Marian MacRae-Adams

• Outbound collection calls to mortgage holders at least 3 months in default, to negotiate repayment
• Participated in weekly team meetings discussing current projects and strategies for achieving goals set forth by management
• Utilized collection software to track payments, generate letters, update notes, and provide reports on account activity
• Counseled clients on restructuring their finances to afford mortgage and come current.

• Utilized advanced knowledge of medications to offer expert consultations regarding drug therapy recommendations to prescribers as needed.
• Facilitated patient education on medication usage, side effects, and potential interactions for better compliance.
• Successfully managed high-pressure situations during peak hours by prioritizing tasks effectively while maintaining attention-to-detail in a fast-paced environment.
• Optimized pharmacy operations by maintaining clean, organized workspaces, ensuring a safe environment for staff and customers.
• Streamlined prescription processing through effective communication with healthcare providers and insurance companies.
• Contributed to increased customer satisfaction through exceptional service and timely resolution of issues or concerns.

• Provided guidance and support to inbound calls from members regarding plan selection and coverage for state medical coverage
• Collaborated with insurance carriers and brokers to ensure accurate and timely enrollment of members
• Attended meetings, seminars and programs to learn about new products and services, learn new skills, and receive technical assistance in developing new accounts.
• Handled escalated calls professionally, mitigating concerns effectively while maintaining excellent rapport with clients.
• Guided licensed insurance brokers through troubleshooting their "portal" of enrolling new patients.

• Planned, directed created crafts for all sales for home based business of Jewelry and curios
• Traveled to Nursing homes and assisted living establishments, with karaoke machine, to sing for patients and residents.
• Establised strong leadership skills to ensure efficient and effective utilization of resources.

• Proactive with excellent listening skills, responding to incoming calls from members, insurance agents, doctor offices, pharmacies and Attorneys
• Ability to critically 'think on the fly', in an everchanging, diversified environment.

• Performed patient registration and scheduling in a fast-paced environment with accuracy and efficiency
• Scheduled appointments and verified patient information to ensure accuracy prior to appointment check-in
• Verified and updated changes in patient, physician, or insurance to maintain proper billing
• Processed payments and reconciled accounts
• Assisted in training new Patient Service Representatives on procedures related to front office operations.

Inbound calls from dental patients nationwide, regarding payments, late payments, and followup outbound collection calls.

*Accomplishments:

96% retention of patients, by offering repayment options

• Provided exceptional customer service to patients, answering questions and addressing concerns.

• Facilitated discharge planning processes
• Ordered physical therapy, specialized nursing care, and social services
• Liaised effectively with external agencies such as social services departments
• Coordinated medical, educational and social services for clients with disabilities
• Observed patient behaviors to discover any needed psychiatric or social services
• Created psycho-social assessments quarterly under Social Services director license
• Coordinated transportation arrangements for clients accessing medical appointments or social services and escorted mentally unstable patients to outside appointments.