Crystal Norris-McClure is an experienced administrative support professional with skills in customer service, claims processing, human resources, and banking/finance. She has held positions providing administrative, secretarial, and reception services, as well as registering patients, processing insurance claims and precertifications, and supervising staff. Norris-McClure has a dual bachelor's degree in marketing/sales promotion and business administration from Franklin University and pursued an MBA with a concentration in project management at Ohio Dominican University.

1. Crystal Denise Norris-McClure
798 Brentnell Avenue
614-816-9951
Email: cnorrismcclure@yahoo.com
Qualifications Summary
Administrative support professional experienced working in fast paced for organizational,
technical, and interpersonal skills. Trustworthy, ethical, and discreet, committed to superior
customer service. Confident and poised in interactions with individuals at all levels. Detailed
oriented and resourceful in completing projects; able to multi-task effectively. Capabilities
include:
 Customer Service and Claims Accounts Payable
 HR/Recruiting/ Interviewing Word Processing/Typing
 Team Leader Problem Solving Banking & Finance
 Patient Registration Precerts/Referral Coordinator Cashier/Customer Relations
 Administrative Support Sub-Teacher
 Referral-Precert Coordinator Medical Office Scheduling
 Health Services Coordinator
Internships:
Special Events Coordinator for International Visitors Council Port Columbus worked with
International Diplomats and planned their meetings, site-seeing and itineraries and home stays
while in Columbus, Ohio. Proven communications and written capabilities, report writing. Non
Paid Internship
State of Ohio Ohio SBIR State of Ohio Dept. of Development working with start-up business
professions proven communication skills, Cooperative and flexible team player worked
effectively independently and with the group as well as public speaking skills. Put together SBIR
Packets planned meetings, etc. Paid Internship
Administrative Support
Performed administrative and secretarial support functions for Center director of a large United
Way Agency. Coordinated and managed multiple priorities and projects.
Provided discreet secretarial and reception services for a busy State BVR Agency. Scheduled
appointments and maintained accurate, up-to-date confidential client files. Trained and
supervised pt students as well.
Customer Relations /Patient Registration/ Referral Precertification/ Insurance Claims
 Registered incoming patients for hospital stays. Demonstrated ability to maintain
composure and work efficiently in a fast-paced environment while preserving strict
confidentiality. Conducted patient interviews to elicit necessary information for
registration, accurate prioritization, to assist medical professionals in the physician’s
office process. Performed precertification and referral functions as well.
 Orchestrated special events and business meetings, reservations as well developed
itineraries, and prepared materials for assigned programs for meetings with international

2. diplomats assisted with the development of special projects and events with The
International Visitors Council International Diplomats at Port Columbus, managed
customer relations and provided exemplary service to all international diplomats.
 Adjusting and researching of claims issues for members and providers
 Reviewed and adjudicated complex, sensitive and or specialized claims in accordance
with claim processing guidelines. Primary responsibilities may include covered losses,
established proof of loss, ensuring legal compliance claim resolution.
 Acted as a subject matter expert by providing training, coaching or responding to
complex issues.
 Handled customer service inquires and problems. Acted as end to end contact for clients
experiencing claim and or customer service problems.
 Handled telephone and written correspondence from varied sources: providers, members,
plan sponsors, attorneys and other insurance personnel. Reviewed claims cost payments
in order to respond to all requests for reconsiderations or appeal. Made outbound calls if
necessary, for client follow-up.
 I am empowered to resolve provider issues and respond to inquiries with efficiency,
urgency and compassion. This is an opportunity for you to identify and exceed my
customer expectations by committing to and building strong relationships. I do this every
day by quickly responding to calls from health care providers to help answer questions
and resolve issues regarding health care claims and payments. I know you performed
with integrity and delivered the best customer service experience making your customers
feel better because they talked with me.
 Answered incoming phone calls from health care providers (i.e. physician offices, clinics)
and identify the type of assistance the provider needs (i.e. benefit and eligibility, billing
and payments, authorizations for treatment and explanation of benefits (EOBs)
 Focus on resolving issues on the first call, navigate through the appropriate computer
system(s) to identify the current status of the issue and provide appropriate response to
callers.
 Delivered all information and questions in a positive, conversational and compassionate
manner to facilitate developing a relationship with the provider, while providing the best
customer service experience possible
 Complete the documentation necessary to track provider issues and facilitate the
reporting of overall trends
 Meet the performance goals established for the position in the areas of: efficiency, call
quality, provider satisfaction, first call resolution and attendance.
Human Resources Management/Team Leader
 Managed company benefits, developed position descriptions and attended job fairs
 Assisted in development of training programs
 Supervised administrative staff and adept at motivating staff to insure smooth workflow
and increased productivity.
 Initiated employee communication announcements
 Developed and coordinated new employee orientation
 Screened resumes, pre-qualified candidates via telephone, a and selected applicants for
interviews
 Conducted initial interviews, testing, background checks, verify applications, and
evaluation results.
Banking and Finance

3.  Extensive Banking and basic accounting background
 Ability to work independently as a team member
 Approved/declined loans via telephone
 Research and prevent fraud and counterfeit on checking and savings accounts for
customers
 Retain banking customers in Marketing Retention
Banking and Finance continued
 Self-motivated and able to set effective priorities to achieve sales immediate and long-
term goals and meet operational deadlines
 Developed interpersonal and communication skills, having dealt with a diversity of
professionals, clients, and staff members. consumer credit analysts is to review data
provided on loan and credit applications, in order to make a determination whether
approving that application is a feasible risk for the bank or financial institution.
Prerequisite to this, consumer credit analysts must have a firm grasp on what constitutes a
good risk and what constitutes a faulty one. As a Consumer Lending Analyst I collected
and analyzed data and prepared reports for loan officers or managers concerning the
application.
 Research shows that great service can play a key role in customer retention throughout
these changes in fee structures.
 I was proactive as a Financial Service Advisor because customer service is not be a
reactive exercise. Communicating with customers proactively reduces the cost of
managing inbound calls and increases customer satisfaction. Reminders about bill
payments and card balances, tips about protecting debit or credit card security, or service
updates can all be pushed out to consumers. Doing so creates more than good will; it
improves the overall brand experience.
Customer Service/Claims/Provider Svcs. Aetna /Cigna Healthcare/VSP/Anthem
Health Services Coordinator Temp Nationwide Better Health Insurance
Program Officer/Internship International Visitors Council
Registration/Precerts Coord. Mount Carmel Health
Human Resources Capital Services
Human Resources Asst. State of Ohio State Fair OEC
Banking/Finance Bank One/Chase/PNC
Cashier/PT Seasonal Target/NY & Co/Marshalls
Clerical Spec State of Ohio
HR Clerk State of Ohio
Intern State of Ohio
Clerk I State Dept. of Taxation
Receptionist Switchboard Operator AFSCME Ohio Council 8
Education & Training
Franklin University graduated December, 1999
Dual Major Concentration in Marketing/Sales Promotion
Subsequent Degree in Human Resources graduate 2017
Franklin University graduated December, 1999
Concentration in Business Administration
Ohio Dominican University MBA Lead Program 2008-2009

4. Concentration in Project Management