BRET LANE
PASADENA
Summary
Strategic professional specializing in customer retention and client relationship management. Delivers impactful solutions that enhance loyalty and satisfaction while collaborating with cross-functional teams to meet organizational objectives. Skilled in community outreach and engagement, with a history of effective program implementation and event coordination.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Member Retention Specialist
Johns Hopkins Health Plans
Hanover, MD
01.2022 - Current
- Facilitated member retention by guiding renewal process for medical coverage
- Led initiatives focused on improving overall member experience and loyalty.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Educated new health plan members on medical benefits to enhance understanding and utilization
- Evaluate claims to assist plan members in meeting preventive health measures
- Direct members to available resources (including transportation, food, housing, etc.)
- Engaged with community initiatives to strengthen local partnerships and support member needs.
Patient Access Specialist II
Johns Hopkins Health System
Baltimore, MD
04.2021 - 01.2022
- Scheduled patient appointments for Otolaryngology, Head & Neck Surgery, and Dentistry using EPIC software to ensure timely access to care
- Documented patient information accurately and followed up on care plans to support continuity of care
- Facilitated patient registration processes to enhance access to healthcare services.
- Coordinated insurance verification and eligibility checks for efficient patient onboarding.
- Managed appointment scheduling, optimizing provider utilization and reducing wait times.
Resident Aide
Harbour House
02.2018 - 10.2023
- Work directly with clients with mental health and drug abuse issues
- Collaborated with multidisciplinary teams to develop individualized care plans tailored to resident needs and preferences.
- Managed case files and assisted clients in obtaining essential personal documentation and health insurance to ensure access to necessary services.
- Provided assistance in group therapy sessions to promote communication among clients. between clients and therapists
- Facilitated recreational activities to enhance social interaction and increase resident engagement within the community.
- Supported clients' mental and emotional needs to improve physical outcomes and elevate overall happiness.
Client Services Representative
TTEC
05.2020 - 04.2021
- Managed high volume of over 100 calls daily, ensuring each interaction met quality standards.
- Delivered exceptional customer service, efficiently resolving inquiries and issues to improve client satisfaction.
- Managed incoming calls, delivering prompt and accurate information to enhance client understanding of products and services.
- Handled sensitive client information with discretion, maintaining confidentiality to build trust with clients.
Accounts Receivable Manager
United Marble & Granite
05.2014 - 05.2019
- Invoiced completed jobs to ensure timely revenue recognition.
- Managed portfolio of 150+ clients and processed over 60 detailed invoices daily
- Maintained a 24-48 hour turnaround on invoice processing
- Followed up on past due invoices, minimizing aging and improving cash flow.
- Compiled and analyzed monthly reports on performance trends to inform coaching and strategy.
- Handled escalated and/or quality assurance issues
Education
A.A. - General Studies
Baltimore City Community College
Baltimore, MD07-2026
High School Diploma -
Glen Burnie High School
Glen Burnie, MD06-1999
Skills
- Customer retention strategies
- Maryland MCO knowledge
- EPIC CRM management
- Performance monitoring
- Data analysis
- Analytical and critical thinking
- Administrative support
- Microsoft office
- Community engagement
- Relationship building
- Client advocacy
Certification
- Project Management Foundations | LinkedIn Learning , Project Management Institute - March 2024
- Project Management Skills for Leaders | LinkedIn Learning Project Management Institute - April2024
- Healthy Boundaries and Expectations at Work, LinkedIn Learning - April 2024
- Develop Interpersonal Skills for Inclusive Workplaces, LinkedIn Learning - July 2026
Timeline
Member Retention Specialist
Johns Hopkins Health Plans
01.2022 - Current
Patient Access Specialist II
Johns Hopkins Health System
04.2021 - 01.2022
Client Services Representative
TTEC
05.2020 - 04.2021
Resident Aide
Harbour House
02.2018 - 10.2023
Accounts Receivable Manager
United Marble & Granite
05.2014 - 05.2019
A.A. - General Studies
Baltimore City Community College
High School Diploma -
Glen Burnie High School