Mariah Walker Email and Phone Number

• Spearhead a colleague awareness campaign of internal and external forums to enhance self-service utilization.• Coordinate project plans and charters with stakeholders to effectively execute and implement strategic imperatives to exceed business priorities.• Orchestrate a project to gather, consolidate, and prioritize Voice of Customer insights from internal constituents, external providers, electronic data interchange (EDI), and portal channel feedback.• Facilitate 3 monthly webinar series to promote seamless and personalized engagement, and demonstrate portal features including real-time transactions and various tools, resulting in an increase of 335.2K portal transactions, or 14% in 2022.• Develop and maintain internal and external provider digital communications to reflect the holistic focus on the provider digital experience, encompassing brand standards and maintaining customer focus.• Collaborated in a large-scale project to deep dive into revenue cycle management companies (RCM) abrasion areas and formed a work group to tackle priority issues.• Led QuickBase and Salesforce migration projects to centralize intake process for 8 departments, resulting in a 42% decrease in misdirected inquiries.

• Resolving up to 40 provider service issues daily by using company processes and policies and providing updates to providers on claims processing and medical billing.• Learning and maintaining in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.• Trained and directed 25+ new employees in call script use, conflict resolution, and data entry practices to boost provider satisfaction ratings that led to a 77% average net promotor score.• Leveraging consistent, successful strategies to meet and exceed individual performance goals.

• Supervised a 27-client case load and managed individual treatment plans and utilized data collection to track client progress and make data-driven decisions, ensuring interventions were consistently effective and client-centered.• Provided in-clinic and in-home therapy sessions, promoting skill development, behavior management, and social communication.• Collaborated closely with families and multidisciplinary teams to conduct behavioral assessments, develop comprehensive behavior plans, assess client progress, and modify strategies as needed for optimal outcomes.• Implemented evidence-based Applied Behavior Analysis interventions tailored to the unique needs and goals of clients.• Created and managed treatment plans and updated billing to submit for authorization to insurance carriers.