CHRISTINA DORTCH 19920 N 23rd Avenue ~ Phoenix AZ ~ 85027 ~ 602.579.1284
EXPERIENCE
06/11-Present Apollo Group/University of Phoenix Phoenix,
AZ
ADA & Leave Specialist
Determining eligibility under federal and state requirements for leaves
submitted.
Liaison between internal and external customers to ensure all leave and ADA
protected employees are managed within company, state and federally approved
policies and procedures.
Communicates approvals, denials, leave extensions, return to work plans and
other important information regarding the leave to the employee and manager.
Communicates leave, job modification and ADA policies and procedures to
internal and external staff.
Negotiates and resolves employee issues as they relate to employees who are
requesting job modifications and/or on leaves of absence
Coaches and advises employees and managers on policies and procedures to
ensure compliance with federal and state regulations.
Enforcing adherence to the regulations as they relate to the Americans with
Disabilities Act and leave of absence administration.
12/09-Present Matrix Absence Management Phoenix, AZ
Absence Management Specialist
Determining eligibility under federal and state requirements for leaves
submitted.
Determining the duration associated with the leave based on the information
given by the healthcare provider.
Communicating approvals, denials, leave extensions, return to work plans and
other important information regarding the leave to the employee and client.
Managing leaves that are concurrent with Short Term Disability and Workers
Compensation.
Managing intermittent, continuous and client specific leaves of absences.
Processing all leaves within the specific timeframes outlined within Matrix
Best Practices guidelines.
Medical certification review and management supplied by the healthcare
provider.
04/09-12/09 Healthcare Financial Resources Schaumburg, IL
Medical Claims Representative
Responsible for investigating outstanding Medical and Workers Compensation
Claims.
Calling multiple Insurance carriers obtaining various payment details.
Handled refund and Contract Adjustments.
Required to process a minimum of 65 claims a day.
Responsible for contacting Patient for follow status on claim payment and
claim progress.
Handled claim from beginning to close and handled all the Billing on assigned
claim.
04/07-12/08 Conseco Insurance Chicago, IL
Long Term Care Claims Team Lead
Handled 80-100 calls in an Inbound Call Center troubleshooting Claims issue.
Posting, paying and processing Long Term Care Claims as well as Explaining
Policy Benefits.
Team Lead for 25 Customer Service Advocates and handled all Escalated Calls.
Part of Implementation Team for Advocate Training. Quality monitoring and
coaching of Advocates. Enforcing disciplinary actions.
02/05-3/07 Hewitt Associates Lincolnshire, IL
HR Benefits Specialist Team Lead
Global outsourcing and consulting in an Inbound Call Center environment.
Researching and resolving issues pertaining too Healthcare Spending Accounts,
Flexible Spending Accounts, Health Care Reimbursement Accounts, Health & Welfare
Benefits, Payroll, Define Contribution (401k plans), Define Benefits (Pension
Plans).
Responsible for possessing a through knowledge of and ability to apply state
and federal laws and regulations for leave tracking and eligibility determination
as they relate to FMLA, STD, LTD.
Make accurate and timely determination of leave entitlement.
Communicate with the treating physician for the purpose of clarifying and
validating medical facts as they relate to the definition of a serious health
condition under the law.
Delivering excellent Customer Service and Time Management in a fast pace, high
volume Call Center receiving 100 150 calls per day.
Subject Matter Expert in Health & Welfare Management.
Team Lead for a Group of 10 CSR.
08/03-01/05 Allstate Insurance South Barrington, IL
Customer Service Representative
Handled 60-80 calls per day in an Inbound Call Center for The Catastrophe Unit
and The Life Insurance Unit.
Investigated and negotiated claim documentation and payments.
Processed Premium payments for Insurance Policies as well as Reinstated Lapsed
Polices.
Benefit explanation and Policy Coverage.
EDUCATION
01/08- Present (2011) South Suburban College South Suburban, IL
Majoring in Nursing
SKILLS
Type 45wpm, filing, faxing, switchboard, Lotus Notes, Siebel, People Soft, ACD
Phone System, Great Plains, Leavelink, Eservices, ClaimsTools, AS400, SAP,
Oracle, Word, Excel, PowerPoint, 10 Key, 10,000+ Key Strokes, QuickBooks,
Microsoft Outlook, Kronos, Excellent Communication and People skills, Detail
oriented, Multi-task, Interchange, Medcollex, Siemens, Ability to work in fast
paced environment quickly and efficiently, Strong Learning agility.
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