Her Story
About Mary
Mary Keenan serves as a Benefits Representative III at CVS Health, where she specializes in healthcare benefits verification and serves as the primary point of contact for 40 physician offices at CDOT Specialty Pharmacy. With 11 years of experience in the healthcare and pharmacy services industry, she has developed extensive knowledge of benefits administration, insurance coverage verification, prior authorization processing, and patient support. In her role, she works closely with physician offices and insurance providers to clarify coverage details, address benefit-related concerns, and help facilitate patients’ access to necessary medications and treatments. Mary’s professional journey reflects resilience, determination, and a strong commitment to rebuilding her career after approximately 15 years of disability before reentering the workforce. Her life experiences have contributed to her appreciation for meaningful work, personal responsibility, and the importance of providing reliable support to others navigating complex healthcare processes.
Throughout her career at CVS Health and CVS Caremark, Mary has gained valuable experience in healthcare operations, specialty pharmacy services, Medicare accounts, customer service, and provider relationship management. She began her tenure with CVS Caremark as a Customer Service Representative III, assisting patients with prescription services, refills, order tracking, and account-related concerns. She also contributed to training new customer service representatives and supporting call quality initiatives. As she progressed into her current role, her responsibilities expanded to include benefits verification, coordination with physician offices, and assistance with insurance-related issues that can affect patients’ access to care. Mary recognizes that the healthcare industry continues to evolve, particularly with the introduction of artificial intelligence and frequent system updates that can complicate workflows and slow the completion of routine tasks. She also identifies inconsistencies in information provided by insurance plans as an ongoing challenge when verifying benefits. These circumstances require patience, attention to detail, effective communication, and a consistent approach to resolving discrepancies while maintaining accurate information for providers and patients.
Mary attributes her professional success to hard work, perseverance, and a strong work ethic. She believes in approaching each day with the determination to perform her responsibilities to the best of her ability while maintaining accountability and following established standard operating procedures. Authenticity is also important to her, as she values remaining true to herself and approaching her work with honesty and consistency. For individuals beginning their careers, Mary emphasizes the importance of listening carefully during training, remaining receptive to guidance, and using one-on-one meetings with supervisors as opportunities to evaluate performance and identify areas for improvement. She believes that professional growth comes from being willing to learn, applying constructive feedback, and continually developing one's skills. Mary completed her high school education and earned a word processing certificate in 1998 from a learning center in Baltimore. Through her dedication, adaptability, and commitment to dependable service, she continues to support healthcare providers and patients while navigating the changing demands of the healthcare benefits industry.
Her Interview
Ten minutes with Mary
01What do you attribute your success to?
I attribute my success to hard work, dedication, and a strong work ethic. I believe in giving my best effort, staying committed to my responsibilities, and consistently working toward my goals.
02What’s the best career advice you’ve ever received?
The best career advice I have ever received is to be authentic and stay true to myself. I believe in being genuine, remaining grounded in my values, and never changing who I am just to fit someone else’s expectations.
03What advice would you give to young women entering your industry?
My advice to young women entering the industry is to listen carefully during training and remain open to learning from others. Take one-on-one meetings with supervisors seriously, ask questions, and apply the feedback you receive. Continuous learning and a willingness to grow are essential to developing your skills and progressing in your career.
04What are the biggest challenges or opportunities in your field right now?
One of the biggest challenges in my field is the constant introduction of AI and system updates, which can make processes slower and more time-consuming. Another challenge is receiving inconsistent information from insurance plans when verifying benefits, which can create confusion and delays. Adapting to these changes while maintaining accuracy, efficiency, and clear communication is essential to navigating the evolving industry.
05What values are most important to you in your work and personal life?
The values most important to me are accountability, consistency, and dedication to my work. I strive to perform my job to the best of my ability each day while following established standard operating procedures (SOPs). I believe in maintaining high standards, being dependable, and ensuring that my work is completed accurately and responsibly.
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