Marie Roane
Jacksonville
Summary
Dedicated provider support specialist with proven expertise in resolving complex inquiries and delivering exceptional customer service. Strong problem-solving abilities and effective communication skills ensure compliance and enhance provider satisfaction.
Overview
21
21
years of professional experience
Work History
Independent Contractor- Provider Support
LiveOps- Supporting AmeriHealth
Jacksonville
06.2025 - Current
- Serve as the first point of contact for healthcare providers, assisting with inquiries regarding member eligibility, benefits, claims status, prior authorizations, and provider portal navigation.
- Research and resolve escalated issues by reviewing internal systems, policies, and procedures, while ensuring compliance with HIPAA and AmeriHealth guidelines.
- Educate providers on claims submission processes, reimbursement policies, and documentation requirements to improve efficiency and reduce rework.
- Maintain accurate and detailed documentation of all interactions in CRM and case management systems.
- Deliver empathetic, solution-focused service in a high-volume call center environment while meeting quality assurance and performance metrics.
- Collaborate virtually with supervisors and support teams to streamline issue resolution and improve provider experience.
Independent Contractor- Product Expert
Intuit
Jacksonville
12.2023 - 04.2025
- Delivered technical support and guidance through multiple communication channels, ensuring customer satisfaction.
- Assisted in troubleshooting and resolving installation and configuration issues with clear instructions.
- Identified and reported technical issues to improve product quality.
- Documented all customer interactions in help desk ticketing system for future reference.
- Maintained composure during challenging customer interactions by applying de-escalation techniques.
Community Life Ambassador (CLA) Intern
Rescue Mission/ Nueva Vida Haven
San Diego
02.2021 - 06.2021
- Streamlined intake processes and upheld effective shelter operations to aid community residents.
- Oversaw maintenance and cleanliness of shelter to uphold dignified living conditions.
- Coordinated daily meal preparation and distribution for shelter residents.
- Monitored shelter activities, ensuring a safe environment through timely interventions.
- Organized and distributed donated items to homeless clients effectively.
Sales Specialist-Flooring
Lowes Home Improvement
York
11.2018 - 04.2019
- Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
- Demonstrated products to enhance customer understanding and satisfaction.
- Followed up with customers post-sale to ensure satisfaction with their purchase decision.
Retail Sales Consultant
Xfinity Comcast
Havertown
11.2014 - 06.2016
- Utilized consultative sales techniques to assess retail customers' needs and suggest appropriate products.
- Surpassed sales targets by 56% to 98% through exceptional customer service proficiency.
- Exercised patience and deployed effective problem-solving and interpersonal abilities for conflict resolution.
Retail Sales Consultant
AT&T Wireless
Bala Cynwyd
09.2010 - 04.2014
- Passionately represented products and services through demonstrations and direct conversations.
- Directed deposit processes, facilitated financial transactions, and controlled inventory levels.
- Increased sales by 40% over 3 months by offering consultation on products and services, applying customer service, and upselling techniques.
Material Control Specialist (SK)
United States Navy, USN
06.2004 - 06.2008
- Coordinated periodic cycle counts to maintain inventory accuracy.
- Scheduled deliveries of aircraft materials by specified time to begin production on time.
- Created databases and spreadsheets to improve inventory management accuracy to 95%.
Education
Associate of Science - Information Technology
Rasmussen University
Remote03.2025
Skills
- Software installation and configuration
- Technical support
- Research skills
- Data entry
- Multi-channel support
- Effective communication
- Conflict resolution
- Time management
Timeline
Independent Contractor- Provider Support
LiveOps- Supporting AmeriHealth
06.2025 - Current
Independent Contractor- Product Expert
Intuit
12.2023 - 04.2025
Community Life Ambassador (CLA) Intern
Rescue Mission/ Nueva Vida Haven
02.2021 - 06.2021
Sales Specialist-Flooring
Lowes Home Improvement
11.2018 - 04.2019
Retail Sales Consultant
Xfinity Comcast
11.2014 - 06.2016
Retail Sales Consultant
AT&T Wireless
09.2010 - 04.2014
Material Control Specialist (SK)
United States Navy, USN
06.2004 - 06.2008
Associate of Science - Information Technology
Rasmussen University