Paula Graffam

Background

About Paula Graffam

My 30 years in healthcare began processing claims at Medicare then on to their customer service team before moving to front desk at physician practice. On to a third party insurance company to help create the customer service team. After a little time off to start my family, I jumped back into the industry working for a large pulmonary billing office doing everything from entering charges, posting payments, and stuffing statements for mailing to insurance follow up, customer service and human resource functions. Looking for a change, I worked as the administrative assistant to the campus director, career development director and all program directors at a busy career school that offered all medically based programs. After a few years and a try at admissions, I decided sales wasn't my thing and headed back to where I belong-customer service! MMP was great to me and where I began viewing "work" as a "career". My natural take charge attitude (aka bossiness) always landed me in a lead position, and MMP made it official for the first time in my life. When MaineHealth created its CBO by bringing the administrative office of MMP and patient accounts office of MMC together, I became the supervisor of the newly formed SBO (single billing office) Customer Service Team. Two years into that MH outsourced the Customer Service Team. The outsource company provided a great opportunity for us and pretty much my entire team followed me on this new adventure. Six years later it was clear to me as Manager of the Team that to realize our vision of becoming the Best SBO in the Nation some changes were needed. MaineHealth agreed and brought us back inhouse. We are making strides in our call center management and our vision of becoming the Best SBO in the Nation is getting closer every day! I love my job and my career!