Mary Keenan

Experienced Benefits Representative III with 10+ years of expertise in healthcare benefits verification, prior authorization management, and patient support. I serve as the primary point of contact for more than 40 physician offices, specializing in IVIG therapy benefit coordination and ensuring patients receive timely access to essential medications and treatments.
Throughout my career, I have worked closely with patients, providers, and insurance carriers to verify coverage, obtain prior authorizations, coordinate medication orders, and resolve complex insurance and treatment-related issues. I am passionate about advocating for patients and simplifying challenging healthcare processes through effective communication, problem-solving, and relationship management.
My success is built on delivering exceptional service, maintaining strong provider partnerships, and ensuring a positive patient experience. I take pride in helping patients navigate their healthcare benefits while supporting physician offices with accurate information and efficient solutions. Train other representatives, schedule orders, work escalation.

• Supported customer questions about prescription status, coverage, and pharmacy benefits with clear, accurate communication.
• Checked insurance eligibility and processed claim details to help support timely medication access.
• Worked with pharmacists and providers to resolve refill issues, prior authorizations, and service delays.
• Recorded customer interactions and case updates in service systems to keep records accurate.
• Explained copayments, formularies, and medication coverage requirements using plan guidelines.
• Trained new hires during welcome season.