and scheduling database.
- Training - Responsible for training all new employees to ensure continued quality of customer service.
Languages
English
Full Professional
Interests
- Offering time and support to shelters for the homeless, women, and animals
- Yoga
- Volunteer Work
- Road Trips
- Adventure Travel
- Animal Care
- DIY and Home Improvement
- Camping
- Regularly practice mindfulness and meditation for overall wellness
- Watching Movies and TV Shows
- Swimming
- Music
- Crafting and DIY Projects
Timeline
Claims Generalist
Progressive Auto Insurance
11.2016 - Current
Telephone Claims Representative
GEICO, Government Employees Insurance
07.2006 - 10.2016
Health Unit Coordinator
Mary Washington Hospital
10.2003 - 07.2006
Customer Service Representative
Capital One
07.1998 - 10.2003
Unit Coordinator
Mary Washington Hospital
06.1988 - 07.1998
Bachelor of Science - Business Administration
Strayer University