Overview
Work History
Education
Skills
Timeline
Generic

MARIA PEARCE

Raymond,ME

Overview

15
15
years of professional experience
3
3
years of post-secondary education

Work History

Project Manager: MSG Complex Case Resolution Team

Devoted Health
2022.11 - Current
  • Lead a team of Senior Member Service Guides; promote engagement, provide training, development and performance management.
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
  • Collaborate with cross-functional teams to support a faster member resolution through identification of tech, resource, process improvement and workflow opportunities.

Member Guide Supervisor

Devoted Health
2019.12 - Current
  • Led and motivated a highly engaged team of 8-12 direct reports.
  • Supported highest level of care for members through quality call audits, regular review of data and identification of opportunities of improvement across the Guide team.
  • Improved employee performance through effective performance management and improvement plans, development and mentoring programs.
  • Assisted with the development of training materials and job aides in support of both new and existing Guides as well as supervisors.
  • Built strong relationships with many departments across Devoted Health through partnership and various project work.
  • Subject matter expert in medicare advantage and Devoted Health plan offerings.

Member Guide

Devoted Health
2019.07 - 2019.12
  • Provide five star customer service to Medicare Advantage Beneficiaries.
  • Researched and worked member escalations to provide resolutions on complex issues.
  • Led training and mentoring programs for onboarding of new Guides.
  • Worked with business partners around organization to improve standard operating practices.

Member Engagement Specialist II

Martin's Point Healthcare
2016.07 - 2019.07
  • Provided 5 star customer service for both Medicare Advantage and Tricare Prime beneficiaries.
  • Researched member escalations and provide resolutions on complex problems.
  • Communicated departmental goals, work and data to organization.
  • Assisted in training and onboarding of new employees.

Lead Bartender and Bar Manager

Texas Roadhouse
2009.06 - 2016.07
  • Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks and customer-focused events.
  • Created effective employee schedules maintaining coverage at peak times and minimizing labor costs.
  • Improved customer service rankings by resolving issues quickly and accurately.
  • Recruited, hired and trained staff on bar practices, customer service standards and productivity strategies.
  • Responsible for inventory and ordering of all materials, products and supplies.

Education

Communications -

University of Southern Maine
Portland, Maine
2000.09 - 2003.05

Skills

Project Management

Strong communication skills

Coaching and Development

Data Analysis

Team Building

Compliance Monitoring

Timeline

Project Manager: MSG Complex Case Resolution Team

Devoted Health
2022.11 - Current

Member Guide Supervisor

Devoted Health
2019.12 - Current

Member Guide

Devoted Health
2019.07 - 2019.12

Member Engagement Specialist II

Martin's Point Healthcare
2016.07 - 2019.07

Lead Bartender and Bar Manager

Texas Roadhouse
2009.06 - 2016.07

Communications -

University of Southern Maine
2000.09 - 2003.05

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MARIA PEARCE