Maya Rowland Email & Phone Number

Durham, North Carolina, United States

· Facilitates and plans the coordination of care with active and ongoing communication with staff.· Builds cross-functional relationships with community organizations, social service agencies, and other care providers to promote cohesive care.· Participates in meetings and contributes observations and meaningful feedback to improve quality of care.· Assists in delivering quality client services with care and compassion following Standards of Excellence, confidentiality laws, and good business practices.· Serves as a departmental resource, responsible for providing service and support to clinical staff and subordinate aides in all aspects of standard operating procedures and best practice guidelines.· Provides world-class service and customer education at every interaction, consistently exceeding service and quality metrics.· Acts as a leader and good role model to peers and subordinates by modeling a by-the-book approach while fostering a compliance-based, compassionate, caring environment.

Durham, North Carolina, United States

· Responsible for managing the day-to-day operations of the team, including providing support to patients, vendors, and clinical staff.· Built cross-functional relationships with clinical staff, vendors, and other workgroups to foster cohesive communication, patient care, and financial analysis.· Served as a liaison between the business and providers, and the main point of contact for billing-related inquiries and support.· Audited patient files and accounts, identified missing or incomplete insurance, demographical, and health data on past due accounts, then flagged account for data or payment collection at check-in.· Served as a subject matter expert, source of guidance, and direction to the team and department, in areas of policy, performance, best practices, and more.· Partnered with training and development to provide on-the-job training and best practice guides for new hires and associates in need of refresher training.

Raleigh, North Carolina, United States

· Served as the departmental resource for complex business operations issues, including service, financial and administrative.· Managed all aspects of customer service, including researching and investigating service and billing complaints and taking ownership until a resolution is achieved.· Performed outreach in a metrics-driven environment with strict internal and external timelines to obtain medical documentation needed to process customer requests.· Used internal product knowledge and knowledge of policies to recommend products, services, and solutions to customers.· Determined appropriate payment plans and fees and assisted in establishing payment arrangements.

Durham, North Carolina, United States

· Provided supervision, oversight, and accountability for the day-to-day operations, including providing support to customers, subordinates, vendors, and internal partners.· Successfully led, managed, and developed a team of subordinates through goal setting, mentoring, coaching, and assignment of effective training and development opportunities.· Engaged team using innovative approaches such as contests and competitions to meet performance, quality, and metrics goals.· Partnered with executive leadership to identify, develop, and define quality and control standards.· Regularly audited processes developed and implemented process improvements to streamline work tasks. · Interpreted historical data to forecast workloads, then planned and delegated tasks accordingly.· Monitored and audited subordinate’s performance, quality, and regulatory compliance and identified opportunities for improvement.