Maria Helwig
Lebanon
Summary
Positive, proactive individual with knack for organization and problem-solving, well-qualified for managing multiple practice sites and projects. Knowledgeable about project management principles and health and safety regulations, with skills in scheduling and quality control. Committed to driving project success and ensuring timely completion while having a strong focus on patient outcomes.
Overview
19
19
years of professional experience
Work History
Practice Site Manager II
Penn State Therapy Services and Physical Medicine and Rehabilitation- Hershey Medical Center
06.2020 - Current
- Direct oversight and direction of two clinic operations, ensuring alignment with the strategic plan of the Academic Practice Division
- Provide oversight of the daily operations while reviewing current processes to identify and implement efficiencies
- Acting as a key stakeholder on several clinic performance improvement (PI) projects to improve template utilization, lead time, and the patient’s experience
- Responsible for managing clinic budgets and identifying cost reductions during a difficult budget year
- Implement process improvements resulting in an improved patient experience and satisfaction
- Engage in monthly rounds with facilities and environmental health services to ensure alignment of maintenance expectations and to collaborate on best practices
- Ability to build strong relationships with staff, physicians, and patients, creating a positive working environment and culture
- Active member on the Penn State United Way Committee
- Active member in Community Health related activities including the Employee Food Bank, School Health Assessments, and serve on two task forces
- Maintain compliance with all regulatory requirements, conducting regular site inspections and audits.
Phone Access Management Supervisor
Penn State Bone and Joint- Hershey Medical Center
06.2019 - 06.2020
- Responsible for the direct oversight of seven Surgery Schedulers and eight Affinity Schedulers
- Actively monitor phone volumes to ensure service levels are met; this includes but is not limited to the average speed of answer, abandonment rate, talk time, and non-production time
- Developed a suite of reporting for management to be able to review call volumes and quality data in order to develop necessary corrective action plans
- Participated in disaster/business recovery planning to ensure clinic readiness
- Actively participate in U-ACT discussions to ensure clinic readiness
- Actively ensure adherence and understanding of provider schedules
- Responsible for ensuring department staffs followed standard operating procedures and understood the expectations of their roles
- Reviewed workflows to identify areas where efficiencies could be implemented to maximize production and reduce quality errors
Director – Commercial Contact Centers
American Education Services (AES) / Pennsylvania Higher Education Assistance Agency (PHEAA)
08.2018 - 05.2019
- Provided strategic direction and leadership to four managers and two administrative staff in conducting profitable commercial loan operations with continued success in improving organizational revenues through student loan volumes and improving customer satisfaction
- Flawless record in Service Level Adherence (SLA) across all divisional business units under oversight, including two call centers and a military unit
- Pursued organizational alignment with values, mission, and vision through relationship building, staff leadership and development, and the implementation of organizational policies and procedures
- Maintained compliance with regulatory and governing bodies, including the Federal Student Aid and Consumer Financial Protection Bureau
- Served as a member of PHEAA’s Critical Incident Management Team and Enterprise Compliance, Audit, Risk and Quality (CARQ) Committee
- Inspired team commitment, workforce diversity, quality performance, and compliance with organizational directives
- Acted as liaison, motivator, coach, and educator in leading teams to maximize performance
Manager – Commercial Customer Service
American Education Services (AES) / Pennsylvania Higher Education Assistance Agency (PHEAA)
07.2015 - 08.2018
- Created a culture of superior performance, execution and compliance in all call center related activities
- Improved performance of more than200 staff by employing quality best practices in commercial operations
- Led departmental staff with a high level of emotional intelligence in order to obtain Agency goals
- Enhanced all existing management reporting to align with the organization’s current business strategy
- Managed a $10.8 million-dollar budget
- Provided expenditure oversight, refined processes and implemented cost saving initiatives to realize savings of a half million dollars within the2018/2019 fiscal year
- Refined onboarding process to decrease training time while increasing production and quality performance metrics of new associates
- Actively participated in disaster/business recovery planning to ensure department readiness
- Identified and developed measurement standards for the improvement of performance and operational effectiveness; and developed decision-making management reports for the Loan Operations Division
Assistant Manager – Guarantor and Insurer Relations
American Education Services (AES) / Pennsylvania Higher Education Assistance Agency (PHEAA)
06.2013 - 07.2015
- Proactive planning and execution led to notable increase in employee morale throughout the department
- Had direct oversight of all Training, Quality Assurance and Risk Processes in a department that managed back-end processing on commercial student loan accounts
- Responsible for ensuring department staffs followed standard operating procedures and understood the expectations of their roles
- Reviewed workflows to identify areas where efficiencies could be implemented to maximize production and reduce quality errors
- Orchestrated all department trainings and focused on the creation and development of procedures and curriculum
- Worked with department Vice President on department liability report to identify potential procedural and processing changes
Various Positions – Guarantor and Insurer Relations
American Education Services (AES) / Pennsylvania Higher Education Assistance Agency (PHEAA)
02.2006 - 06.2013
Education
Master’s in Business Administration -
Walden University
Minneapolis, MNBachelor of Science - Organizational Behavior/Applied Psychology
Albright College
Reading, PAGraduate - undefined
Penn State College of Medicine Health Systems Science Academy
Graduate - undefined
Pennsylvania Higher Education Assistance Agency Leadership Academy
Skills
- Senior Leadership, Operational Excellence, Contact Center, Strategic Thinking, Goal Setting, Process Improvement, Innovation, Budget Management, Capacity Planning, Relationship Building, Enterprise Risk Management, Customer Service, Compliance Management, Quality Control, Coaching for Excellence, Relationship Building
- Advanced Microsoft Office Suite (MS Word / MS Excel / MS PowerPoint / MS Outlook/Teams)
- Telecommunications Knowledge (CRM, IVR, Chat, Email)
- Cerner/Millennium Products
- Lean Six Sigma Yellow Belt Certified
Timeline
Practice Site Manager II
Penn State Therapy Services and Physical Medicine and Rehabilitation- Hershey Medical Center
06.2020 - Current
Phone Access Management Supervisor
Penn State Bone and Joint- Hershey Medical Center
06.2019 - 06.2020
Director – Commercial Contact Centers
American Education Services (AES) / Pennsylvania Higher Education Assistance Agency (PHEAA)
08.2018 - 05.2019
Manager – Commercial Customer Service
American Education Services (AES) / Pennsylvania Higher Education Assistance Agency (PHEAA)
07.2015 - 08.2018
Assistant Manager – Guarantor and Insurer Relations
American Education Services (AES) / Pennsylvania Higher Education Assistance Agency (PHEAA)
06.2013 - 07.2015
Various Positions – Guarantor and Insurer Relations
American Education Services (AES) / Pennsylvania Higher Education Assistance Agency (PHEAA)
02.2006 - 06.2013
Bachelor of Science - Organizational Behavior/Applied Psychology
Albright College
Graduate - undefined
Penn State College of Medicine Health Systems Science Academy
Graduate - undefined
Pennsylvania Higher Education Assistance Agency Leadership Academy
Master’s in Business Administration -
Walden University
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