ESTHER WAINAINA
Thika, Nairobi Province,30
Summary
Dynamic professional with a proven track record in claims processing and customer service excellence at Thika Nursing Home and at Thika water and sewerage company respectively . Skilled in Microsoft Office and active listening, I significantly enhanced claims efficiency and customer satisfaction. Expert in leveraging critical thinking and teamwork to achieve operational improvements and positive outcomes. Highly trained professional with a background in verifying insurance benefits and creating appropriate patient documentation. An established Insurance Verification Specialist known for handling various office tasks with undeniable ease. Knowledgeable about preparing invoices, processing payments and pursuing past-due balances. Well-versed in accurately coding different types of bills for clear recordkeeping and tracking. Team-oriented, dependable and performance-driven.
Overview
5
5
years of professional experience
Work History
CLAIM ASSISTANT
Thika Nursing Home
01.2024 - Current
- Provided exceptional customer service through clear communication, empathy, and proactive problem-solving during difficult situations.
- Prepared files, letters and notices.
- Assisted adjusters in the field, gathering critical information for accurate evaluations of loss events and damage estimates.
- Processing of sales invoices using the etims
- dispatching of claims to relevant insurance companies
- Enhanced claims processing efficiency by streamlining workflows and optimizing data entry procedures.
- Ensuring claims are done on time and in accordance with corporate agreement and hospital guidelines.
- Expedited payments to clients by accurately calculating settlements based on policy terms and damage assessments.
- Maintained up-to-date knowledge of industry trends and regulations to ensure compliance with company policies and state guidelines.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Processed and recorded new policies and claims.
- Ensure smooth Billing and invoicing process in both cash and cooperate.
- Preauthorisation process as per the insurance requirements.
- Handling admissions and discharge
- Ensure no pending unreceived transactions.
- Resolve incoming queries on billing from patients, insurance companies, consultants or colleagues in a professional and efficient manner.
Receptionist Administrator
WAINAINA CO ADVOCATES
01.2023 - 05.2023
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled complaints and questions, and re-directed calls to other team members.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
- Supported executive staff with calendar management, meeting coordination, travel arrangements, and expense reporting for optimal time utilization.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Supervisor
KAMAU'S FARM
01.2022 - 12.2022
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
CUSTOMER CARE INTERN
THIKA WATER AND SEWERAGE COMPANY
09.2021 - 12.2021
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Assisted with the implementation of new technology tools for better tracking of customer interactions and issue resolution.
- Continuously refined personal communication skills, adapting to diverse customer needs and preferences for an inclusive and accessible approach.
- Resolved customer issues effectively, ensuring a positive experience and maintaining brand reputation.
- Developed strong working relationships with clients'' accounts payable departments, fostering trust and collaboration on billing matters.
- Enhanced billing accuracy by thoroughly reviewing invoices and ensuring correct data entry.
- Ensured timeliness of payments received through regularly scheduled follow-ups with customers who had outstanding balances.
- Assisted in financial audits, ensuring accuracy and compliance with regulations throughout the billing department.
FRONT OFFICE ASSISTANT
KIMOTHO CAR DEALERSHIP
03.2021 - 09.2021
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Maintained a professional and welcoming environment for clients, contributing to an overall positive experience.
- Responded to inquiries from callers seeking information.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Reviewed and updated customer information in database for accuracy.
- Increased client retention by providing exceptional service while managing check-in and check-out processes.
- Coordinated master schedule by booking and rescheduling appointments and balancing workloads.
- Handled financial transactions accurately by processing payments, issuing receipts, and maintaining detailed records of all transactions.
VOLUNTEER AT CAREERS' DAY
KIRINYAGA UNIVERSITY
06.2019 - 06.2019
- Assisted with special events and programs.
- Maintained clean, neat, and operational facilities to serve program needs.
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
- Used strong interpersonal communication skills to convey information to others.
Education
BACHELORS IN BUSINESSMANAGEMENTANDADMINISTRATION - MANAGEMENT OPTION
ST PAUL'S UNIVERSITY
Limuru, Kiambu District, Kenya11.2024
DIPLOMA IN BUSINESS MANAGEMENT - Business Management
KIRINYAGA UNIVERSITY
Kerugoya, Kirinyaga District, Kenya12.2021
No Degree - COMPUTER PACKAGES
TRANSAFRIC COLLEGE
Thika, Nairobi Province, Kenya04.2019
High School Diploma -
ST AGATHA GIRLS HIGH SCHOOL
Kerugoya, Kirinyaga District, Kenya11.2018
Skills
- Claims Processing
- Microsoft Office
- Policy Interpretation
- Teamwork and Collaboration
- Customer Service
- Active Listening
- Critical Thinking
- Organizing and Prioritizing
- Accounts Receivable
- Bank Reconciliations
- Accounts Payable
- Appointment Setting
- Multi-line phone operation
- Mail handling
- Payment Collection
- Process Improvement
- Operations Management
Languages
KIKUYU
Native language
English
Proficient
C2
Swahili
Proficient
C2
Timeline
CLAIM ASSISTANT
Thika Nursing Home
01.2024 - Current
Receptionist Administrator
WAINAINA CO ADVOCATES
01.2023 - 05.2023
Supervisor
KAMAU'S FARM
01.2022 - 12.2022
CUSTOMER CARE INTERN
THIKA WATER AND SEWERAGE COMPANY
09.2021 - 12.2021
FRONT OFFICE ASSISTANT
KIMOTHO CAR DEALERSHIP
03.2021 - 09.2021
VOLUNTEER AT CAREERS' DAY
KIRINYAGA UNIVERSITY
06.2019 - 06.2019
BACHELORS IN BUSINESSMANAGEMENTANDADMINISTRATION - MANAGEMENT OPTION
ST PAUL'S UNIVERSITY
DIPLOMA IN BUSINESS MANAGEMENT - Business Management
KIRINYAGA UNIVERSITY
No Degree - COMPUTER PACKAGES
TRANSAFRIC COLLEGE
High School Diploma -
ST AGATHA GIRLS HIGH SCHOOL