Christopher Lyons
Optum Infusion Pharmacy
Overland Park,KS
7
years of professional experience
Healthcare Operations Leader with 4+ years of leadership experience managing teams of 18+ employees and supporting operational delivery across specialty pharmacy and patient services. Proven success leading workflow redesign, patient engagement initiatives, performance improvement programs, training development, and cross-functional partnerships that improve service levels, efficiency, and patient outcomes. Experienced translating operational data into strategic action within complex healthcare environments.
Work History
Supervisor, Clinical Administration
1 Year 11 Months- Lead a team of 18 Patient Navigators supporting multiple pharmacy partners and 3,000+ patients, consistently meeting or exceeding service level targets across outreach, refill coordination, and insurance workflows, contributing to a 6% overall performance improvement for pharmacy partners.
- Facilitated peak season operations through 320+ outbound calls and 170+ inbound calls, accounting for nearly half of supervisor call activity during the reporting period.
- Led and coordinated regional initiatives, including East Region Supervisor Meetings, Peak Season Planning Committee, and Training, Development, and Communication Committee, driving collaboration and operational consistency across teams.
- Streamlined system processes and standardized workflows and escalation pathways, enhancing workflow efficiency and minimizing manual rework.
- Designed and implemented standardized training resources, job aids, and process educational materials, including video walkthroughs that improved onboarding effectiveness and workflow adoption.
- Supported implementation of automated patient communication technology designed to improve outreach effectiveness, increase patient engagement, and reduce delays in care coordination.
- Developed and implemented onboarding, training, and workflow curriculum that reduced ramp-up time and improved consistency in performance across new hires.
- Partnered cross-functionally with pharmacy, clinical, and operations leadership to identify workflow gaps and implement solutions that improved patient throughput and coordination.
- Created structured team engagement and cross-training sessions (“Mission Control”) to bolster team alignment and operational awareness across workflows.
- Leveraged operational reporting and KPI dashboards to identify workflow bottlenecks, improve productivity, and support achievement of service-level goals across patient outreach and refill programs.
Patient Navigator
2 Years 8 Months- Managed a caseload of more than 250 infusion patients, coordinating medication refills, shipment scheduling, and ongoing therapy support across multiple pharmacy partners and provider offices.
- Developed and delivered training materials and skills-based coaching to enhance team knowledge and ensure workflow consistency.
- Built strong partnerships with physicians' offices, pharmacy teams, insurance representatives, and internal departments to expedite issue resolution and minimize interruptions in patient therapy.
- Established a network of internal subject matter experts and resources to resolve complex patient cases, contributing to improved patient experience and service outcomes.
- Acted as the primary point of contact for patients, caregivers, physicians, and clinical teams, resolving therapy, insurance, and care coordination barriers promptly.
- Established network of internal subject matter experts to resolve complex patient cases and enhance patient experience.
- Acted as a Smartly AI System Trainer Instructor, supporting the adoption of new technology and workflow enhancements across the Patient Navigator team.
Sleep Customer Qualification Specialist
1 Year 11 Months- Processed high-volume patient qualifications for respiratory therapy equipment, ensuring compliance with insurance and regulatory requirements.
- Improved patient onboarding timelines by ensuring complete and accurate documentation, reducing delays in therapy initiation.
- Provided high-quality patient support, enhancing satisfaction and streamlining intake experiences.
Education
Bachelor of Arts - Political Science
- NCAA Scholar All-American
- 4-year wrestling letterman; 2-year team captain
Skills
Patient engagement
Healthcare Operations
Program Operations & Execution
Process optimization
Performance Metrics & Reporting
Change initiatives
Cross-Functional Leadership
Training & Team Development
Healthcare Software
Patient Engagement Tools
Smartly AI
Copilot/AI efficiency
AI Workflow Solutions
Microsoft tools
QA & Compliance Tools
Wellsky Operating Platforms
Timeline
Supervisor, Clinical Administration
Optum Infusion Pharmacy
11.2024 - CurrentRead More
Patient Navigator
Optum Infusion Pharmacy
03.2022 - 11.2024Read More
Sleep Customer Qualification Specialist
Apria Healthcare
04.2020 - 03.2022Read More
Cornell College
Bachelor of Arts from Political Science
Read More