Diana Justiniano

• Responded to inbound and outbound calls from policyholders, providing claim status updates and resolution information.
• Guided policyholders on next steps in the claims process and explained required documentation.
• Created and routed cases to adjusters to facilitate claim corrections and timely resolution.
• Distributed claim forms via mail and email and ensured completion accuracy.
• Documented call details in internal systems, actions taken, and case notes accurately.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Navigated multiple software systems during calls, improving efficiency and reducing hold times for customers.
• Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
• Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
• Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.

• Transcribed and reviewed medical notes received directly from internal physicians, ensuring accuracy, completeness, and confidentiality
• Ordered and tracked medical records from external providers to support claims review and processing
• Served as a primary point of contact for policyholders, handling complex inquiries related to claim status and documentation
• Assisted policyholders with completing claim forms and resolving issues requiring additional guidance
• Maintained detailed and accurate records within internal claims and documentation systems
• Supported departmental operations by coordinating office supply inventory and ordering
• Trained new staff on administrative protocols, promoting consistency in office operations.

• Answered inbound phone calls from policyholders and routed inquiries appropriately
• Provided general claim status information and distributed claim forms as needed
• Assisted with basic claim form completion and documentation requests
• Transcribed medical notes and performed routine data entry
• Supported daily office operations, including filing and supply management