Mary Bartakovits Email & Phone Number

Directed the claims department of 150 employees, including managers, supervisors, claim processors and support staff of auditors and trainers, to process 3 million claims annually, meeting and exceeding Blue Cross Blue Shield Association quality and timeliness requirements.Oversaw the transition of Blue Cross of Northeastern PA group and individual business to Highmark Blue Cross Blue Shield products via participation on the claims project team. Ensured staff was allocated and trained… Show more Directed the claims department of 150 employees, including managers, supervisors, claim processors and support staff of auditors and trainers, to process 3 million claims annually, meeting and exceeding Blue Cross Blue Shield Association quality and timeliness requirements.Oversaw the transition of Blue Cross of Northeastern PA group and individual business to Highmark Blue Cross Blue Shield products via participation on the claims project team. Ensured staff was allocated and trained on Highmark products proportionate to work that was moving, over a staged period. Ensured performance remained at optimal levels on non-transitioned business. Maintained an environment of inclusion and encouragement during a time of great uncertainty. Experienced less than 3% turnover as a result of merger activities. Enjoyed seeing staff accepting project work and/or other positions, as early as a few weeks into the merger. I believe in and promote full employee engagement, each one teach one, and placing the right people in the right jobs. Show less

Greater Philadelphia Area

Transitioned two process improvement teams to the role of Curriculum Quality Analysts, supporting significant growth (in size and scope) of the Claims Knowledge Management Department. The analysts assumed responsibility for testing online learning modules, auditing for content quality and editing for style and grammar. Analysts learned and used Microsoft SharePoint software for versioning; supervisor and manager used it for work measurement and management.

Greater Philadelphia Area

Staffed and managed two process improvement (CQI) teams within the Knowledge Management department. Contracted with outside learning vendor to develop targeted training to ready CQI staff for deployment into claim units and to create tools with which to do detailed, documented and quantifiable chair side audits. Oversaw these units for a period of four years with overall improvement in claim quality results.

Allentown, Pennsylvania Area

After spending very little time in claims and customer service I was promoted to personnel coordinator, then manager of human resources. My staff and I conducted all recruiting, interviewing, testing, orientation, benefits enrollment and on boarding to grow the Allentown Service Center of 350 employees to 1300 over 14 years. I was also responsible for ensuring consistent administration of all company policies including performance management and corrective action activity. I did this by… Show more After spending very little time in claims and customer service I was promoted to personnel coordinator, then manager of human resources. My staff and I conducted all recruiting, interviewing, testing, orientation, benefits enrollment and on boarding to grow the Allentown Service Center of 350 employees to 1300 over 14 years. I was also responsible for ensuring consistent administration of all company policies including performance management and corrective action activity. I did this by coaching supervisors as it became necessary, but also through policy workshops with the management team on a regular basis. I then took a lateral position and became immersed in the business side as a division manager of 4 claims and 4 customer service units servicing national accounts. My department exceeded performance goals on a regular basis and enjoyed an experienced staff as the result of low turnover and strong staff to job matches. Most processing was done on Aetna's AECCLAIMS system and call center activity was managed through Lucent CentreView. After five years in claims and call center management, I accepted the position of Manager, Business Information, reporting in to Corporate. In this position I oversaw business technical communications for claims and customer service staff, on several systems, countrywide, managing staff in Pittsburgh, Tampa, Syracuse and Allentown. Show less