MARY KIRNON
Somerville,MA
Summary
Dedicated professional with a passion for helping others 18 years experience providing quality customer serve in a busy, Inbound call center environment, working with diverse populations in the health care arena. Background includes experience in administrative operations and the retail industry.
Overview
21
21
years of professional experience
Work History
Provider/Member Services Representative/Quality Assurance Analyst
MAXIMUS, INC/MassHealth
Boston, Massachusetts
01.2013 - 03.2024
- As front-line contact, responded to requests from providers and prospective providers regarding enrollment, credentialing and certification for the state Medicaid program
- Fulfilled application requests and provided post-submission support
- Answered questions regarding claims processing, billing, payment methodology/regulation, general provider file maintenance, and eligibility requirements
- Handled member inquiries and provided member education on eligibility standards, covered services, managed care, premium billing, transportation, prior authorization, and pharmacy policy
- Maintained confidentiality and security of personally identifiable information and protected health information by strictly adhering to HIPAA regulations at all times
- Utilized in-house computer software programs and databases to verify eligibility, update general information, record necessary information, and instigate actions as required
- Retrieved and disseminated company policies, procedures, and guidelines in response to provider / member inquiries.
- As a Quality Assurance Analyst monitored recorded customer service representative calls.
- made sure good customer services was provided.
- coached customer service representative on how to provided great customer service skills
- Educated on resources to provided knowledge to the callers/members
- Assisted in meetings with the customer service representative supervisor to go over goals.
- participated in interviews for Quality Assurance position.
Professional Fund Raiser
INTEGRAL RESOURCES, INC.
Cambridge, Massachusetts
03.2003 - 02.2013
- Solicited donations from supporters via high-quality, professional telephone campaigns to raise money and build support for charities, progressive non-profit and political organizations and causes.
Reservation Manager
U-HAUL
Somerville, Massachusetts
11.2011 - 01.2013
- Scheduled and confirmed customer reservations at U-Haul centers and dealers
- Utilized proprietary computerized programs to implement and execute daily reservation management checklist
- Controlled rental equipment inventories within the assigned geographic area to balance customer requirements with rental equipment supply
- Updated, reviewed, and audited reports to indicate satisfactory equipment inventory levels
- Monitored competitor rates to ensure customers received the best value for their needs.
Reservation Agent
Starwood New England Regional Reservation
Fall River, MA
12.2007 - 06.2009
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
Education
GED -
Roxbury Community College
Boston, MA05.2004
Medical Assisting
Bryman's Institute
Brighton, MA05.2004
Skills
- Excellent communication, organization, and multi-tasking skills
- Proficiency in Windows XP, Microsoft Office Suite (Word, Excel, PowerPoint), and the Internet
- Solid organizational skills; meticulous and detailed-oriented
- Strong interpersonal skills; comfortable working independently or as part of a team
Educationcertification
- Medical Assistant, Bryman's Institute, Brighton, MA, 05/2004
- Cardio Pulmonary Resuscitation (CPR), American Heart Association, Boston, MA, 05/2004
- General Educational Development Certificate, Roxbury Community College, Roxbury, MA, 05/2004
Qualifications Summary
Dedicated professional with a passion for helping others brings more than 2 years experience providing quality customer service in a busy, inbound call center environment, working with diverse populations in the health care arena. Background includes experience in administrative operations and the retail industry.
Timeline
Provider/Member Services Representative/Quality Assurance Analyst
MAXIMUS, INC/MassHealth
01.2013 - 03.2024
Reservation Manager
U-HAUL
11.2011 - 01.2013
Reservation Agent
Starwood New England Regional Reservation
12.2007 - 06.2009
Professional Fund Raiser
INTEGRAL RESOURCES, INC.
03.2003 - 02.2013
GED -
Roxbury Community College
Medical Assisting
Bryman's Institute