Maggie Rhoades
Shoemakersville,PA
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Claims Manager
AON
Garden City, NY
04.2023 - Current
- Enhanced Staff Development: Supported continuous staff development through ongoing feedback and mentorship, resulting in a 20% increase in team performance metrics over six months.
- Claims Management: Efficiently managed and resolved claims, achieving a compliance rate of 94% with regulatory standards, which minimized risks and boosted client trust.
- Productivity Analysis: Created detailed reports to analyze productivity trends, leading to the identification of process enhancements that increased overall team throughput by 15%.
- Technical Enhancements Leadership: Led technical enhancements by collaborating with cross-functional teams, resulting in the implementation of new business requirements that improved processing speed by 30%.
- Strategic Planning Contributions: Contributed to strategic planning initiatives that fostered inter-team cohesiveness, improving collaboration scores by 25%, as measured in team surveys.
- Quality Supervision: Supervised a team of 22 claims examiners, achieving a retention rate of 96% for high-performing staff, and enhancing overall team morale through recognition and support initiatives.
- Onboarding Process Design: Designed, updated, and facilitated the onboarding process for new team members.
Supervisor, Processing and Integrations
Public Partnerships, LLC
Harrisburg, PA
07.2022 - 04.2023
- Led a team of over 30 enrollment staff to achieve a 98% on-time enrollment rate for various documents, ensuring seamless processing and compliance with multiple consumer-directed programs.
- Utilized self-reporting tools to enhance staff productivity, resulting in a 15% increase in efficiency. This proactive approach allowed for better resource allocation, and consistently met contractual processing times.
- Managed multiple improvement projects that implemented agile methodologies, leading to a 25% increase in project completion rates, and a 33% boost in client satisfaction scores, reflecting the positive impact on service delivery.
- Trained client leadership throughout individual multistate contracts on program requirements, upcoming initiatives, and new required process updates.
- Created and implemented over 300 service coordinator training sessions for self-directed service in seven different programs within five states.
Rental Assistant Senior Supervisor
Public Partnerships, LLC
Boston, MA
10.2021 - 06.2022
- Crafted training materials and other job aids to effectively educate the newly hired team on the organization’s policies and regulations for the new rental assistance program.
- Ensured delivery of a quality customer experience through the utilization of technical resources to proactively manage teams’ productivity and call volumes, affording opportunities to adjust as needed.
- Set call center goals and communicated standards to the team, along with the execution of performance management plans and the delivery of promotions as needed.
- Created quality standards and training program for all staff who supported the contract.
- Onboarded and trained 217 new hires over the seven-month contract span.
- Instituted effective procedures for department enrollments, shrinking processing time from six months to one month.
Supervisor, Enrollment
Public Partnerships, LLC
Boston, MA
07.2017 - 10.2021
- Led a team of over 30 individuals in providing exceptional customer service while timely enrolling individuals and processing all necessary documentation to qualify for services within the self-directed programs supported.
- Managed the incoming workload and assignment of client accounts based on the geographical location of participants, and monitored progression to ensure completion within the required service level agreement.
- Identified opportunities to improve processes, improving enrollment cycle time by 48%, and satisfaction ratings by 63%.
- Organized team and individual meetings to deliver organizational and programmatic feedback, along with performance feedback and plans designed to aid staff in achieving their goals and longevity with the firm.
- Participated in program launch meetings to represent departmental business and technical requirements to successfully meet contractual obligations.
- Oversaw and delivered statewide client training for five program implementations, with over 1,000 participants.
- Partnered with the Learning and Development team to create and present professional education for all program clients, service coordinators, and internal enrollment specialists.
Eastern Region Enrollment Specialist, Senior
Public Partnerships
Harrisburg, PA
12.2012 - 07.2017
- Managed a caseload of over 60 clients by guiding them through the enrollment process for their program, and maintained regular contact throughout their tenure in the program to ensure their success.
- Processed all enrollment document submissions in a timely manner and according to quality standards.
- Delivered client education on how to manage their services and budget utilization, along with reviewing program rules required to maintain eligibility.
- Oversaw the enrollment specialist within the region and acted as a resource to resolve issues and minimize escalations.
- Delivered cross-training sessions to existing staff members.
- Leveraged various communication channels, and in-person visits, to enroll participants and employees into federally funded programs.
- Collaborated with clients to understand their needs, and communicated with service coordinators to obtain the authorizations and documents needed for services.
Education
Associate of Applied Science - Medical and Surgical Technology
Berks Technical College
Wyomissing, PASkills
Team Leadership
Virtual Training Delivery
Effective Relationship Management
Effective Interpersonal Communication
Training Design and Development
Performance Analysis
Team Engagement
Strong Organizational Abilities
Adaptability in Fast-Paced Settings
Process Development and Implementation
Agile Project Management
Operational Efficiency Enhancements
Quality Management
CRM Software Proficiency
Proficient in Microsoft Office 365 Applications
Microsoft Excel Proficiency
Power BI Proficiency
Proficient in Azure DevOps
Operational Oversight
Flexibility in Changing Environments
Claims Management
Strategic Problem-Solving
Strong Professional Ethics
Engaging Presentation Skills
Effective Team Collaboration
Certification
Project Management Professional Program Completion
Train the trainer
Texas All Lines Claims Adjuster
GRIT: Workplace Leadership Training
Excel I
Excel II
Affiliations
Hamburg Sports Booster Secretary
Hamburg Mat Club Vice President
Level II Reiki Practitioner
Accomplishments
- Hamburg Area School Board Member
Timeline
Claims Manager
AON
04.2023 - Current
Supervisor, Processing and Integrations
Public Partnerships, LLC
07.2022 - 04.2023
Rental Assistant Senior Supervisor
Public Partnerships, LLC
10.2021 - 06.2022
Supervisor, Enrollment
Public Partnerships, LLC
07.2017 - 10.2021
Eastern Region Enrollment Specialist, Senior
Public Partnerships
12.2012 - 07.2017
Associate of Applied Science - Medical and Surgical Technology
Berks Technical College