Summary
Overview
Work History
Education
Certification
Timeline
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Colleen Lofgren

Minneapolis,MN

Summary

Excels at implementing internal products, programs and systems that drive member engagement, clinical outcomes and client retention.

Skilled in cross-functional collaboration and remaining flexible in rapid growth health-tech startup environments.

Proficient across range of platforms & data analytics: Mode, Tableau, Excel/Google sheets, Asana, Jira, Salesforce and EMR systems.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Member Success Operations Lead

Hinge Health
07.2023 - Current
  • Manages large cross-functional program and project implementations that improve daily operations for Member Support and Care Team.
  • Leads in-house medical record retrieval initiative including cost analysis, resource planning, SOP development, staff training, and ongoing process management/metric reporting
  • Implements best practices for self-service model through Member Support to reduce ticket volume by 30% via chat enablement.
  • Exceeds appointment conversion goals (>85%) by increasing interface optionality for intake and scheduling
  • Reduces Care Coordinator admin time by 30% with restructuring weekly outreach protocols

Associate Product Manager

Hinge Health
12.2021 - 07.2023
  • Achieved business outcomes by launching in-app features to drive high-risk program engagement by 2x
  • Enabled care team tooling to engage members in enhanced clinical interventions to reduce incidence of unnecessary MSK surgeries and increase client ROI by 0.2x
  • Partnered with Clinical to reduce manual care team workflows and operational burden by 50%
  • Built, measured, and iterated rapidly through multiple data-driven experiments to inform engagement strategies and increase delivery of clinical consultations by 200% YoY
  • Co-lead UXR to validate key behaviors and attitudes of members at higher-risk for MSK surgeries

Sr Operations Manager - Client Success

Hinge Health
01.2020 - 12.2021
  • Launched and managed member feedback program that resulted in regular direct- to- client testimonials across 90% of BoB
  • Developed, implemented and maintained client benefits database that streamlined workflows to increase external partner referrals by 25%
  • Lead client health fair operations, including SOP creation, CSM training and event coordination support
  • Managed, onboarded, and created training for team of two CS Ops Associates
  • Customized company-wide rollout of knowledge base software for 50 person client success team

Project Manager - Clinical Operations

Hinge Health
09.2018 - 12.2018
  • Led projects that increased cross-functional knowledge and visibility for health coaches
  • Conducted and co-produced video interviews to highlight individual member stories & outcomes of chronic pain program

Lead Registered Dietitian

Lifetime
11.2016 - 08.2018
  • Provided Integrative Plan of Care in collaboration with MD, NP, and PT for over 80 patients per month
  • Delivered individualized nutrition recommendations & coaching in the areas of weight loss, body composition change, cholesterol management, blood sugar balance, nutrient deficiencies, digestive health and behavior change.

Health Coach

Omada Health
06.2015 - 10.2016
  • Coached participants through yearlong disease prevention program using “Digital Therapeutics” to decrease clinical markers for Type 2 Diabetes and Metabolic Syndrome via whole-food based nutrition, measured physical activity and stress management

Education

Bachelor of Science - Nutrition

University of Minnesota - Twin Cities
Minneapolis, MN

Graduate Level Internship in Nutrition & Dietetics - Clinical Nutrition

Iowa State University
Ames, IA

Certification

  • RDN - Registered Dietitian Nutritionist

Timeline

Member Success Operations Lead

Hinge Health
07.2023 - Current

Associate Product Manager

Hinge Health
12.2021 - 07.2023

Sr Operations Manager - Client Success

Hinge Health
01.2020 - 12.2021

Project Manager - Clinical Operations

Hinge Health
09.2018 - 12.2018

Lead Registered Dietitian

Lifetime
11.2016 - 08.2018

Health Coach

Omada Health
06.2015 - 10.2016

Bachelor of Science - Nutrition

University of Minnesota - Twin Cities

Graduate Level Internship in Nutrition & Dietetics - Clinical Nutrition

Iowa State University

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Colleen Lofgren