Maryann Ritchotte

• Training and coaching workflow optimization and performance improvement.
  • Account management for medical providers and facilities
• Procuring Electronic Remits, payment posting, working denials, rejected claims and errors, and deductibles.
• Billing research and validation issues.
• Proficient in Microsoft Office, as well as several essential billing operating systems.
• Supervised administrative staff to maintain high levels of productivity and morale.
• Improved provider / client satisfaction, managing office communications with professionalism.
• Organized company events to promote team building and employee engagement.

Assist agents and agencies in the field obtain their licensing appointments, and state certifications.

Facilitating DOI State appointment fees.

• Responded via telephone and email to questions regarding licensing, commissions, website logins and website navigation.

Document cases and escalated issues.

• Conducted research to answer questions and handle issues using multiple systems and resources. See Skills list.
• Handled broker inquiries and high volume calls to solve billing, commissions and licensing issues, independently resolving 90% of issues

• Trained, monitored and evaluated instructors on their teaching abilities and success in improving employee knowledge
• Participated in seminars and additional training to expand knowledge and skills
• Developed customized reports, summarizing and presenting data in visually appealing format.
• Optimized core processes to improve business performance and operational agility.
• Upheld strict security standards to protect sensitive customer information.
• Identified and resolved problems through root cause analysis and research.
• Validated results and performed quality assurance to assess accuracy of data
• Conducted workplace compliance training to reduce liability risks and operate effectively

• Used business development frameworks and strategic growth strategies to develop short-and long-term customer service plans
• Coordinated and oversaw new customer service team member training sessions
• Facilitated virtual, in-person and blended learning sessions.
• Studied customer interactions and collected feedback to identify potential service improvements
• Handled staff operations and monitored inbound and outbound calling
• Developed and implemented company policies and regulations
• Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
• Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
• Developed lesson plans, instructional materials and written practice tests for New Hire and Refresher training courses.
• Used LMS, Excel, Power Point, Zoom, Teams and many platforms to design training for all employees and increase company retention and productivity.
• Trained new personnel regarding company operations, policies and services
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
• Exhibited high energy and professionalism when dealing with clients and staff