Mary Richard
Walkersville ,MD
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, as well as demonstrating strong analytical, communication, and teamwork skills with a swift capacity to learn and apply new skills. Eager to contribute to team success and contribute to organizational growth. Committed to continuous learning and growth.
Overview
39
39
years of professional experience
Work History
Office Manager
Garmer Services, Inc.
03.2006 - Current
- Provided exceptional customer service when addressing client service requests via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Managed scheduling of service calls with technician and client
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Managed Payroll and Associated Taxes
Office Co-Manager & Customer Service Manager
Gettysburg Health Administrators
03.1999 - 03.2006
- Reviewed and Resolved complex health, dental and STD claim appeals promptly and effectively, maintaining high levels of customer satisfaction while protecting business interests.
- Ensured compliance with company policies, procedures and deadlines by monitoring operations on a daily basis.
- Partnered with other Co-Manager to share best practices, learn from collective experiences, and improve overall service to our clients.
- Ensured top talent was hired and retained
- Provided ongoing training and development for staff
- Ensured work loads were properly balanced
- Acted as a key liaison between self-funded clients and our TPA, facilitating open communication and addressing concerns in a timely manner
- Evaluated employee performance through regular appraisals, providing constructive feedback and identifying opportunities for professional development.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
Large Claim Reviewer
Concentra
03.1996 - 02.1999
- Maintained strong attention to detail while reviewing numerous documents daily, ensuring consistent quality and accuracy.
- Maintained strict confidentiality with sensitive client information, adhering to industry standards and company policies.
- Reduced turnaround time for reviews by effectively prioritizing tasks and managing deadlines.
- Sustained high levels of productivity under tight deadlines by efficiently using available resources.
Senior Customer Service Representative
Great West Life Assurance Co
05.1993 - 11.1996
- reviewed and adjudicated dental and short term disability claims
- Met customer call guidelines for service levels, handle time and productivity.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion of paperwork and maintaining high ranking in call volume an resolution
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Investigated and resolved customer inquiries and claim issues promptly
Third Party Liability Specialist/Senior Claims Examiner
Lincoln National Life Insurance Co
09.1987 - 04.1993
- 1989-1993 Third Party Liability Specialist
- Identified, Investigated and Documented TPL claims and determined if it was cost effective to pursue recovery from the third party
- Collaborated with legal counsel on complex claims, ensuring compliance with regulatory guidelines.
- Prepared reports for management.
- Handled and directed the investigation to determine the nature of the accident, negotiated a settlement with responsible party's insurance company.
- Followed all company policies and procedures to deliver quality work.
- Recovered over 1 Million dollars on behalf of Lincoln National Life.
- 1987-1989 Claims Examiner
- adjudicated health, dental, vision and short term disability claims while receiving phone calls for all companies and their employees whose policies my team handled.
- Consistently met and exceeded accuracy and production standards
- Examined claims forms and other records to determine insurance coverage.
- Delivered superior customer service by resolving and responding to inquiries and claim errors quickly.
Waitress
Mountaingate Family Restaurant
11.1985 - 09.1987
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
Education
Associate of Science - Business Management
Frederick Community College
Frederick, MD05-1987
High School Diploma -
Catoctin High School
Thurmont MD06-1985
Skills
- Excellent verbal and written communication
- Staff management and development
- Customer service
- Organizational skills
- Relationship building
- Time management
- Critical thinking
- Operations management
Timeline
Office Manager
Garmer Services, Inc.
03.2006 - Current
Office Co-Manager & Customer Service Manager
Gettysburg Health Administrators
03.1999 - 03.2006
Large Claim Reviewer
Concentra
03.1996 - 02.1999
Senior Customer Service Representative
Great West Life Assurance Co
05.1993 - 11.1996
Third Party Liability Specialist/Senior Claims Examiner
Lincoln National Life Insurance Co
09.1987 - 04.1993
Waitress
Mountaingate Family Restaurant
11.1985 - 09.1987
Associate of Science - Business Management
Frederick Community College
High School Diploma -
Catoctin High School
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