Mariah Caldwell
Kansas City,Kansas
Summary
A dynamic and results-oriented professional with extensive experience in healthcare administration, community outreach, and intercultural engagement, now focused on medical billing.
Demonstrated expertise in enhancing customer experiences, driving operational improvements, and leading teams to achieve exceptional performance metrics. Proficient in leveraging technology to streamline processes and improve service delivery, with a strong foundation in conflict resolution, communication, and problem-solving skills. In-depth knowledge of ICD-10, CPT, HCPC, CMS-1500, and UB-04 claim formats. Committed to continuous professional development and innovation, excelling in fast-paced environments and consistently delivering results that exceed expectations. A collaborative leader adept at fostering a positive team culture and engaging with diverse stakeholders to drive business objectives and customer satisfaction.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Marketing Outreach Specialist
Pomelo Care
09.2024 - Current
- Compiled information from patients and caregivers or family members to identify care concerns.
- Identified and reported observations and clinical symptoms to appropriate healthcare professionals, driving timely intervention.
- Researched industry trends related to customer experience management and shared findings with other team members.
- Drafted presentations outlining the benefits of our programs and services aimed at engaging patients.
- Assisted in creating marketing plans to promote the organization's services to potential patients.
- Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
- Explained policies, procedures and services to patients.
- Assisted teams with aligning marketing strategies and objectives based on data-driven insights.
Community Outreach Advisor
AFS-USA Intercultural Programs
04.2024 - 09.2024
- Research and identify community-based organizations, special interest groups, businesses, and individuals interested in partnering to promote AFS, particularly the hosting program and volunteer opportunities
- Assist with the development and implementation of recruitment strategies in high-priority target areas
- Support the planning and implementation of volunteer-led community events, tabling, and targeted individual outreach and engagement
- Create social media content and promotional materials for volunteers and staff to use in the recruitment of Host Families
- Regularly evaluate the success of outreach efforts and make adjustments accordingly
- Support the Regional Field Specialist efforts to finalize host family placements by assisting with paperwork, data entry, phone calls, and other duties as assigned
- Maintain strict adherence to US Department of State regulations, as well as CSIET and AFS standards and guidelines
Patient Care Advocate
Broad Path Healthcare Solutions
08.2022 - 04.2024
- Demonstrate exceptional ability to quickly and effectively resolve complex member account issues, ensuring clarity, satisfaction, and loyalty
- Specialize in deciphering intricate account details and delivering personalized solutions that address each member's unique concerns
- Skillfully handled over 200 member inquiries per week through inbound calls, consistently surpassing weekly resolution targets
- Exhibit a high level of competence in managing diverse and complex inquiries, contributing to the team's reputation for excellence in customer service
- Identify and advocate for significant improvements in call script efficiency, leading to a marked reduction in average customer handling time
- This initiative, recognized for its potential to enhance operational efficiency, was successfully implemented by management, setting a new standard in service protocol
- Consistently achieve and often exceed the company's goals for first-call resolution and customer satisfaction scores
- This consistent performance indicates a deep commitment to providing first-rate service and support, fostering positive member experiences
- Maintain a steadfast commitment to performance excellence, as evidenced by consistently meeting and exceeding key performance indicators
- Through diligent work and a focus on continuous improvement, contribute significantly to the team's overall success and the positive perception of the company brand
- Actively contribute to team meetings and training sessions, sharing insights and strategies for improving member service delivery
- This collaborative approach not only enhances individual performance but also uplifts the entire team’s ability to meet and exceed service expectations
Food and Beverage Manager
Marriott International Inc.
02.2020 - 12.2020
- Effectively managed three diverse teams of employees, fostering a collaborative and high-performing work environment
- Demonstrated exceptional leadership in navigating team dynamics, resolving conflicts, and ensuring a cohesive approach to guest service
- Consistently exceeded guest satisfaction metrics through meticulous attention to service quality and guest experience
- Implemented innovative strategies and personalized service approaches that elevated guest satisfaction daily
- Excelled in maintaining positive relationships with guests throughout their stay, ensuring a welcoming and attentive service atmosphere
- Employed proactive communication and problem-solving skills to address guest needs and enhance their stay experience
- Specialized in swiftly identifying and resolving issues faced by unsatisfied guests, turning potentially negative experiences into positive outcomes
- This not only improved guest satisfaction but also reinforced the brand's reputation for exceptional customer care
- Guided food and beverage operations with a focus on efficiency, quality, and continuous improvement
- Motivated and mentored staff to achieve excellence in their roles, contributing to an engaging and productive work environment
Education
Associate of Arts - Liberal Arts
Johnson County Community College
Skills
- Customer Service Excellence
- Technical Proficiency
- Problem-Solving
- Research Capabilities
- Conflict Resolution
- Effective Communication
- Team Collaboration
- Operational Efficiency
- Innovation in Service Delivery
- Adaptability
- Continuous Professional Development
- Leadership and Management
- Strategic Planning
- Process Improvement
- Time Management
- Attention to Detail
- Data Analysis
- Project Management
- Financial Acumen
- Multitasking
- Cultural Competency
- Community engagement
- Salesforce
- Marketing
- Outreach processes
- Project outreach plans
- Data analysis
Certification
Medical Biller Certification, US Career Institute, 07/2024
Timeline
Marketing Outreach Specialist
Pomelo Care
09.2024 - Current
Community Outreach Advisor
AFS-USA Intercultural Programs
04.2024 - 09.2024
Patient Care Advocate
Broad Path Healthcare Solutions
08.2022 - 04.2024
Food and Beverage Manager
Marriott International Inc.
02.2020 - 12.2020
Associate of Arts - Liberal Arts
Johnson County Community College