Marissa B Jones
Howard,OH
Summary
Service-oriented leader with commitment to quality and excellence, with more than 7 years of experience. Effective collaborator promoting great communication and process-improvement skills. Proven history of efficiency and reliability.
Overview
7
7
years of professional experience
Work History
Associate Manager, BH EAP Worklife Operations
CVS HEALTH CORPORATION
01.2021 - Current
- Oversees daily operations of large specialty team of customer-facing clinical/non-clinical worklife consultants performing hybrid EAP/Behavioral Health/Worklife Service job functionalities.
- Collaborates with senior leadership to identify and achieve departmental performance initiatives in alignment with enterprise goals.
- Monitors and supports staff for to ensure quality, adherence, and compliance standards are maintained.
- Manages projects in collaboration with call management, senior leadership, account management, and external departments to successfully support product fidelity and new initiatives.
- Works cross-functionally to support all areas of departmental goals.
- Networking skills have built and maintained relationships key to maintaining engagement and project execution across teams and departments.
- Fosters culture based on enterprise behavioral standards, with focus on engagement and wellbeing.
- Actively collaborates with staff to identify development opportunities for career grow and talent retention.
EAP Worklife Consultant
CVS HEALTH CORPORATION
05.2019 - 01.2021
- Triaged and assessed customers' wellbeing needs to develop short-term care plans
- Steerage to participating mental health counselors and therapists, and collaborated cross-functionally to coordinate access to case management , behavioral health, and medication-management services.
- Collaborated with non-participating providers to establish single-case network contracts and foster network establishment.
- Piloted dual-diagnosis behavioral health and chronic condition outreach campaign SOP and training materials.
- Developed product-specific training programs and materials for new hire staff members.
- Facilitated new hire staff training and mentoring.
Senior Member Service Advocate
CVS HEALTH CORPORATION
05.2018 - 05.2019
- Provided customers with comprehensive benefit reviews and steerage to participating providers.
- Resolved claim inquiries by determining appropriate benefit tier, required pre-approvals, and review of CPT, DX, TOS coding in conjunction to specified modifiers.
- Oversaw claim rework and reconsideration processes for timely and accurate reprocessing.
- Serviced dedicated team of internal customers; HR processes required to add dependents, determine eligibility, new life events, elect new plan options and provide required documentation verification.
- Collaborated cross-functionally to support National Accounts team with overflow assistance, in order to support departmental and enterprise-wide goals and performance guarantees.
- Served as virtual Kana chat representative, performing all standard services to customers through virtual chat and email platforms.
- Subject Matter Expert and senior-level advocate responsible for mentoring new hire staff members, providing one-on-one support, and facilitating additional nuance trainings as needed.
Administrative Assistant
Cardiology Specialists Of Central Ohio
05.2017 - 05.2018
- Managed daily operations of high-volume, tri-county centered cardiology specialty practice within centralized healthcare system.
- Ensured privacy and compliance documentation were maintained and updated for all patient records.
- Completed patient profiles by updating and verifying demographic information, emergency contacts, and any other treating providers.
- Facilitated insurance and benefit verification and oversaw patients' financial responsibility.
- Coordinated emergency room triage scheduling with on-staff physicians, and created patient care plan and follow-up scheduling post-treatment .
- Managed all prescription medication refill requests by prioritizing and submitting to physicians for timely submission to pharmacy businesses.
- Handled all inbound phone inquiries and messages in collaboration with physician and nursing staff.
- Handled referrals for care from coordinating healthcare providers and facilities.
- Ensured timely filing of all patient chart requests and ROI's.
- Reviewed and assisted with discharge and aftercare instructions for all in-office patients.
Education
Bachelor of Arts - Healthcare Management
Ohio Christian University
Circleville, OH01.2017
Skills
- Staff Management
- Strategic Planning
- Negotiation
- Operations Management
- Network Services
- Quality Management
- Project Management
- Cross-Functional Collaboration
- Policy Compliance
- Quality Management
- Training and Continuing Education
Timeline
Associate Manager, BH EAP Worklife Operations
CVS HEALTH CORPORATION
01.2021 - Current
EAP Worklife Consultant
CVS HEALTH CORPORATION
05.2019 - 01.2021
Senior Member Service Advocate
CVS HEALTH CORPORATION
05.2018 - 05.2019
Administrative Assistant
Cardiology Specialists Of Central Ohio
05.2017 - 05.2018
Bachelor of Arts - Healthcare Management
Ohio Christian University