HEIDI INGLET

12419 Hammersmith Drive, Tomball, Texas 77377

(713) 252-8926
heidi.inglet@gmail.com

SUMMARY OF QUALIFICATIONS
Dynamic, innovative, and results-driven leader with proven ability to deal with
diverse challenges and deliver exceptional operational results. Demonstrated out
standing record of success in implementing new concepts, delivering innovative s
olutions, and facilitating operational transitions and risk management alternati
ves complemented with high level of work ethics. Possess expertise in establishi
ng and cultivating sound business relationships. Adept at performing highly visi
ble positions, working under pressure to meet deadlines, and producing strong su
stainable results. Proficient in Windows XP, Microsoft Office 2000 (Word Excel,
PowerPoint, Access and Outlook), Internet Explorer, SAP, Microsoft Project, SQL,
Oracle, and Avaya Phone Systems.

Key Strengths
- Operations and Project Management
- Negotiation Skills
- Change and Risk Management
- Team Building and Coaching
- Customer Service and Retention
- Communication and Interpersonal Skills
- Cost Reduction

CORE COMPETENCIES
Administration and General Management
- Executed exceptional skills in providing internal consulting regarding e
mployee engagement, supervising approximately 101 employees, and managing the ov
erall operations of call center in healthcare insurance industry
- Conducted report analysis to identify and target operations in order to
meet company objectives while monitoring all levels of the project plan
- Efficiently served as rotating duty manager, providing 24-hour on-call s
ervice during emergencies or disasters; led the local CAT (catastrophe) team; an
d served as project leader in operational, regulatory affairs, and IT projects
- Provided effectual recommendations to staff regarding claim handling
- Reviewed verdicts, trends, case law, and legislation in partnership with
legal staff counsel
Quality Assurance Management
- Supervised implementation of proper operating procedures, including inte
rnal control and compliance with HIPAA, TDI, and SOX
- Instrumental in exceeding collection results by 21% through proficiently
overseeing the Medical Pay Collections Department
- Ensured compliance with standards, government regulations, and all state
and federal laws by conducting ongoing internal audits
- Led efforts in the establishment and maintenance of records, operational
policies and procedures, Texas Department of Insurance compliance documentation
, and personnel files
- Held accountable for preparing clear, sound, accurate, and informative w
ritten reports, containing findings, conclusions, and recommendations concerning
the status of quality assurance and risk management programs
Leadership, Training, and Team Building
- Provided efficient training to employees on billing practices for all ty
pes of providers, including various types of coding (CPT, ICD, HCPS, and the lik
e)
- Utilized Excel and Word in preparing and maintaining staff training acti
vities reports and records to comply with license requirements and maintain ongo
ing license and continuing education
- Proficiently trained several managers in preparation for new leadership
roles and conducted ongoing training to ensure success
- Facilitated “effective negotiations†training each month for proper file resolu
tion

PROFESSIONAL EXPERIENCE
ALLSTATE INSURANCE COMPANY ~ Houston, TX ~ 1999-Present
Frontline Performance Leader Feb 2003-Present
Claims Representative Nov 1999-Feb 2003

EDUCATION
Bachelor of Science in Exercise Physiology ~ 1999
TEXAS A&M UNIVERSITY, College Station, TX

ACTIVITY AND AFFILIATION

Member ~ Houston Chapter of Project Management Institute (Houston Chapter-PMI)
Volunteer Coach ~ YMCA

AWARDS AND CERTIFICATIONS

ALLSTATE INSURANCE COMPANY:
- Chairman’s Award
- Staff Claim Law Associate
- Licensed Property and Casualty Adjuster
- Six Sigma Green Belt