Natasha Marone Email & Phone Number

Oversee all operations associated with customer experience while holding full accountability for customer relationship management, issue resolution, team metrics and cross-departmental communication to ensure all customer needs are met and revenue is maximized.- Champion operational and business transformation initiatives, including development of an internal certification program, ongoing development of customer facing documentation and training opportunities, detailed processes to move customer cases fluidly between departments, a customer success engagement model, enterprise customer support protocols, case turnaround time improvements, and change management.- Oversee team and process gap analysis. Identify staff educational needs, change management standards, case management process, onboarding, and process improvement.- Partner with internal stakeholders to implement a new customer success model intended to deliver optimal customer support and customer experience across the customer base.- Deliver consistently high NPS scores through effective case management, rapid response times and timely resolution of all issues.- Communicate clearly and effectively with customers, executive leadership and other internal stakeholders during escalated situations.

Managed the customer support team responsible for building solid, trusting relationships with customers through effective case management and timely delivery of resolutions. - Served as the primary point of escalation for all customer concerns that arose, working with my team, other departments and the customer until resolution was achieved.- Participated in the development of department KPIs and operating plan.- Founded and successfully launched a new customer community that included a user-friendly interface, knowledge base, case submission, group discussions and more.

Developed strong customer relationships through effective case management, strategic conversation and timely turnaround resulting in customers willing to provide a positive reference and high NPS scores.- Serve as a liaison between clients and the company to develop effective cloud-based solutions that meet the clients’ needs.- Establish strong relationships with clients through educating them on our web applications, working toward accomplishing their goals and following through on action items.- Clearly communicate with clients through Salesforce (e-Case) to research and resolve issues that arise.- Improve customer satisfaction through clear communication, strong listening skills and timely responses to all requests, questions and issues.

Led the patient intake department for both the hospital and clinic responsible for admitting all patients and partnering with clinical staff to ensure a positive patient experience during the intake process.- Oversaw daily operations for the Patient Intake Department for the hospital (Indiana Orthopaedic Hospital) and clinic (OrthoIndy), managing a staff of over fifty-five employees at seven locations.Executed HR functions such as employee discipline, annual reviews, payroll, hiring, and assisting with the training process for new employees.- Researched and resolved issues that emerged for patients related to their registration, co-pays or billing.- Served as a liaison between the physicians, physician assistants, medical assistants, Patient Intake Clerks, Patient Services Coordinators, test schedulers and patients.- Participated in the implementation of a new electronic medical record and patient portal.

Delivered a first-rate patient experience through direct oversight of the patient access department. Responsible for managing team members across all hospital departments to register patients for procedures quickly and effectively.- Assisted in managing the admitting department; ensuring customer satisfaction, accurate registration and interdepartmental communication.- Performed monthly audits of all staff members to enhance the productivity, efficiency and accuracy of the department.- Responded to calls and emails with requests for clarification on hospital policies and procedures, help adjusting or combining patient accounts in the Cerner database, and resolving any problems that may occur with patients or among the hospital staff.

Entered new employee information into the Seek database, ran criminal record checks and reviewed resumes for potential job matches. Conducted new candidate interviews and skills tests to evaluate employability and potential job assignments. Answered multi-line phone to assist individuals looking for work and employers seeking reliable employees to fill temporary positions. Helped with other assignments as necessary such as filing records, working the switchboard for a private business, and patient registration for Aurora Health Care.

Orchestrated all operational and accounting activities related to contributions for over 1,000 participants who were responsible for raising a minimum of $2,000 prior to the event, including issues related to tax receipts, payroll deduction and sustaining gifts. Managed all financial and administrative operations for the CauseForce Indianapolis office that hosted the first annual The Weekend to End Breast Cancer walk benefiting St. Vincent Hospital Foundation. Responsible for donor electronic and written communications, vendor relations, daily bookkeeping, monthly financial reports and inventory control. Managed the Convio database, including running daily reports, gift processing, managing registration promotions, and updating the website orientation calendar.

Provided administrative support, wrote and mailed donor solicitation and thank you letters, updated and maintained donor records, compiled the annual report and proofread and edited grant proposals. Developed and implemented ideas for improving alumni relations and assisted with organizing fundraising events. Taught yearbook to students and served as a substitute teacher for English classes.

Managed and implemented The Senior Campaign, the senior class gift giving program, including mass mailings, special events, the phonathon, and the Facebook website.Provided administrative support, maintained donor records in the database, made solicitation and thank you calls.Attended alumnae reunions and served on student panels.

Served as a Spanish-English interpreter for homeless clients, provided job search and resume building assistance, updated the ClientTrack database, answered multi-line phones, organized mail and files, and coordinated donations for the day shelter. Assisted homeless with daily activities.