MARY HOON
Dane,WI
Summary
Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Overview
25
25
years of professional experience
Work History
MANAGER, Client Services
Exact Sciences Corp
Madison, WI
05.2023 - Current
- Coached, mentored, and trained team members, enhancing their job performance.
- Conducted performance reviews for team members.
- Managed and updated employee attendance, payroll data, and vacation requests.
- Analyzed customer feedback data and developed action plans for service improvement.
- Demonstrated effective leadership in navigating organizational change and crisis situations.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Implemented process improvements that increased operational efficiency.
- Generated monthly operational performance metric reports for senior management.
- Evaluated team member skill sets and delegated tasks for maximum efficiency.
- Established processes for efficient workflow across the organization.
- Upheld quality service by enforcing customer service standards and resolving customer problems.
- Conducted team meetings and individual coaching sessions to enhance performance.
- Coordinated cross-departmental projects for timely and successful completion.
- Established and monitored KPIs to assess performance and pinpoint areas for enhancement.
- Maintained composure and professionalism in high-pressure scenarios while successfully deescalating tense interactions.
- Resolved customer inquiries and complaints through management-level escalation.
SUPERVISOR, PROVIDER SUPPORT
EXACT SCIENCES CORP.
01.2021 - 05.2023
- Supervised a team, ensuring efficient completion of job duties/responsibilities.
- Developed team members' customer service and professional skills, enhancing their value-add to the organization.
- Maintained TAT and metrics for team efficiently
- Enhanced reporting and visibility of team's overall performance
- Regularly attended and actively contributed to leadership meetings.
- Provides support for onboarding of newly hired personnel as necessary
- Oversaw team performance by identifying process improvements and creating documented procedures to support company growth.
EHR APPLICATION ANALYST
EXACT SCIENCES CORP.
11.2019 - 01.2021
- Collaborated in business systems design and configuration, enhancing the Prelude platform
- Supported daily operations and conducted system maintenance procedures, including performance and reliability testing.
- Evaluated and recommended solutions to complex problems and requests by collaborating with business leadership and team members
- Identified gaps between business requirements and application capabilities, recommending action steps.
OPERATIONS TECHNICAL SPECIALIST - SENIOR
SSM HEALTH
05.2015 - 11.2019
- Provided industry expertise in implementing, optimizing, maintaining, and monitoring clinic operational processes.
- Mentored new hires, resulting in enhanced staff development and heightened productivity.
- Instructed new frontline staff on operational procedures and policies in a classroom setting.
- Collaborated with frontline staff, clinic managers, and physicians to uphold exceptional standards for workflows, schedules, and patient satisfaction.
- Conducted meetings with healthcare providers to discuss schedules and offer guidance for optimized patient management
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
QUALITY ASSURANCE SPECIALIST
SSM HEALTH
07.2014 - 05.2015
- Accomplished business coordination, monitoring, and reporting of quality assurance studies
- Monitored and evaluated staff's handling of customer contacts while providing reports and summaries to management
- Implemented auditing system for new employees and individuals receiving additional coaching or training
- Maintained current and accurate records of relevant communications, audits, corrective action plans, and effective monitoring.
REGISTRATION/SCHEDULING REP., PATIENT ACCOUNTS REP
SSM HEALTH
03.2003 - 07.2014
OFFICE MANAGER
HELLENBRAND WATER CENTER
10.1999 - 12.2001
- Regularly communicated corporate objectives to all divisions through correspondence and scheduled updates
- Hired, managed, and trained staff while establishing and monitoring goals. Conducted performance reviews and administered salaries for employees.
- Managed inbound inquiries from both business clients and customers for information
- Handled all billing, collection, and reporting responsibilities for the office
- Completed End of Month computer modules, prepared journal entries for financial statements, and balanced the checking account monthly
- Continuously improved and streamlined office efficiency.
Education
Madison College
Madison, WIHigh School Diploma -
Waunakee High School
Waunakee, WISkills
- Complex problem-solving
- Project organization
- Training and Development
- Application Analysis
- Leadership
- Performance Management
- Strategic Planning
- Staff Development
- Product Management
Timeline
MANAGER, Client Services
Exact Sciences Corp
05.2023 - Current
SUPERVISOR, PROVIDER SUPPORT
EXACT SCIENCES CORP.
01.2021 - 05.2023
EHR APPLICATION ANALYST
EXACT SCIENCES CORP.
11.2019 - 01.2021
OPERATIONS TECHNICAL SPECIALIST - SENIOR
SSM HEALTH
05.2015 - 11.2019
QUALITY ASSURANCE SPECIALIST
SSM HEALTH
07.2014 - 05.2015
REGISTRATION/SCHEDULING REP., PATIENT ACCOUNTS REP
SSM HEALTH
03.2003 - 07.2014
OFFICE MANAGER
HELLENBRAND WATER CENTER
10.1999 - 12.2001
Madison College
High School Diploma -
Waunakee High School
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