Carrie Lara
Summary
Client services professional with a proven track record in supporting account executives and account teams through efficient administrative and client support. Skilled in client management principles, CRM software, and data analysis to elevate client satisfaction. Dedicated to driving positive outcomes and fostering long-term loyalty by ensuring excellent service standards and maintaining high customer satisfaction. Expertise in managing client relationships and resolving issues efficiently, while adapting to changing needs and ensuring team alignment as a strong collaborator.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Client Services Account Manager
One Call
11.2007 - Current
- Develops relationships with user-level customers (claim adjusters, nurse case managers) via telephone and e-mail, leveraging internal data to identify and prioritize customer expectations
- Assist in scheduling injured workers for various test and exams for Worker's Compensations claims
- Provide scheduling updates and medical reports to physician offices
- Direct patient inquiries and complaints to appropriate departments and follow up to ensure resolution
- Serve as a primary point of contact for internal operations partners, external customers, and medical vendors
- Demonstrate a basic understanding of current and upcoming products and services
- Respond to client inquires, resolve outstanding issues, and comply with customer request and directives
- Provide support in research and resolution to internal and external partners
- Focus on trends, analyze data, and provide recommendations based on the client's needs and expectations
- Organize meetings to discuss client concerns, inquiries and discuss current and upcoming products and services
- Provides information in a professional and timely manner by following up on turn-around time expectations, having the organization agility to follow up and follow through on pending requests with business partners, and escalating challenges to management when needed
- Maintains comprehensive knowledge of applicable products and services, company's policies and procedures, and the navigation of referral database applications
- Works under light supervision with strengths in goal and time management
- Leverages data to identify and prioritize customer outreach efforts
- Navigation of referral and client data base applications
- Successfully work in office and remotely with travel
Skills
- Medical Terminology and Coding
- Healthcare Privacy Compliance
- Data Analytics
- Time Management
- Project Management
- Salesforce, HubSpot, Tableau
- Office Suite
Certification
Lean Six Sigma – White Belt
2021 Win Together - Highest Growth
Recognized for exceptional performance and substantial growth in my overall book of business which contributed to a significant increase in overall client satisfaction and business expansion.
Timeline
Client Services Account Manager
One Call
11.2007 - Current