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
Self-Motivated
Relationship building
Medication Management
Care plan implementation
Compassionate patient care
Customer Account Management
Reliable Customer Service
Creative solutions
Policy Development
Administrative Support
Data Entry
Payroll Processing
Meeting planning
Critical Thinking
Decision-Making
HIPAA Guidelines
Medicare Compliance
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