Grace McMullen
SPRINGFIELD,PA
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
16
16
years of professional experience
Work History
Director of Insurance
Continuous Home Care
01.2016 - Current
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Maintained high standards of customer service by building relationships with clients.
- Cross-sold insurance products to existing clients to reach sales targets.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Investigated and processed claims swiftly to keep customers satisfied.
- Identified potential risks in client businesses and recommended appropriate insurance coverage.
- Educated clients on insurance policies and procedures.
- Investigated and processed claims swiftly to keep customers satisfied.
- Managed team of five in insurance authorizations and appeals.
Operations Manager
Continuous Home Care
11.2014 - 01.2016
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Managed over 12 HMO and PPO insurance contracts
- Developed systems and procedures to improve operational quality and team efficiency.
- Developed and implemented strategies to maximize customer satisfaction.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Analyzed and reported on key performance metrics to senior management.
- Devised processes to boost long-term business success and increase profit levels.
- Trained new employees on proper protocols and customer service standards.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Reported issues to higher management with great detail.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Director of Client Intake
Continuous Home Care
04.2012 - 11.2014
- Moved seamlessly from strategic, innovative and big picture perspective to finest details and delivered operational success.
- Headed off issues and proactively implemented plans and actions to mitigate.
- Managed relationships with executive sponsors and key client team members at required levels in organization.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Managed over 50 customer calls per day
Patient Care Coordinator
Continuous Home Care
10.2010 - 04.2012
- Maintained confidentiality of patient data and condition to safeguard health information.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Acted as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
- Worked closely with patients to deliver excellent and direct individualized patient care.
- Delivered excellent patient experiences and direct care.
- Upheld confidentiality requirements and regulatory compliance guidelines.
- Monitored patient health records for accuracy to meet compliance with healthcare guidelines.
- Provided support and guidance to patients and families to navigate healthcare systems.
- Assisted patients with coordinating long-term care for chronic conditions to support and manage illnesses.
- Performed as subject matter expert for case management processes.
- Answered incoming calls, scheduled appointments and filed medical records.
Residence Life Coordinator
Neumann University
06.2009 - 01.2011
- Assisted residents with transitioning into new living environment and maintained strong relationships with residents.
- Enforced policies and safety standards through building and room rounds.
- Coordinated activities and events to create safe, positive and inclusive environment.
- Provided crisis management and intervention during emergency situations.
Processing Associate
Vanguard
11.2007 - 05.2009
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards.
- Identified and resolved process issues to drive optimal workflow and business growth.
- Developed standard operating procedures and document workflows to drive current and future processes.
- Determined and recommended methods to implement improvement opportunities.
- Adhered to established policies, procedures and compliance for satisfactory audit rating.
Education
Bachelor of Science - Human Development And Family Studies
Pennsylvania State University
Media06.2007
Skills
- Oral and Writing Communication
- Financial Needs Assessment
- Client Account Management
- Medicare Compliance
Timeline
Director of Insurance
Continuous Home Care
01.2016 - Current
Operations Manager
Continuous Home Care
11.2014 - 01.2016
Director of Client Intake
Continuous Home Care
04.2012 - 11.2014
Patient Care Coordinator
Continuous Home Care
10.2010 - 04.2012
Residence Life Coordinator
Neumann University
06.2009 - 01.2011
Processing Associate
Vanguard
11.2007 - 05.2009
Bachelor of Science - Human Development And Family Studies
Pennsylvania State University
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