Mary D. Klabo, Mba, Capm Email & Phone Number

North Dakota, United States

Fargo, North Dakota Area

● Managed six PR specialists to resolve provider problems and inquiries● Wrote educational materials for providers ● Worked interdepartmentally to develop new processes for more efficient provider communication.

Fargo, North Dakota Area

Educated and resolved complex issues for six regional VA Medical Centers. ● Managed customer relationships with six VA hospitals in the Midwest● Resolved up to 25 problems per day from VA centers and implement solutions● Designated liaison to Senators Heitkamp and Hoeven to resolve problems ● Awarded (top tier) bonus for exemplary work● Resolved multiple service issues daily using multiple databases● Educated healthcare providers on program policies, resulting in successful claims payment ● Developed tracking templates which enabled better issue resolution with VA ● Frequently recognized for quick response and issue follow-through.● Contributes to team success by mentoring new colleagues and sharing new techniques

Fargo, Nd

Built profitable provider network and educated providers to successfully administer the Veteran’s care program in four states. ● Built provider network 51%: from 1,835 to 2,750 providers in 3 years ● Earned Humana Veterans Star Award for outstanding development ● Contracted 35 optometric offices over goal of 15, resulting in significant financial gains● Improved openly hostile relationships with VA staff and built their trust by continuous attention to and resolution of the problems ● Excelled in cold-calling contracting, with closing rate of 75%● Created marketing / educational materials subsequently adopted by colleagues nationally. ● Targeted and contracted with profitable specialties, offsetting losses in southern region

Northern Region (Nd, Sd, Mn, Mt, Wy, Ne)

Investigated ways to build customer loyalty and improve their blood banking skills via frequent on-site meetings and increased educational opportunities.● Took initiative to create training manual for customer relationship management software SalesLogix● Taught customer relationship management system to 50+ staff at five national blood centers● Increased hospital satisfaction ratings each year by fulfilling hospital requests for CEUs, increased teleconferences, DVD-based electronic educational materials and on-site meetings● Accomplishments and input led to creation of regional positions to serve all regions● Saved company over $50,000 per year, ~$400 per product by implementing new process ● Identified problem with blood shipments and led company-wide project to update out-dated packing instructions for all 550 nation-wide hospitals ● Surpassed hospital visit expectations by visiting all 60 affiliated hospitals in 5 months ● Reduced mailing costs by moving to electronic communications

Fargo, Nd

Directed the marketing, training and implementation of a BCBSND written software program into provider offices which enabled them to verify patient insurance data. Performed quality assurance testing and partnered with IT to verify data accuracy and reliability. ● Wrote and executed marketing plan● Wrote training manual, marketing materials and ● Facilitated software installations in the 7 largest healthcare facilities within 2 years of launch ● Trained over 100 provider staff throughout North Dakota● Presented the software at the Governor's Conference on Technology ● Trained provider offices on Medicare claim submission instructions in ND, SD and WY

Master Of Business Administration - Mba

Ba, Speech Communication, 3.39 Gpa

Activities and Societies: Emphases in Psychology and Public Relations. Participated in National Student Exchange program.