1. Bridget Harrigan
143 River Street | Rochester, NY 14612 | 585-305-7654 | Bridget.r.y.harrigan@gmail.com
Summary
I am a highly perceptive employee with understanding of business priority and a team player dedicated to
managing operations and projects while actively contributing to the development of policies and procedures. I
am a strong, dedicated employee, who is a cross-functional communicator with high-profile clients, vendors
consultants and staff. My strengths include problem analysis and resolutions, organizational skill and being
able to work as a team and on my own to accomplish position, departmental and organizational goal.
Skills & Expertise
Medicare Part D Macess Facets
Vendor Management Medicaid Customer Service
HIPAA Process Improvement Health Insurance
Employee Benefits Teamwork Pharmacy Benefits
Experience
ACM Global Laboratories
Rochester, NY May 2015 - Present
Clinical Trials Research Associate
Research and review open, outstanding issues as part of a team in order to accomplish position and
department tasks within the prescribed time frames. Analyze open issues and apply the best techniques to
resolve issues as they arise. Coordinate with team members regarding urgent issues to resolve as quickly as
possible without duplicating efforts. Work independently to complete daily tasks.
 Effectively completed 4 month back-log of open issues
MVP HealthCare
Rochester, NY December 2004 – February 2015
Customer Care Research Coordinator at MVP
December 2010 - February 2015 (4 years 3 months)
Used problem solving techniques and customer service skills to research and resolve customer issues
regarding their benefits. By tapping into my experience as a skilled phone representative, I was able to adhere
to company policies and resolve both research and escalated issues in a timely manner.
 Medicare Part D and Medicaid Prescriptions Subject Matter Expert
 Worked with outside vendors (Caremark and Express Scripts) regarding claims processing and
adjudication
 Helped develop training materials for new hires in the Customer Care Center regarding Pharmacy
benefits and processes
 Lead representative for Provider Search Tool issues
Key Accounts Total Service Coordinatorat MVP/Preferred Care
October 2007 - December 2010 (3 years 3 months)
Trained to handle escalated calls and focus on issue resolution for Key Accounts in the Rochester office.
Worked on several internal groups focused on a new Provider Portal and web-site issues and redesign.
 Helped develop processes used by the Key Accounts Team
 User Acceptance testing for web-site development

2. Bridget Harrigan | 143 River Street | Rochester, NY 14612 | (M): 585-305-7654 | Bridget.r.y.harrigan@gmail.com
Multi-Product Representative at Preferred Care
February 2005 - September 2007 (2 years 8 months)
Used skills, policies and available resources to discuss and document personal health information regarding
claims and authorizations while adhering to HIPAA regulations and NSQA standards. Discussed policy
information and services to members of Health Managed Organizations, Preferred Provider
Organizations, Indemnity and Medicare approved policies. Fluent in Medicare part D information
•The lead representative for responding to and documenting email questions from members for the
Member Services Department.
•Organized and analyzed internet e-mail information as part of the Off-Call work load project team.
Charter One AutoFinance
Rochester, NY August 2002 – November 2004
Balloon Loan Specialist
February 2004 - November 2004 (10 months)
Advised customers of their options at the end of their Balloon Loan. Assigned customer vehicles for inspection
and transport to auction houses. Billed customers for fees relating to the return of their vehicle. Discussed
final bill and return processes with customers. Resolved customer concerns and answered any questions
customers asked.
•Reduced number of days between customer maturity date and the date vehicle was sold at auction
from 60 days to 9 days in 6 months
•Exceeded goal expectations both monthly and quarterly
•Tracked the completed process of returned vehicles, including vehicle inspections, final bills,
transports to auction and vehicles sold at auction.
Clerical Support
January 2003 - February 2004 (1 year 2 months)
Received and processed all incoming mail for Balloon Loan Termination Specialists. Processed Refinancing
credit applications and payments on auto loans. Assigned customer vehicles to Repossession Agents for pick
up. Sent out letters to customers informing them of their loan maturity date and options for terminating the
Balloon Loan product
•Tracked all Balloon Loan payoffs and supplied report to Department Manager for
review
•Justified losses on the Balloon Gain Loss Ledger
•Initiated a tracking report for the remaining loans in the Balloon loan portfolio, which was reviewed
monthly by upper management
Receptionist
August 2002 - January 2003 (6 months)
Received and sorted all incoming mail, including overnight packages. Received inbound calls on a ten-line
reception phone. Received payments made in office and gave customer receipts
•Tracked amounts of all incoming mail as well as number of individual incoming calls received per day
on ten-line receptionist phone
•Compiled tracked data into report due to Manager every month
Education
Monroe Community College
Associate of Science (A.S.), Business Administration and Management, General, 2010 - 2013
State University of New York Empire State College
Business, Management and Economics, 2007 - 2011