Marisa Koenen
Utica,NY
Summary
Seasoned Certified Surgical Technologist obtaining a Bachelors of Science in Healthcare Administration. Experience of 10 years in both surgical assisting and medical sales and customer service. United States Navy Corpsman veteran trained with high attention to detail. Current Nateran with the equivalent to a Bachelors degree in Science, committed to high quality care delivery. Proven to be an accurate and efficient worker, Eager to take the next career step. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Customer Experience Associate - Women's Health
Natera
04.2023 - Current
- Obtain and process required information for genetic testing samples, reports, and billing Support sales team with account requests and orders
- Respond to customer inquiries and complaints regarding missing and delayed test samples and results reports
- Maintains high accuracy with adherence to company protocol, policies, procedures
- Utilizes Translation services for patient experience and transcend language barriers.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Maintained up-to-date knowledge of product and service changes.
- Assists sales, genetic counselors and providers in resolving missing information
- Clinic Unknowns, missing information, provider and sales assistance
- Mobile Phlebotomy appointments and scheduling
- Amending, Resending, Change Authorization Forms, PanAm Escalations, General Support, Natera Care, Connect and LIMS familiarity.
- Patient and Clinic portal assistance
- Zero Error for August exceeding metric expectations. Accurate and efficient, self starter motivated to grow in my career.
Surgical Technologist
Griffiss Surgery Center
01.2022 - 08.2022
- Setup operating and surgery rooms by preparing equipment and supplies for upcoming procedures.
- Maintained high infection control standards.
- Delivered exemplary assistance and support to surgeons during general, opthalmology, orthopedic, gynecological, and plastic surgery procedures.
- Evaluated procedure needs and set up equipment, tools, supplies, and instruments.
- Anticipated surgeons needs and handed instruments and supplies to surgeons during procedures.
- Gathered and set up equipment, tools, and supplies and arrange instruments according to surgeons' preferences or instruction.
- Prepared instruments for terminal sterilization and reset surgical suites for next procedure.
- Collected, prepared and disposed of medical specimens.
- Operated, adjusted, and monitored diagnostic equipment and other machines used during procedures.
- Worked with vendors for speedy procurement of services and equipment.
- Educated patients about surgeries and provided treatment plan documentation.
- Assisted laser surgeries to alter, reshape or replace ocular tissue.
- Orthopedic, OB/GYN, plastics, urology and general surgery.
- Prescribed and administered topical and systemic medications to treat conditions and manage pain.
- Skilled at working independently and collaboratively in a team environment.
- Maintained 100% patient experience and safety.
Financial Services Coordinator and Business
Epic
10.2021 - 05.2022
- Developed and maintained database of records to facilitate smooth transactions for financial processes.
- Prepared vouchers, invoices, checks, account statements, reports and other records and reviewed paperwork for accuracy.
- Verified patient insurance eligibility and entered patient information into system.
- Patient Admissions
- Concierge Services
- Answered incoming calls, scheduled appointments and filed medical records.
- Provided excellent customer service to patients and medical staff.
- Followed document protocols to safeguard confidentiality of patient records.
- Engaged with patients to provide critical information.
- Preformed investigation of patients medical record to ensure we had capabilities to admit patient to Long Term Care or Rehabilitation.
- Process prior authorizations, enter demographics and upload medical record to electronic chart to ensure availability for staff. If patients have insurance cut letters, Issuing NOMNC’s immediately and assist patients in Medicaid applications which includes one year look back on all financials and acquisition of materials for application.
- Assists with county on investigation of patients financials and make statements to attach to application. Updating facility Administrator and corporate on weekly insurance revenue updates and coverage outlook.
- Weekly update managed care plans of insurance notes and include care plans as well as mobility assessments to get continued coverage.
- Track census and update any changes.
Mobile Laser Technologist /Surgical Technologist
Healthtronics
10.2020 - 10.2021
- Built strong relationships with customers to drive repeat business.
- Sold products and additional services while rendering treatments to cross-promote other areas of practice.
- Handled busy schedules and stayed on top of key deadlines.
- Discussed procedures and treatment options with clients.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked with medical teams on smooth implementation and operation of new products.
- Researched potential clients and markets to prepare for appointments.
- Resolved order issues efficiently and enhanced customer satisfaction ratings.
- Supplied hospitals and physicians with in-depth information on laser fibers and prostate cancer treatment. Also specialized in Holmium, Co2, Yag, iYag and greenlight laser systems. Urology, Ortho, ENT, Neuro and Spine.
- Sold laser fibers in surgical procedures and lithotripsies.
- Traveled to 20 facilities and sold over 1.5 million in products regionally
Surgical Technologist
US Navy
01.2014 - 10.2018
- Corpsman Third Class
- Setup operating and surgery rooms by preparing equipment and supplies for upcoming procedures.
- Maintained high infection control standards.
- Delivered exemplary assistance and support to surgeons during general, gynecological, orthopedic, neurological, and plastic surgery procedures.
- Evaluated procedure needs and set up equipment, tools, supplies, and instruments.
- Maintained daily workflow, coordinating with operating room staff to prepare for scheduled and emergency cases.
- Sterilized instruments and disposed of medical supplies and waste following OSHA guidelines.
- Worked with vendors for speedy procurement of services and equipment.
- Introduced new staff members to training protocols regarding operating room procedures, infection control, safety standards, and overall facility policies.
- Educated patients on expected side effects and discomfort levels post-surgery.
- Provided leadership, delegation, and exceptional medical service in high-pressure situations.
- Updated medical records in EMR system and double-checked data for accuracy.
- Increased patient safety by 100%
Education
Bachelor of Science - Healthcare Administration
American Military University
Charlestown, West Virginia12.2024
No Degree - Biochemistry
University Of North Carolina - Wilmington
Wilmington12.2019
Associate of Science - Surgical Technology
Naval Medical Education Training Command
San Antonio, TX12.2014
Hospital Corpsman A School - Hospital Corpsman
Military Medical Education Training Command
JBSA Fort Sam Houston06.2014
Skills
- Nursing Support
- Patient Data Identification
- HIPAA Proficiency
- Basic Life Support
- Electronic Medical Records Management
- Critical Thinking
- Customer Inquiries
- Effective Customer Communication
- Client Relationship Management
- Patient Satisfaction
- EMR Systems
- Product Presentation
Affiliations
- National Board of Surgical Technology
- American Military University, Health Science Honor Society
- National Collegiate Honors Society
- Salute Honor Society
- Sports Management and Sports Health Science Honor Society
- The Society For Collegiate Leadership and Achievement
Timeline
Customer Experience Associate - Women's Health
Natera
04.2023 - Current
Surgical Technologist
Griffiss Surgery Center
01.2022 - 08.2022
Financial Services Coordinator and Business
Epic
10.2021 - 05.2022
Mobile Laser Technologist /Surgical Technologist
Healthtronics
10.2020 - 10.2021
Surgical Technologist
US Navy
01.2014 - 10.2018
Bachelor of Science - Healthcare Administration
American Military University
No Degree - Biochemistry
University Of North Carolina - Wilmington
Associate of Science - Surgical Technology
Naval Medical Education Training Command
Hospital Corpsman A School - Hospital Corpsman
Military Medical Education Training Command
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