Mara Kurz
Loyal,WI
Summary
Focused on supporting business management with developing and implementing successful operational and service policies. Well-versed in business industry practices, standards and regulations. Recognize team weaknesses and optimize plans to drive growth in the organization & individuals
Overview
13
13
years of professional experience
Work History
ASSISTANT MANAGER OF OPERATIONS
MARSHFIELD CLINIC HEALTH SYSTEM
2021.10 - Current
- Manager Neillsville, Colby, Stratford & Greenwood Clinic
- Resolve customer or staff conflicts efficiently and effectively, escalating the issue to their manager as the situation warrants it
- Analyzes current workflows/processes and communicates best practice to staff
- Communicates performance expectations to staff, works with staff to set goals linked to organizational initiatives, and supports efforts towards achieving those goals
- Enforces regulatory standards to ensure the area of responsibility is in compliance
- Provides leadership, mentoring, coaching and education to develop and maintain an effective, well-trained staff based on performance standards
- Supports departmental leadership in development, setting and executing department goals and strategic plan in accordance with MCHS’s mission statement
- Assists departmental leadership in the disciplinary process and staff performance appraisals
- Assists with managing costs to remain within the financial requirements of the assigned area and to meet organizational productivity outcomes
- Reviews and meets ongoing competency requirements of the role to maintain the skills, knowledge and abilities to perform, within scope, role specific functions.
BILLING SERVICES
CLARK ELECTRIC COOPERATIVE
GREENWOOD , WI
2019.11 - 2021.10
- Assist with member inquiries via phone, email and walk-in
- Oversight of yearly collections; overdue electric accounts needing disconnection notice – initiate letters, phone calls and communicate with the Line Department on locations needing disconnect
- Balanced monthly bank statements with perspective general ledger accounts
- Review and submit monthly taxes for both electric and appliance department.
PHYSICIAN RECRUITMENT
MARSHFIELD CLINIC HEALTH SYSTEM
MARSHFIELD , WI
2019.06 - 2019.10
- Schedule Physician interviews and visits to the Marshfield Community
- Arrange flights, car rentals/shuttle transportation and hotel reservations for visiting physicians
- Work closely with assistants and physicians, as well as outside entities to set up interviews and tours for candidates interviewing at the Marshfield Clinic
- Arrange and attend interviews for internal recruitment prospects
- Track and update the recruitment team weekly on upcoming interviews by physician specialty.
CUSTOMER SERVICE TEAM LEAD
SECURITY HEALTH PLAN
MARSHFIELD , WI
2014.09 - 2019.06
- Perform quality audits on phone and email interactions for Customer Service agents to ensure they are meeting requirements and providing accurate information
- Assist in answering incoming member calls and schedule prospect appointments when the volume requires
- Take on escalated member calls, concerns and complaints
- Meet monthly with agents; coaching on their overall performance, quality metrics, efficiencies and audits to focus on areas of improvement
- Update department resources with information needed for daily operations
- Respond timely to emails, inquiries and review upcoming members mailings for accuracy
- Report member suggestions on a monthly basis to upper leadership to see assess areas for process improvement
- Assisted and overseen the Customer Service Program
- Met with new agents, scheduled training sessions, reviewed department expectations and guidelines
- Work on assigned tasks and projects that directly affect customer service to improve overall processes and call flow
- Continuously hold a valid Health Insurance License for the State of Wisconsin.
FINANCIAL SERVICES REPRESENTATIVE
SIMPLICITY CREDIT UNION
MARSHFIELD , WI
2010.10 - 2014.09
- Assist with member phone calls and walk-ins to provide answers and resolutions to their accounts, online account concerns and debit card issues
- Scheduled appointments for loan staff and assist in getting required documents prepared and mailed
- Ran daily and monthly reports for tracking credit card inaccuracies
- Assisted new members with opening/closing accounts.
Education
Associate of Science - Business Management
Rasmussen College
Wausau, WI2019
Professional Certifications Business Certificate Management Development Series 1 Program Certification -
Medford Senior High
Wausau, WI 2018
Skills
- Employee Supervision
- Project Management
- Delegation Skills
- Process Improvement
- Time Management
- Staff Training
- Team Leadership
- Customer Service
Timeline
ASSISTANT MANAGER OF OPERATIONS
MARSHFIELD CLINIC HEALTH SYSTEM
2021.10 - Current
BILLING SERVICES
CLARK ELECTRIC COOPERATIVE
2019.11 - 2021.10
PHYSICIAN RECRUITMENT
MARSHFIELD CLINIC HEALTH SYSTEM
2019.06 - 2019.10
CUSTOMER SERVICE TEAM LEAD
SECURITY HEALTH PLAN
2014.09 - 2019.06
FINANCIAL SERVICES REPRESENTATIVE
SIMPLICITY CREDIT UNION
2010.10 - 2014.09
Associate of Science - Business Management
Rasmussen College
Professional Certifications Business Certificate Management Development Series 1 Program Certification -
Medford Senior High
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