Mary Cecilia Gomez

• Claims Assessor for NTUC Income claims from

April 2022 to December 2022

• Promoted to Assistant Manager in January 2023. With a team of seven staff, oversee the claims for GE, CTI, Liberty and Prudential Insurer. Cleared backlog claims and till to-date claims are within the KPI.
• Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
• Determined proper course of action for claims processing.

• Enhance the quality care of the residents
• Maintaining professional and purposeful relationships with colleagues and residents
• Mentor and teach the residents to respect Gracehaven’s guidelines, and develop their strength of moral character and civic duty
• Do hourly check and updates management if there is any issues or concern
• Provided key emotional support to special needs youth.
• Provided guidance and advice to youth, supporting navigation of diverse personal and social issues.

• Oversee the claims team of 15 staff under my care
• To resolve internal and external service and performance issues including escalations and complains
• Coach, mentor and develop staff. Foster a spirit of teamwork
• Conduct performance appraisal and interviews
• Plan, evaluate, and improve the efficiency of business processes and procedures to enhance speed, quality, efficiency, and output
• Prepares periodic reports for management, as necessary or requested, to track strategic goal accomplishment
• Improvement in claims processing and turn around time to meet with agreed KPI
• Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
• Determined proper course of action for claims processing.
• Documented and communicated timely claims information while supporting accurate outcomes.
• Gathered sensitive information to update customer profiles and
• Researched claims and incident information to deliver solutions and resolve problems and help with appeals process.

• Conduct assessment of patients at their home, hospitals prior to admission PHCH
• Once the transfer is confirmed, I will also conduct financial counseling with families and processing the financial assistance
• I will conduct a regularly follow up with the elderly and do the needful update or communication with the families and elderly
• I have also arranged for the follow up for the elderly and does the schedule for ambulance pick up and drop off
• In the event a nurse needs to follow, will do the needful arrangement with the staff nurse for a support staff to follow the elderly
• Key Accomplishments
• Meet with the monthly target set for occupancy by the leaders and liase with AIC on the transfers
• Successful medifund applications for needy residents especially for families who are estranged or have limited family support
• Engage in monthly activities in building rapport and collaboration with seniors
• Process other beneficial applications for the seniors .eg : Pioneer Generation Disability Assistance Scheme
• Coordinate with In-charge for short term stay residents and apply the necessary support to assist them with home discharge

• Handle the office logistics, compliance such as the insurance policies , maintenance of the office, release school pocket money or urgent funds for office matters or urgent needs of families under our care.
• Successfully recruited volunteers for Homework Café which assist the children with their school homework, mentoring the kids apart from school homework
• Empowered members who are involved in Community Kitchen to be in-charge of cooking during events. Build their self-confident, which empowered them to use their talent and generate income
• Submit quarterly and six-monthly reporting to NCSS for funding purpose

• Settled claims within 5-7 working days and attain the key performance indicators assigned
• Accomplished multiple tasks within established timeframes.
• Onboarded new employees with training and new hire documentation.
• Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
• Developed and maintained relationships with customers
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Evaluated employee performance and conveyed constructive feedback to improve skills.

• Oversee a team of ten members
• Took charge of the “VIP” accounts . Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support clients during challenging times.
• Documented and communicated timely claims information while supporting accurate outcomes.
• Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
• Handled complains or complicated
• Conducted regular training for the team on policies, claims procedures and coverage and client's expectation
• Provide timely reports to my Director and attend regular meetings with clients and insurer
• Conduct appraisal for the team and provide feedback and interviews of new hire.

• Started as Assistant Executive to underwrite Incomeshield claims from January 2001 to December 2002
• Make sound decisions when underwriting Incomeshield health policies for individuals
• Approved claims up to limit of $50,000 with eight team members under my care
• Was in-charge of overseeing the set up of a new system for claim process - EBAO
• Successful implementation of the new system with least disruption to the work flow
• Handled claims escalations and complains
• Provide support to staff with training and build good rapport thru team bonding
• Conducted appraisals and provide feedback when needed
• Provide weekly reports and update to my higher management

• Registration and assessment of claims are registered within the service level agreement
• Logged, allocated and managed claims.
• Prepared files, letters and notices.
• Worked productively in fast-moving work environment to process large volumes of claims.
• Maintained accurate and up-to-date records of claim information for future reference.
• Updated claims system to track claim status and provide relevant information to other department.

• Logged, allocated and managed claims.
• Prepared files, letters and notices.
• Worked productively in fast-moving work environment to process large volumes of claims.
• Maintained accurate and up-to-date records of claim information for future reference.
• Collaborated with internal departments and external vendors to achieve fast resolution of claims.
• Updated claims system to track claim status and provide relevant information to other department.
• Followed up with customers on unresolved issues.
• Interviewed policyholders to verify information and obtain additional details.
• Investigated accidents or incidents to determine cause and extent of damages.