MaryGreat Hess
Sacramento,California
Summary
Experienced customer service professional with a proven track record in healthcare administration and client support roles. Skilled in patient services, coordinating medical appointments, and resolving inquiries with a focus on efficiency and patient satisfaction. Strong background in benefits administration and CRM software utilization, adept at coaching teams to improve performance and achieve organizational goals. Holds a Bachelor of Science in Business Administration and a Master of Business Administration in Management..
Overview
14
14
years of professional experience
1
1
Certification
Work History
Patient Services
Wellspace Health
03.2022 - Current
- Proactively schedule medical appointments: Ensure seamless coordination with patients.
- Handle phone calls and emails: Provide detailed information on services and policies.
- Manage patient registration: Verify insurance coverage and ensure accurate information collection.
- Resolve patient complaints: Address concerns promptly and satisfactorily.
- Maintain patient records: Uphold privacy standards and ensure regulatory compliance.
- Connect patients with community resources: Provide valuable information and assistance.
- Stay updated on healthcare regulations: Participate in regular training sessions.
- Document and report issues: Use the designated online system for efficient issue tracking.
- Coordinate referrals: Assist with specialist referrals and inter-departmental patient care.
- Provide referral instructions: Ensure patients have necessary information for referrals.
- Follow up with patients: Ensure issues are resolved satisfactorily.
- Ensure confidentiality: Maintain and update patient records in electronic health record (EHR) systems, complying with HIPAA regulations.
- Handle communication: Manage phone calls, emails, and other forms of communication efficiently.
Client Specialist
Apidel Technologies (Bswift)
08.2021 - 02.2022
- Processed and created benefits plans using Bswift software, ensuring accuracy and efficiency in plan administration
- Prepared comprehensive communication documents for employee and employer enrollment, demographic changes, and plan adjustments, facilitating smooth transitions and compliance
- Managed life event processes, providing informed guidance and adjustments to Flexible Spending Account (FSA) and Health Savings Account (HSA) contributions
- Provided timely information and support to employees, retirees, and inactive employees, ensuring clarity on benefits processes and general inquiries
- Assisted employees with software issues and navigated benefits portal, enhancing user experience and resolving technical challenges
- Managed escalated calls by creating tickets and providing further assistance for unresolved issues, including payroll deductions, coverage, and leave inquiries
- Successfully navigated sales force for employer and employee escalated issues, ensuring effective resolution and customer satisfaction.
Customer Service Representative
Maximus
02.2019 - 11.2019
- Managed inbound calls from a diverse range of consumers, including the general public, prospective enrollees, and individuals assisting enrollees, adhering to established performance standards, policies, and procedures
- Tracked and documented all inquiries using the applicable systems, ensuring thorough record-keeping and compliance with guidelines
- Provided comprehensive information to consumers and providers regarding various Medicaid processes, including the Medicaid Newborn process, Good Cause, and Presumptive Eligibility for children
- Completed associated tasks according to established guidelines, meeting Quality Assurance (QA) and other key performance metrics
- Facilitated the fulfillment of caller requests for materials via mail, email, or download, ensuring prompt and accurate delivery of requested information
- Transferred and referred consumers to appropriate entities as per established guidelines, escalating calls or issues for resolution as needed
- Facilitated translation services for non-English speaking callers, enhancing accessibility and ensuring effective communication
- Actively participated in meetings and training sessions, maintaining up-to-date knowledge of all programs and systems.
Senior Loan Processor (Loss Mitigation and Bankruptcy Specialist)
Nation Star Mortgage
03.2014 - 04.2018
- Negotiated with homeowners to help them avoid foreclosure, considering their financial situation
- Assisted homeowners with active and discharge bankruptcy, acquiring and processing necessary information and liaising with their attorney and trustee
- Managed document processing, evaluation, and forwarding to different departments, ensuring accuracy and adherence to procedures
- Conducted follow-ups to maintain process accuracy and prevent foreclosure.
Supervisor/ Coach (Sales Professional Agent)
DELL Computers
06.2010 - 03.2013
- Exceeded and consistently maintained monthly sales goals, contributing to overall team success and attainment
- Provided ongoing monitoring and coaching to sales agents, guiding them on strategies to achieve their goals and maximize performance
- Supported agents in resolving critical customer issues, ensuring high levels of customer satisfaction and retention.
Education
Bachelor of Science in Business Administration - Management
New Era University
Master of Business Administration - Management
American Intercontinental University
01.2023
Skills
- EHR
- NextGen
- Salesforce
- CRM Software
- Financial Dos System
- MS Office Suite (PowerPoint, Excel, Word)
Accomplishments
Coached representatives on Performance Improvement Plans (PIP), resulting in significant improvements in their performance and productivity.
Certification
CPR
EAD
Timeline
Patient Services
Wellspace Health
03.2022 - Current
Client Specialist
Apidel Technologies (Bswift)
08.2021 - 02.2022
Customer Service Representative
Maximus
02.2019 - 11.2019
Senior Loan Processor (Loss Mitigation and Bankruptcy Specialist)
Nation Star Mortgage
03.2014 - 04.2018
Supervisor/ Coach (Sales Professional Agent)
DELL Computers
06.2010 - 03.2013
Bachelor of Science in Business Administration - Management
New Era University
Master of Business Administration - Management
American Intercontinental University