Meredith Gagnon Email & Phone Number

United States

Boston, Massachusetts, United States

• Transitioned with Dr David Finn into CISS working in close collaboration with the development office to actively support existing client base, while cultivating new provider / patient relationships, to consistently increase YOY revenue generation; including VIP clients looking for streamlined and fast-tracked supports. • Lead the coordination and provision of top-quality health care services according to individuals needs while ensuring patients, their family members, and relevant referring entities are provided with outstanding experiences MGH. • Develop and maintain strong relationships with patients, families, practice leadership, specialists, healthcare providers and other internal / external stakeholders to help expediate coordinated care to patients modeling service excellence. • Oversee the swift and effective coordination of key administrative processes including identifying insurance, confirming benefits, scheduling patients, handling the itineraries for referrals and completion / submission of detailed reporting. • Constantly evaluate internal operational and external referral processes to isolate inefficiency and implement streamlined that optimize timelines and resources. • Skillfully evaluate patient needs on a case by case basis to build plans, coordinate services, make appropriate referrals, and execute high-complexity requests as needed. • Consistently acquire, maintain and leverage comprehensive knowledge of clinical / administrative services provided by the MGH / Partners to better serve patients in care and facilitate smooth operations within the referral department. • Actively partner with other departments within CISS by effectively providing cross-coverage collaboration in order to provide the best possible service for patients and top-quality supports for personnel to achieve excellence in their area of responsibility.

Boston, Massachusetts, United States

• Provided a wide range of operational and administrative secretarial duties to meet the needs of the Medical Director of Concierge Medicine / Executive Services within MGH, including but not limited to scheduling administrative meetings, calendar management, coordinating activities with other departments and hospital leadership, etc. • Helped to successfully coordinate and complete a diverse spectrum department projects and initiatives, from initial concept and planning, to strategic planning, execution and completion, including the following: o Oversaw the full practice transition into new practice including the reassignment of 1,800 patients into new practice or preferred alternative, including enrollment with contractors and payment authorizations, over a six-month period.o Collaborated with MGH leadership to redesign Primary Care, working within a ear-long initiative to restructure provider schedule templates to maximize visit capacity within current safety guidelines, while meeting targets for volume and financial recovery.• Maintained rotating schedules for two staff physicians and nurse practitioners, coordinating appointments within both internal clinic operations and other external MGH practices.• Successfully networked and collaborated across cross functional teams to synchronize schedules and ensure best possible allocation of resources and availability. • Provided frontline reception and public relations with a focus on triaging incoming phone calls, messages and inquires to ensure prompt response and priority coordination according to urgency. • Organized, prepared and coordinated a wide range of paperwork, reporting, case notes and other resources related to patient care and open caseloads; ensuring timely access and submission within MGH best practices and according to strict confidentiality requirements.

Andover, Massachusetts, United States

• Assigned the primary responsible of reviewing and processing new insurance applications and renewals for a rotating caseload of over 750 clients using various internal / company specific database and CRM systems. • Provided ongoing sales and support by effectively interacted with clients, answering questions and providing detailed product comparisons in order to propose and close deals automobile and homeowner coverage packages. • Promoted and complied with all company / industry dictated document custody procedures while compiling data, storing information and processing documents. • Successfully maintained an exceptional accuracy and efficiency rate while working within fast-paced, deadline driven environment completing large-volumes of data entry and reporting. • Skillfully presented and explained complex ideas and technical concepts to all levels of clients, staff and management to ensure understanding and increase engagement.• Performed in-depth reviews and evaluations of in-house processes and operational best practices to isolate issues and recommended strategies to resolve problems, prevent further concerns and improve efficiency.

Greater Boston Area

• Provided primary interface and liaison between patients and providers within a busy medical office, coordinating the schedule and services of two staff physicians and five residents. • Performed diverse range of reception, public relations and administrative duties including the coordination of direct patient admissions, securing prior authorizations and inter-departmental communication to streamline and simplify collaborative services. • Lead the development and management of paperwork to expedite reimbursements to physicians by ensuring the highest level of quality control and review of billing information accuracy and completeness for insurance purposes and protocols. • Scheduled and completed phone interviews with patients and family members to obtain pre-registration information and confirm appointments.• Worked with healthcare professionals and insurance representatives to review errors, identify concerns and resolve issues related to administration, billing and submissions as they arose. • Selected out of 36 coordinators to serve on IMA Innovation Team for practice redesign and process improvement for team-based care. • Drove proactive patient outreach activities to schedule appointments and follow-up on care and health maintenance.

Quincy, Massachusetts

• Served as first point of communication to answer customer calls and provide solutions about policies and benefits for multiple health plans for Blue Cross Blue Shield clients throughout the state of Massachusetts. • Developed and applied strong computer functionality and database skills to manage inquiries across multiple computer applications and systems. • Provided both in person and phone-based customer service and support, recommending specific products and services in alignment with individual needs, requirements and specifications.• Maintained updated knowledge of internal processes, industry best practices and product offerings to optimize service delivery and ensure accuracy of resources / recommendations.• Completed a diverse spectrum of training offerings and received on-the-job mentorship support in order to build proven skills and confidence to work effectively within high-pressure client services environments.

Quincy, Massachusetts

• Lead the coordination of all day-to-day office operations within a busy optometrist practice with annual revenues of $3M supporting the scheduling, filling open slots, recall and pre-appointment consultation as well as managing operations within optical storefront. • Worked within staff compliment to ensure the accurate and efficient collection of client data to manage the submission and payment of insurance claims within key providers including Medicare, Medicaid, VSP, BCBS, and Tufts.• Drove the frontline sales and marketing of optometry services and optical product lines as well as coordinating the backend control and maintenance of inventory control.• Exhibited strong business acumen centered on continual improvement and execution of best practices with a focus on actively driving and achieving growth.• Consistently established clear expectations and strong practical mentorship when training, coaching and developing high-achieving teams that embrace service excellence and accountability• Performed administrative duties to from cash coordination, sales reporting and payroll, to bookkeeping, accounting, inventory management and technical application support and understanding.• Collected and analyzed vital practice financial data to evaluate operations and make targeted recommendations to optimize overall practice profitability and resources allocation.• Scheduled and managed a staff compliment of eight support staff including hiring, training, delegation, supervision, evaluation and promotion, as well as discipline and termination as required. • Achieved 90% first-call resolution and met or exceeded 100% of monthly call monitoring goals by applying problem-solving ability and using tact, diplomacy and patience.• Recommended, created and implemented a successful targeted advertising campaign and hired interpreters to serve increasing local Chinese and Vietnamese residents, resulting in a 50% increase in patients.

Master Of Business Administration - Mba/Mha, Health/Health Care Administration/Management

Certificate, Paralegal Studies

Bachelor Of Science - Bs, Political Science And Government