Marianne Grullón
Tamarac,FL
Summary
Passionate, driven employee with 10+ years of experience managing customer service projects in high-volume industries such as healthcare, retail, and hospitality. Strong leadership skills and expertise proven to increase profitability. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
7
7
years of professional experience
Work History
Sr. Patient Financial Assistance Care Advocate
vitaCare Prescriptions Services from GoodRx
Boca Raton, FL
09.2020 - Current
- Managed two teams of over 25 prior authorization specialists.
- Managed team during 4-month project where we brought all open Prior Authorization requests from 7 day turnaround to 24-hour timeframe.
- Collaborated with various departments to create training manual of team’s procedures and processes.
- Created financial calculator for all financial assistance programs to calculate chances of approval/denial for each program.
- Created, organized, and managed prior authorization, appeal, tier exception and Patient Assistance Program requests.
Events Coordinator
JW Marriott by the Galleria
Houston, TX
11.2019 - 03.2020
- Efficiently coordinated events and room blocks for groups in a total banquet space of 41,500 square feet and 500 guest rooms while undergoing hotel lobby renovation.
- Developed personal relationships with clients leading to a score of 100% in Overall Event Planning metric.
- Worked alongside the Director of Events while coordinating with other departments to provide the highest quality of customer service for large prominent groups such as NFL and federal government entities.
- Communicate effectively with clients to understand their needs and manage administrative logistics of event planning and booking.
Guest Experience Expert
JW Marriott by the Galleria
Houston, TX
08.2018 - 11.2019
- Top performer of front desk team; awarded Most Valuable Griffin Award, Marriott's "Spirit to Serve Award" and GM Club award.
- Trainer of all new personnel within 7 months of hire date.
- Provided excellent customer service and check in guests in high volume, fast paced environment while ensuring requests were met and memorable experiences were created.
- Remedied issues quickly and effectively through active listening, conflict resolution, and great communication skills. Frequently using the STAR method.
- Maintained consistent positive customer feedback.
- Streamlined check-in process to decrease wait times and increase department goal for guest satisfaction by 8%.
Administrative Assistant
Health First
Melbourne, FL
07.2016 - 05.2018
- Began as intern, got promoted to administrative assistant to two executive level directors of Outpatient, Wellness Division and Community Relations.
- Assisted with project management and performed monthly bank reconciliations.
- Facilitated all aspects of meeting planning and coordinated communication between different organizations, local and state government entities.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sponsorship data.
- Helped track not-for-profit sponsorships for Community Relations team within Brevard, Indian River and Volusia counties. Managed over 100+ sponsorships.
Education
Bachelor of Health Services Administration - Minor, Business Administration
University of Central Florida
Orlando, FLSkills
- Type 80WPM
- Proficient in Microsoft Office Suite
- Excellent time management skills
- Conflict management
- Strategic thinking
- Prior Authorization Process / CoverMyMeds / CRM Platforms
- Pharmacy Technician in Training
- Insurance Verification
Timeline
Sr. Patient Financial Assistance Care Advocate
vitaCare Prescriptions Services from GoodRx
09.2020 - Current
Events Coordinator
JW Marriott by the Galleria
11.2019 - 03.2020
Guest Experience Expert
JW Marriott by the Galleria
08.2018 - 11.2019
Administrative Assistant
Health First
07.2016 - 05.2018
Bachelor of Health Services Administration - Minor, Business Administration
University of Central Florida