MARK HAHNER
Reno,NV
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
20
20
years of professional experience
Work History
Project Training Manager
Prime Healthcare - St. Mary's Reg Medical Center
Reno, NV
02.2014 - Current
- Coordinated training for Business Office workers, including both new and established employees.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Regulated all learning and performance objectives, schedules, and training assessments.
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Conducted research and analysis of learning needs of employees to develop targeted training programs.
- Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed and maintained relationships with customers and suppliers through account development.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Provider Services Representative
Group Health
Spokane, Washington
09.2008 - 02.2014
- Maximized call volume and average call time to meet performance and productivity.
- Assisted customers in response to inquiries or notification of claim investigation results or adjustments.
- Provided accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
- Met or exceeded customer call guidelines for service levels, handle time and productivity.
- Utilized customer service software to manage interactions and track customer satisfaction.
Diabetes Care Specialist
Medtronic MiniMed
Northridge, California
10.2003 - 06.2008
- Coordinated efforts with medical professionals and patients to obtain all documentation medically necessary and required to submit for prior authorization and approval of diabetic insulin pump therapy.
- Supported field sales force with managing customer pipeline from initial prospect to post sales support.
- Trained new hires on daily tasks and responsibilities for transitioning into Diabetes Therapy Associate roles.
- Presented Business Operations and Processes to new hires in classroom setting.
- Consistently met or exceeded AOP (Annual Operating Plan) for both revenue and insulin pump sales.
Education
Master of Business Administration (M.B.A - Information Technology
Western Governors University
Salt Lake City, UtahSkills
Program OptimizationNew Employee TrainingPerformance MetricsProject Management
Epic, MediTech, Next Gen, and SAP
Written and oral communication
Microsoft Office Suite Software Proficiency
Policies and procedures
Key Performance Indicators
Improvement initiatives
Coaching and mentoring
Employee training
Military
U.S. Army (1989-1993) Specialist 4
- Armor crew member for M1A1 tank
- Company Commander's personal HUMVEE driver
- Awarded service medals and commendations to include the Liberation of Kuwait Campaign (Desert Shield/Storm)
- Primary Leadership Development Course (PLDC) graduate
- Honorably discharged from service in 1993
Timeline
Project Training Manager
Prime Healthcare - St. Mary's Reg Medical Center
02.2014 - Current
Provider Services Representative
Group Health
09.2008 - 02.2014
Diabetes Care Specialist
Medtronic MiniMed
10.2003 - 06.2008
Master of Business Administration (M.B.A - Information Technology
Western Governors University