Summary
Overview
Work History
Skills
Timeline
Generic

Denise Lamoureux

Port Saint Lucie

Summary

Dynamic leader with a proven track record at CVS Health, excelling in quality assurance and training development. Achieved a remarkable 40-point NPS improvement through strategic coaching and performance management. Skilled in data analysis and effective communication, driving team success and enhancing customer experiences in fast-paced environments. Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.

Overview

16
16
years of professional experience

Work History

Manager, Patient Experience Quality and Training

Empassion Health
03.2024 - 10.2024
  • Developed and managed quality and training programs for Care Coordinators in a startup setting.
  • Oversee quality and patient experience metrics to meet KPIs.
  • Managed up to 25 Care Coordinators, ensuring call volume and scheduling targets were met.
  • Key accomplishments:
  • Developed Care Coordinator Scorecard.
  • Created and updated training programs and job aids.
  • Implemented quality improvement initiatives, achieving quality scores of up to 100%.
  • Defined job descriptions and career paths for team members.
  • Enhanced objection handling training and patient recapture initiatives.
  • Assisted in developing a current and future state RACI document for all of operations.

Interim Director

Empassion Health
07.2024 - 08.2024
  • Manage Call Center to meet & exceed KPIs
  • Report on KPIs bi-weekly to stakeholders.
  • Identify trends & cost savings

Senior Analyst, Member Experience Quality Vendor Management

CVS Health
10.2021 - 03.2024
  • Oversee NPS/OSAT metrics, review member survey feedback, and lead C2C calibration calls.
  • Create action plans, & coach vendors to improve NPS/OSAT scores
  • Analyze agent performance data to drive improvements.
  • Collaborate with business partners for audits.
  • Key accomplishments:
  • Led vendors to improve NPS score by 40 points
  • Improved NPS through restructuring CSX calls and monitoring.
  • Created training to utilize NPS/OSAT reporting for coaching.
  • Established a performance management process to optimize efficiency.

Analyst, Vendor Management

CVS Health
10.2021 - 03.2024
  • Oversee BPO’s Work Force Management team to meet/exceed performance goals.
  • Conduct analysis to identify agent performance trends and areas for improvement.
  • Key accomplishments:
  • Established a quality process for chat assistance.
  • Redesigned training curriculum, reducing training hours for cost savings.
  • Developed process flowcharts for chat assistance.
  • Monitored workforce management to ensure the vendors were performing as expected.
  • Training process improvement to obtain cost savings, moving vendor training from 8 weeks of training to 4 weeks of training.

Senior Care Coordinator

Becton Dickinson
10.2019 - 10.2021
  • Managed patient intake, insurance verification, and order confirmation.
  • Reduced billing issues by addressing missing information promptly with providers.

Customer Service Supervisor

Teleperformance
11.2018 - 09.2019
  • Managed a team of up to 21 new hire Patient Care Advocates, ensuring all KPIs were achieved.
  • Enhanced training materials to improve quality and efficiency.
  • Key accomplishments:
  • Improved Net Promoter Score from 20 to 60.
  • Increased quality average from 60% to 90%.
  • Reduced attrition from 30% to 10%.

Open Enrollment Project Manager

Express Scripts
12.2008 - 05.2018
  • Managed the leadership team to ensure all departments & call center staff were prepared for the Annual Enrollment Period.
  • Coordinate training and system access for up to 350 agents.
  • Complete conversion rates & daily reporting
  • Update client executive leadership on enrollment KPIs daily.
  • Interact with sensitive clients, updating clients with trends, KPI’s and plan of action to improve KPIs.
  • Key accomplishments:
  • Reduced Average Handle Time 204 seconds by partnering with client & vendor to implement a single click pricing from mail order to retail.
  • Improve enrollment conversion rate 12-14% year over year by collaborating with training to enhance training materials and scripting to be more member centric.
  • Hold Focus groups to improve the Open Enrollment project year after year.

Open Enrollment Medicare Part D Supervisor

Express Scripts
  • Managed a team of up to 35 Enrollment Patient Care Advocates to meet and exceed KPIs.
  • Ensure that call center service levels meet CMS guidance by monitoring the Call Canvas.
  • Complete payroll, call quality evaluations, coaching, monitor attendance, present scorecards, and complete Corrective Actions as needed for team members.
  • Key accomplishments:
  • Improved team conversion rate from 23% to 46% via side by side and real-time coaching.
  • Lead the “Best overall performing team” 2 out of 3 years in a row.
  • Open Enrollment Team received 2nd place.

Open Enrollment Verification Lead

Express Scripts
  • Supervise up to 10 Open Enrollment Advisors to complete enrollment verification calls by CMS guidelines.
  • Train Enrollment Verification process.
  • Upload Open Enrollment Verification Reports, and track calls.
  • Key accomplishments:
  • 100% pass rate from Centers for Medicare/Medicaid Services for Open Enrollment Verification audit.
  • Lead team with 99.78% callback compliant rate.
  • Partner with client to create Standard Operating Process for Open Enrollment Verification.

Quality Assurance Representative

Express Scripts
  • Listen to agent calls, complete quality monitoring evaluation.
  • Track quality service opportunities to ensure all coaching is complete.
  • Track quality trends and partner with leadership to create an action plan to improve quality performance.

Skills

  • Leadership and team management
  • Training and development
  • Quality assurance and metrics
  • Workforce management
  • NPS and OSAT analysis
  • Customer relationship management
  • HIPAA compliance
  • EMR systems expertise
  • Coaching and performance management
  • Process improvement strategies
  • CMS Avaya and Genesys
  • Data visualization with Tableau
  • Call monitoring with Verint
  • Reporting with Aceyus and IEX
  • Scheduling with Aspen and RTA
  • Microsoft Office proficiency
  • Strategic thinking skills
  • Call center operations expertise
  • Six Sigma white belt certification
  • Quality management
  • Training development
  • Customer service
  • Project coordination
  • Vendor management
  • Effective communication
  • Coaching techniques
  • Trend analysis
  • Compliance monitoring
  • Complex Problem-solving
  • Stakeholder management
  • Documentation and reporting
  • Performance management
  • Verbal and written communication
  • Customer relationship management (CRM)
  • Staff training and development
  • Policy and procedure development
  • Relationship building
  • Clear communication
  • Operations management
  • Project management

Timeline

Interim Director

Empassion Health
07.2024 - 08.2024

Manager, Patient Experience Quality and Training

Empassion Health
03.2024 - 10.2024

Senior Analyst, Member Experience Quality Vendor Management

CVS Health
10.2021 - 03.2024

Analyst, Vendor Management

CVS Health
10.2021 - 03.2024

Senior Care Coordinator

Becton Dickinson
10.2019 - 10.2021

Customer Service Supervisor

Teleperformance
11.2018 - 09.2019

Open Enrollment Project Manager

Express Scripts
12.2008 - 05.2018

Open Enrollment Medicare Part D Supervisor

Express Scripts

Open Enrollment Verification Lead

Express Scripts

Quality Assurance Representative

Express Scripts

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Denise Lamoureux