Monica Zarling
Eagan,MN
Summary
Results-driven professional provides customers with tailored solutions to exceed their needs. In-depth knowledge of patient care, claims processing and healthcare administration. Forward-thinking team leader skilled at improving quality and promoting engaged, empowering work cultures.
Overview
22
22
years of professional experience
7
7
years of post-secondary education
Work History
Personal Care Assistant
Consumer, MRCI
7 2018 - Current
- Documented all data in applicable computer systems and on paper files
- Participated in all patient care and quality assurance initiatives
- Efficiently used supplies to maintain cost control guidelines
- Assists with adequate nutrition and fluid intake and administers all medications as prescribed
- Helped clients maintain optimal health by overseeing medication administration and doctor's appointments
- Built strong relationships with clients to deliver emotional support and companionship.
Consumer Provider Liaison
Blue Cross & Blue Shield of Minnesota
12.2016 - 07.2018
- Researched appeals and grievances per appeal guidelines
- Collaborated with internal business partners on workgroups dedicated to processing improvements
- Demonstrated ability to make decisions following plan documents and business rules
- Established and maintained effective verbal and written communications while developing and maintaining positive working relationships across the organization
- Helped assist in developing training materials, including a Helpline guide
- Referred unresolved customer grievances to designated departments for further investigation
- Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions
- Multi-tasked multiple systems while providing service and resolving customer issues, questions, comments, or concerns
- Documented changes and actions in a computer-based tracking system.
Probate Intern
Weld County Courts
01.2015 - 05.2015
- Was sworn in by Honorable Chief Judge, James Hartmann, acting as Deputy Clerk
- Prepared various orders for Judges Hartmann and Taylor and performed name searches for creditors
- Used critical thinking to break down problems, evaluate solutions, and make decisions
- Cultivated interpersonal skills by building positive relationships with others.
Account Manager
Great-West Healthcare/Great-West Life & Annuity
04.2004 - 07.2007
- Previously held the position of Business Analyst and Customer Service Representative
- Provided over 500 Plans and Brokers with service and solutions for escalated calls
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
Dental Business Assistant
The Dental Laser Center
07.2002 - 10.2003
- Built solid rapport with external vendors ensuring timely delivery of goods/services without compromising on quality.
- Assisted in the development and execution of marketing strategies to increase brand visibility and drive sales growth.
- Safeguarded sensitive information by establishing secure document storage systems and adhering to strict confidentiality protocols.
- Reviewed invoices, payment requests, and expense reimbursements prior to approval.
- Generated reports detailing findings and recommendations.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Coordinated referrals between general dentistry practitioners and specialists when necessary for comprehensive care management.
- Maintained accurate and detailed patient records, ensuring compliance with regulatory guidelines and facilitating effective communication between team members.
- Cultivated positive relationships with patients, fostering trust and loyalty within the practice community.
- Reduced patient anxiety through clear communication of treatment plans and addressing concerns in an empathetic manner.
Education
Master of Arts - Health and Human Services Administration
Saint Mary's University of Minnesota
Minneapolis, MN 01.2020 - 05.2023
Bachelor of Science - Business Administration
Saint Mary's University of Minnesota
Minneapolis, MN 08.2016 - 05.2019
Associate of Applied Science - Paralegal Studies
Front Range Community College
Fort Collins, CO 01.2014 - 05.2015
Skills
Staff training/development
Timeline
Master of Arts - Health and Human Services Administration
Saint Mary's University of Minnesota
01.2020 - 05.2023
Consumer Provider Liaison
Blue Cross & Blue Shield of Minnesota
12.2016 - 07.2018
Bachelor of Science - Business Administration
Saint Mary's University of Minnesota
08.2016 - 05.2019
Probate Intern
Weld County Courts
01.2015 - 05.2015
Associate of Applied Science - Paralegal Studies
Front Range Community College
01.2014 - 05.2015
Account Manager
Great-West Healthcare/Great-West Life & Annuity
04.2004 - 07.2007
Dental Business Assistant
The Dental Laser Center
07.2002 - 10.2003
Personal Care Assistant
Consumer, MRCI
7 2018 - Current