Laurie Schott
Guilford
Summary
Accomplished team member with a strong track record in problem-solving, time management, and team training. Facilitated communication with members and providers as well as within additional departments and identified efficiency improvements, contributing to a more effective process
Overview
19
19
years of professional experience
Work History
Post service Medicare appeals representative
Humana
Louisville
09.2014 - 11.2025
- Initiated career at Humana in call center, managing commercial medical claims and resolving customer issues to ensure satisfaction.
- Acted as Subject Matter Expert for Medicare dental customer service training for new hires and transfers.
- Supported insurance agent correspondence and coordinated additional responsibilities in 2019 to streamline communication.
- Promoted to Medicare Post-Service Appeals team in 2020, overseeing entire customer appeals process.
- Facilitated communication between members, providers, internal departments, and external organizations regarding appeals.
- Tracked all phases of appeals process from intake through resolution for effective case management.
- Trained team members on appeals process to improve overall team knowledge and efficiency.
- Identified improvement areas within appeals process and developed strategies to boost efficiency.
Collections Agent
Citi Cards
Florence
09.2006 - 09.2014
- Oversaw late-stage collections from August 2007 to November 2008, leading to increased recovery rates.
- Facilitated payment arrangements for customers with outstanding balances, ensuring timely resolution of accounts.
- Resolved customer inquiries regarding account statuses through effective management of inbound calls.
- Delivered exceptional customer service by addressing inquiries and resolving issues effectively during employment.
- Trained new hire classes in November 2008 and March 2011, contributing to improved team effectiveness and knowledge transfer.
- Participated in special project team and career discovery program starting January 2009.
Education
Associate of Arts - Liberal Arts
University of Cincinnati
Cincinnati, OH05-1998
Skills
- Customer relationship management
- Policy interpretation
- Quality assurance
- Data analysis
- Problem solving
- Critical thinking
- Time management
- Multitasking
- Team training
- Business correspondence writing
- Teamwork
- Self-motivation
Affiliations
PTA Second Vice President 1997
Organized fund raisers and large school events
Lead large group meetings
Worked with students, families, and faculty to create a positive learning environment.
Organized fund raisers and large school events
Lead large group meetings
Worked with students, families, and faculty to create a positive learning environment.
Timeline
Post service Medicare appeals representative
Humana
09.2014 - 11.2025
Collections Agent
Citi Cards
09.2006 - 09.2014
Associate of Arts - Liberal Arts
University of Cincinnati