Hi, I’m
Heather Mirocke
Summary
Accomplished professional with a strong background in account management. Recognized for emphasis on collaboration and delivering impactful results. Maintains reliability and adaptability in client relations and strategic planning. Results-oriented achiever with a proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
6
years of professional experience
Work History
Sutherland Global Logistics
Associate, Account Management
09.2024 - 06.2025
Job overview
- Managed a portfolio of client accounts, ensuring timely resolution of service issues and improving overall satisfaction scores.
- Acted as liaison between internal departments and external stakeholders, enhancing communication and reducing service gaps.
- Analyzed claim patterns and discrepancies, contributing to process improvements and reduced errors.
- Maintained detailed documentation and reporting, supporting HIPAA and Medicaid compliance audits.
- Provided training and mentorship to new hires, promoting consistency and high performance within the team.
- Resolved customer inquiries efficiently, enhancing patient satisfaction and retention.
ResultsCX
Member & Provider Services Representative
08.2023 - 09.2024
Job overview
- Handled up to 80+ inbound calls daily from members and providers, resolving inquiries related to claims, coverage, and benefits.
- Identified and escalated urgent issues, contributing to a 20% reduction in resolution time for critical cases.
- Utilized CRM systems to document all interactions accurately, supporting transparency and efficient case handoffs.
- Collaborated with internal departments to resolve claim discrepancies, ensuring timely reimbursement and service continuity.
- Maintained strict adherence to HIPAA guidelines while providing compassionate, clear support to Medicaid recipients.
- Managed provider inquiries, ensuring timely and accurate responses to enhance service quality.
Day One Integrative Services, LLC
Housing Coordinator
03.2023 - 08.2023
Job overview
- Supported women in recovery through housing placement, goal setting, and resource referrals, fostering stability and independence.
- Built trust-based relationships with clients, offering consistent emotional support and guidance.
- Coordinated with social workers, healthcare providers, and community agencies to ensure a comprehensive care approach.
- Organized transportation, mental health services, and employment assistance, empowering clients toward self-sufficiency.
- Maintained accurate and confidential client files, supporting program compliance and outcome tracking.
- Developed and maintained collaborative relationships with community partners to enhance service delivery.
Missy Maids
Supervisor
01.2019 - 03.2022
Job overview
- Oversaw daily operations for a team of residential cleaning staff, managing schedules, supplies, and quality control.
- Trained and onboarded new hires, resulting in reduced turnover and improved team performance.
- Created and implemented a rotating schedule system that boosted coverage efficiency and client satisfaction.
- Resolved client complaints with professionalism, turning negative experiences into repeat business opportunities.
- Promoted a positive team culture that emphasized respect, accountability, and pride in work.
- Trained and mentored new staff on cleaning protocols, safety practices, and customer service techniques.
Education
North East Career CenterColumbus, OH
GED
03.2007
Skills
- Skilled in case management and advocacy
- Advanced data management skills
- Proficient in HIPAA standards
- Claims processing proficiency
- Integrated health support services
- Call center operations expertise
- Interpersonal communication expertise
- Leadership development
- Patient medication management
- Time management expertise
- Analytical decision making
- Business development and client retention
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Collaborated with team of 10 in the development of Meridian Health Plan Provider Services Department.
- Supervised team of 8 staff members.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Associate, Account Management
Sutherland Global Logistics
09.2024 - 06.2025
Member & Provider Services Representative
ResultsCX
08.2023 - 09.2024
Housing Coordinator
Day One Integrative Services, LLC
03.2023 - 08.2023
Supervisor
Missy Maids
01.2019 - 03.2022
North East Career Center
GED
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