Lisa Gaskill
Omaha
Summary
Detail-oriented claims administrative professional specializing in enhancing patient satisfaction and resolving complex inquiries. Proven ability to strengthen service quality through effective communication and collaboration with internal and external stakeholders.
Overview
17
17
years of professional experience
Work History
Claims Administrative Assistant
Stillwater Insurance Group
Omaha
04.2023 - Current
- Process First Notice of Loss reports received via phone and non-phone reporting channels accurately and within established service standards
• Create and maintain new claim records in applicable systems
• Handle incoming calls and enterprise-directed communications professionally and efficiently
• Research and resolve complex claim inquiries, escalating when appropriate to ensure effective resolution
• Liaise with internal and external stakeholders to clarify information and resolve issues
• Utilize internal claims systems and tools with accuracy and efficiency
• Provide feedback and recommendations to improve service quality and customer experience
• Follow company procedures to ensure compliance with risk management and regulatory requirements
• Cross-train in administrative duties to support broader Claims Department operations - Processed claims by reviewing documentation and ensuring compliance with company policies.
- Completed day-to-day duties accurately and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
Bookkeeper/Customer Service
Bakers
Omaha
12.2022 - 04.2023
- Filing paperwork in order
- Balance daily drawers
- Completing daily task
- Record payments and adjustments
- Taking inventory of the safe
- Cash handling
- Daily deposit
- Money orders
- Greeted customers and responded to requests for information.
- Handled customer complaints and concerns and escalated to direct supervisor for quick resolution.
- Counted tills for beginning of shift with start money and balanced and reconciled register at end of shift.
- Informed front end manager of equipment repair and replacement needs to maintain operations.
- Checked identification for proof-of-age for alcohol and tobacco sales.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Managed financial records using accounting software for accurate reporting.
- Entered deposits, credit card charges and sales entries to facilitate cash management.
Customer Service Rep
Helget HomeCare
Omaha
12.2021 - 12.2022
- Filing
- Taking incoming and making out calls
- Responsible for checking logs
- Making monthly calls for supplies orders
- Processing DME request from medical facilities
- Helping with projects
- Packing supplies for patients/customers
Medical Support Specialists
Concentra Urgent Care
Omaha
07.2020 - 11.2021
- Greet patients obtain their medical histories and verify patient information
- Monitor flow of onboarding patients and deliver route medical care
- Cross trained performed front desk offices duties including greeting patients, obtaining authorizations check in and out, communications of wait times for patients
- Filing daily paperwork
- Maintained detailed records of test results by entering data and patient information into computer.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Performed clerical duties, such as word processing, data entry, answering phones and filing.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed over 50 incoming/outgoing phone calls daily
Customer Service Rep
EMSI
Jacksonville
12.2009 - 07.2020
- Process request from insurance companies to obtain medical records from medical facilities.
- Follow up with medical facilities and insurance companies on status of medical record request.
- Follow up with individuals applying to obtain insurance company policy to ensure authorization to release medical records in return in timely manner.
- Sending email confirmations if medical records are still needed after case has been closed.
- Processing and paying invoices.
- Answered customer telephone calls promptly to avoid on-hold wait times
- Managed over 50 incoming/outgoing calls daily
- Offered advice and assistance to customers, paying attention to special needs or wants
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Education
Associate - Criminal Justice
Metro Community College
Elkhorn05-2004
Skills
- Microsoft Word, Excel and Powepoint
- Effective communication
- Problem solving
- Attention to detail
- Claims processing
- Confidentiality
- Workflow management
- Accuracy and precision
- Professionalism and ethics
- Multitasking Abilities
- Customer service
Timeline
Claims Administrative Assistant
Stillwater Insurance Group
04.2023 - Current
Bookkeeper/Customer Service
Bakers
12.2022 - 04.2023
Customer Service Rep
Helget HomeCare
12.2021 - 12.2022
Medical Support Specialists
Concentra Urgent Care
07.2020 - 11.2021
Customer Service Rep
EMSI
12.2009 - 07.2020
Associate - Criminal Justice
Metro Community College