MARLA DANIELS
Magnolia,TX
Summary
Grievance and Appeals Coordinator | Customer Service Escalation Specialist with a history of forging operational success for healthcare organizations. Resourceful, adaptable, efficient and innovative healthcare professional showcasing 10+ years of experience spanning customer service, medical device manufacturing, and quality assurance with a proven track record driving increased efficiency , improved customer satisfaction, and streamlined processes. Envisions opportunities for organizational growth & triggers change while championing accuracy, regulatory compliance, and collaboration. Precise and concise communicator & listener, collaborator, and leader, spearheading diverse experts/teams toward accelerated progress, tangible results, and rapid business value.
Overview
8
8
years of professional experience
Work History
GRIEVANCE & APPEALS COORDINATOR II
CENTENE CORPORATION
04.2023 - 10.2023
- Provided direct support for healthcare professionals, external groups, social media and members.
- Developed and maintained a comprehensive knowledge of relevant laws, regulations and policies related to the appeals process.
- Utilization of multiple platforms to completed in-depth investigations pertaining to grievance, support or inquiries on polices and procedures.
- Used critical thinking to break down problems, identify issues, recommend solutions and make decisions.
- Evaluated cases/claims for accuracy, completeness, and compliance with applicable laws, regulations, and procedures.
CUSTOMER SERVICE ESCALATION SPECIALIST II
LUCIRA HEALTH
11.2021 - 01.2023
- Addressing escalated or intricate issues, process & system concerns, disseminating critical regulatory updates to maintain compliance & preserve operational standards.
- Calibration of CSR interactions, to increased efficiency and performance of team. Monitoring team productivity and providing feedback.
- Create SOPs for 3-party team training, ensured QA clearance of all documentation, and prepared engaging training presentations.
- Implemented and developed training processes. Trained new personnel regarding company operations, policies and services.
- Cross-platform software; Windows, IOS, MS Office, MAC. Skillfully managed automated systems, including Zendesk, Amazon Seller, NetSuite, UPS, FedEx,Shopify, Coyote, Tableau, Basecamp, SharePoint, Workspace and Okta.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
LEAD MEDICAL DEVICE TECHNICIAN
LUCIRA HEALTH
06.2018 - 11.2021
- Led Medical Device Technicians to significantly increased team efficiency, reduced production bottlenecks by 15%, and contributed to the successful launch of groundbreaking medical devices.
- Led operations team, overseeing training, goal setting, and problem-solving for line improvements; effectively managed cross-functional collaboration work instructions.
- R&D Manufacturing Support; Performed vital duties related to the manufacturing function for research and development of existing and future products.
- Engineering & Scientific Assistance; Collaborated with engineers & scientists in testing processes involving manual or robotic equipment, expediting the development and refinement of innovative medical technologies.
- Inventory & Documentation; Maintained inventory and documentation accuracy, adhering to GMP, ensuring a streamlined production process, and reducing material waste through careful monitoring and management of resources.
MEDICAL DEVICE ASSEMBLER
PROTEUS DIGITAL HEALTH
10.2017 - 03.2018
- Expertly built, assembled, and kitted medical devices, such as infectious disease detection test kits, enhancing production quality and ensuring the timely delivery of life-saving products to end users.
- Diligently prepared solutions, stains, and reagents following SOPs, maintaining the highest standards in quality and compliance, and facilitating a seamless production workflow.
- Provided recommendations to engineers for the enhancement of production methods and product design issues, leading to increased manufacturing efficiency.
- Managed shipping and receiving hazardous materials, products & parts, inventory tracking, and RCRA knowledge, enforcing safety and compliance handling of hazardous reagents and materials.
PRODUCTION LINE ASSEMBLER
BIO RAID
12.2016 - 04.2017
- Followed detailed instructions for assembly processes while maintaining production quotas.
- Analyzed data from previous production runs to determine areas where efficiency can be improved upon.
- Reported any defective parts or materials encountered during the assembly process promptly.
- Performed visual inspection of assembled products, identified defects, and made necessary adjustments to ensure quality standards were met.
- Kept accurate records of daily production output as well as any downtime that occurred due to machine malfunctions or other factors.
SERVICE TECHNICIAN ASSISTANT
UNIVERSAL HOSPITAL
03.2016 - 09.2016
- Organized workstation, properly storing and maintaining production parts, tools, test equipment, and documentation.
- Diligently delivered equipment, accessories, and disposables to patient rooms and standby locations, streamlining hospital operations and reducing equipment unavailability incidents.
- Prioritized cleanliness by sanitizing areas, processing equipment, and retrieving soiled hazardous equipment, assuring a reduction in hospital-acquired infections and fostering a safer environment for patients and staff
- Conducted regular equipment tracking rounds throughout patient rooms and standby locations, optimizing equipment availability and ensuring seamless hospital operations, enhancing staff efficiency and productivity.
- Interacted with patients, addressing all needs and respecting privacy, adhering to HIPAA compliance guidelines.
Education
No Degree - Business Administration
Laney College
Oakland, CA06.2003
High School Diploma -
John F. Kennedy High School
Richmond, CA06.2002
Skills
Portico Prime Embark Softheon MSO Slack Zoom ISO
Microsoft Office Suite Service-NOW Trucare Omni
BaseCamp SharePoint Workspace Okta Microsoft Excel
Zendesk NetSuite Shopify Amazon Seller's
Timeline
GRIEVANCE & APPEALS COORDINATOR II
CENTENE CORPORATION
04.2023 - 10.2023
CUSTOMER SERVICE ESCALATION SPECIALIST II
LUCIRA HEALTH
11.2021 - 01.2023
LEAD MEDICAL DEVICE TECHNICIAN
LUCIRA HEALTH
06.2018 - 11.2021
MEDICAL DEVICE ASSEMBLER
PROTEUS DIGITAL HEALTH
10.2017 - 03.2018
PRODUCTION LINE ASSEMBLER
BIO RAID
12.2016 - 04.2017
SERVICE TECHNICIAN ASSISTANT
UNIVERSAL HOSPITAL
03.2016 - 09.2016
No Degree - Business Administration
Laney College
High School Diploma -
John F. Kennedy High School
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