Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

MARGARET I. GARNER

Katy,TX

Summary

Highly driven and ethical business professional with strong leadership skills. Proven track record of leading productive teams, controlling budgets, and driving growth initiatives through effective networking and marketing. Skilled in strategic planning, process optimization, and team leadership with excellent communication and problem-solving abilities.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Director of Operations

Next Step Behavioral Houston
Houston, TX
04.2023 - Current
  • Managed growth and development of 20+ team members daily
  • Performed thorough client assessments to determine needs, strengths, and resources.
  • Collaborated with community agencies to facilitate service referrals
  • Designed incentives ensuring weekly goals were met
  • Managed operations for multi-million dollar business
  • Implemented processes facilitating higher patient satisfaction rates
  • Developed guidelines to enhance workflow processes
  • Mentored managers and supervisors effectively
  • Maintained compliance with legal and organizational standards
  • Executed performance assessments for direct team members
  • Deployed solutions for supervising staff punctuality, rostering shifts, salary management.
  • Led stakeholder discussions on progress towards goals
  • Ensured documentation of client contacts aligned with agency policies and timelines
  • Employed de-escalation skills during crisis situations

Supervisor

CenterPoint Energy
Houston, TX
06.2015 - 11.2023
  • Softened escalated service calls using diplomacy and tact
  • Applied motivational techniques to support staff productivity
  • Managed daily customer service activities, offering direction to staff.
  • Generated actionable insights for operational enhancement
  • Supervised new hires to ensure performance standards
  • Developed office frameworks enhancing collaboration

Lead Customer Service Pre-Certification Specialist

HealthHelp/Humana
Houston, TX
04.2009 - 07.2015
  • Liaise with medical professionals to create patient care strategies
  • Proficient in Rad Consult, MRI, MRA
  • Guaranteed HIPAA compliance
  • Cross-trained across various departments for customer service support
  • Coordinated Benefit information between parties
  • Reviewed daily electronic fund transfers from carriers
  • Ensured accurate and timely handling of denied claims
  • Managed and processed vendor invoices
  • Managed comprehensive billing systems with attention to detail

Education

LCDC-I - Addiction Counseling

Institute For Chemical Dependency
Houston, TX
03-2024

Medical Biller & Coding -

Live Oak Medical Academy
Live Oak, TX
09.2012

Associate of Science - Business Administration and Management

Central Texas College
Killeen, TX
06.2005

Skills

  • Proactive Work Approach
  • Client Relations Expertise
  • Project Coordination
  • Team Leadership
  • Goal-Driven
  • Customer Service Leadership
  • Team Development
  • Strong Verbal Communication
  • Process Optimization
  • Creative Problem Solving
  • CRM/SAP Knowledge

Certification

  • CANS/ANSA
  • LCDC-I
  • MSPS
  • PSS

Timeline

Director of Operations

Next Step Behavioral Houston
04.2023 - Current

Supervisor

CenterPoint Energy
06.2015 - 11.2023

Lead Customer Service Pre-Certification Specialist

HealthHelp/Humana
04.2009 - 07.2015

LCDC-I - Addiction Counseling

Institute For Chemical Dependency

Medical Biller & Coding -

Live Oak Medical Academy

Associate of Science - Business Administration and Management

Central Texas College

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MARGARET I. GARNER