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
11.2022 - 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
12.2019 - 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
07.2019 - 12.2019
- 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
07.2016 - 07.2019
- 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
06.2009 - 07.2016
- 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 09.2000 - 05.2003
Skills
Project Management
undefinedTimeline
Project Manager: MSG Complex Case Resolution Team
Devoted Health
11.2022 - Current
Member Guide Supervisor
Devoted Health
12.2019 - Current
Member Guide
Devoted Health
07.2019 - 12.2019
Member Engagement Specialist II
Martin's Point Healthcare
07.2016 - 07.2019
Lead Bartender and Bar Manager
Texas Roadhouse
06.2009 - 07.2016
Communications -
University of Southern Maine
09.2000 - 05.2003
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