Mary Lemar
Princeton
Summary
Detail-oriented healthcare professional with experience in operations and coding support. Expertise in claims resolution, insurance benefits analysis, and healthcare documentation review. Recently completed Medical Billing and Coding training, familiar with ICD-10, CPT, and HCPCS coding systems. Utilizes strong analytical skills and attention to detail to ensure accurate and compliant coding and billing processes.
Overview
1
1
year of professional experience
Work History
Subject Matter Expert & Escalation Supervisor
Concentrix
Work From Home
09.2025 - Current
- Resolved 95%+ of complex escalated cases on first review, improving issue resolution time and customer satisfaction
- Provided subject matter expertise on healthcare policies, claims, and benefits, supporting a team of agents and increasing team accuracy by 30%
- Monitored and audited calls and cases, ensuring 100% compliance with HIPAA guidelines and company standards
- Reduced repeat escalations by 25% through proactive coaching and process improvements
- Trained and mentored new hires and team members, contributing to a 20% improvement in overall team performance
- Handled high-volume case workloads, managing 50+ escalations weekly with consistent accuracy and timeliness
- Collaborated with internal departments to resolve billing and claims discrepancies, decreasing processing delays by 15%
- Identified workflow inefficiencies and recommended improvements that increased productivity by 20%
Advisor II
Concentrix
Work From Home
04.2025 - Current
- Achieved 95%+ customer satisfaction rating (CSAT) by delivering clear, empathetic, and efficient issue resolution
- Resolved 95–98% of inquiries on first contact, reducing call-backs and improving operational efficiency
- Managed 60+ weekly member interactions, providing accurate information on healthcare benefits, claims, and billing with a 98% quality assurance score
- Maintained strict 100% HIPAA compliance when handling sensitive patient and insurance information
- Assisted members with claims status, eligibility, and billing questions, reducing escalations by 20%
- Exceeded key performance metrics, achieving average handle time (AHT) targets 15% below expectations while maintaining accuracy
- Accurately documented all interactions in CRM/EHR systems with 99% data accuracy
- Partnered with internal departments to resolve complex billing and claims discrepancies, improving turnaround times by 18%
- Adapted quickly to policy updates and system changes, maintaining performance metrics above team average by 10%
Education
Diploma - Medical Billing and Coding
Alison
Mount Carmel, Loughrea, Ireland06-2026
Bachelor of Arts - Advanced Hermeneutical Theology
Jameson School of Ministry And Theology
Philadelphia, PA06-2008
Skills
- ICD-10, CPT, HCPCS Coding
- Medical Billing and Claims Processing
- Insurance Verification & Benefits Review
- Claims Resolution & Denial Handling
- Healthcare Documentation Review
- Medical Terminology & Anatomy Knowledge
- HIPAA Compliance & Confidentiality
- EHR/EMR Systems
- Data Entry & 99% Accuracy Focus
- Quality Assurance & Auditing
Accomplishments
- Doctrine of Divinity
Timeline
Subject Matter Expert & Escalation Supervisor
Concentrix
09.2025 - Current
Advisor II
Concentrix
04.2025 - Current
Diploma - Medical Billing and Coding
Alison
Bachelor of Arts - Advanced Hermeneutical Theology
Jameson School of Ministry And Theology