Sara W. Noyes

Program Coordinator

Skillful and dynamic professional with extensive experience coordinating and implementing regulatory compliance programs and serving as a resourceful liaison of programs for internal and external customers. Innovative and creative with proven ability to collaborate with lateral workgroups and management level staff to develop and implement process improvements.

·               Program Coordinator: Effective coordinator of regulatory compliance programs with proven experience bringing business units and management level staff together to implement business goals and evaluate process improvements for long-term change.

·               Staff Training: Proven presenter of individual and group setting training for call center and new hire staff with the ability to conceptualize knowledge topics into real-life work scenarios for easier retention of information and enhanced customer service.  

·               Effective Communication: Articulate communicator with proven strengths in internal and external customer relationship development, active listening, and facilitation of information and ideas across dynamic groups in medical fields and human resources functions. Outstanding capacity to assess client needs and ensure top levels of satisfaction.

·               Additional Strengths: Technologically savvy; proficient in Microsoft Word, Excel, PowerPoint, Outlook, Access, and Lotus Notes, PeopleSoft and CCMS database platforms.

Medica – Minnetonka, MN

Transportation Coordinator, 5/2015 to Present

Related Skills: Policy Review/Evaluation, Customer Service, Government Health/Regulatory Programs

Exercise mid-level implementation of non-emergency and emergency medical transportation services for more than 300k members of more than five medical health plan providers. Earned promotion from Health Plan Specialist (one year and seven months) to Transportation Coordinator.

Key Contributions:

·     Review and authorize a variety of policy waivers and exceptions to transportation guidance established between healthcare group and Department of Human Services (DHS), aiding in preserving policy initiatives while enhancing member loyalty.

·     Coordinate and execute a variety of transportation that includes public and private external vendors, leading to increased corporation between ‘Provide-A-Ride’ program and vendors as well as enhancing reliability of transportation for members.

·     Collaborate across call center and senior management business units to present and share transportation spending trends information, facilitating in short- and long-term operational planning.

·     Work directly with care coordinators and nurses in the field to assist in requesting special transportation needs on behalf of members, resulting in a decreased number of rejected requests. 

Health Plan Specialist, 10/2013 to 5/2015

Related Skills: High-touch Customer Service, Government Health Plan Program Knowledge, Cross-Cultural Communication

Supported more than 25k active, terminated, and prospective health plan members with resolving service issues, questions regarding various plan benefits, and other account related issues. Transitioned from Doherty Top Talent temporary staff to full time, permanent Medica staff due to exceptional work ethic.

Key Contributions:

·     Earned reputation for quality and consistency as well as willingness to address concerns of customers in call center environment to ensure satisfaction.

·     Resolved all member issues involving insurance claims and plan questions through enhanced job knowledge and follow up which resulted in achievement of meeting 10-day resolution goals consistently.

·     Manipulated and utilized electronic resources to research member questions and develop sound solutions that met individual requirements for a variety of health plan and insurance questions.

·     Received and retrieved member documentation from email and fax to prepare and store in internal electronic database systems for easy retrieval for future use and proper documentation in compliance with regulatory guidelines.

Aon Hewitt – Brooklyn Park, MN

Short Term Disability/Leave of Absence Case Manager, 5/2009 to 1/2013

Related Skills: Human Resources Benefits Application, Regulatory Guidance, Customer Service, Training

Implemented federal, state, and company regulatory guidelines regarding Family Medical Leave Act (FMLA), Short Term Disability (STD), and Leave of Absence (LOA) claims. Managed LOA claims for more than 400 employee claimants of the Target Corporation and applied knowledge of ADA, FMLA, OSHA, state worker’s compensation rules, and STD pay.

Key Contribution:

·     Worked closely with claimants to communicate claim statuses and receive up-to-date documentation of LOA claims, resulting in an 85% claim closure rate.

·     Participated in providing policies, procedures, and documentation training to new Case Managers, which aided in decreasing training time for new hires.

·     Tracked and monitored personal leave of more than 400 employees which aided human resources staff and managers in short- and long-term staffing plans for peak operating times of the year.

 

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Earned reputation of providing excellence in customer service through additional experiences at Target Corporation as a Team Member Service Representative from 1/2008 to 5/2009 and as a Senior Guest Relationship Representative, 1/2007 to 1/2008

 

Anoka Ramsey Community College, Coon Rapids, MN, 2014

Physical Therapy Aide Certification

 

University of Wisconsin, Superior, WI

Bachelor of Science in Communications, Minor in Psychology