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
10.2021 - 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
11.2019 - 10.2021
- 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
06.2019 - 10.2019
- 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
09.2014 - 06.2019
- 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
10.2010 - 09.2014
- 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
10.2021 - Current
BILLING SERVICES
CLARK ELECTRIC COOPERATIVE
11.2019 - 10.2021
PHYSICIAN RECRUITMENT
MARSHFIELD CLINIC HEALTH SYSTEM
06.2019 - 10.2019
CUSTOMER SERVICE TEAM LEAD
SECURITY HEALTH PLAN
09.2014 - 06.2019
FINANCIAL SERVICES REPRESENTATIVE
SIMPLICITY CREDIT UNION
10.2010 - 09.2014
Associate of Science - Business Management
Rasmussen College
Professional Certifications Business Certificate Management Development Series 1 Program Certification -
Medford Senior High
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