Jessica Lawrence
Port St. Lucie,FL
Summary
Successful Contract Manager with over 20 years of experience in managing teams of contract specialists/managers and customer service/scheduling associates, customer/client services, contract negotiations & IME/workers compensation appointment scheduling. I am a highly confident and motivated professional with self-starting capabilities and will easily adapt to any environment. With my product knowledge and ability to manage people, work independently and within a team, I will bring my knowledge and skills to achieve success with all job responsibilities.
Overview
25
25
years of professional experience
Work History
Contract Manager
Optum Serve
08.2022 - Current
- Negotiate contracts with doctor’s offices and healthcare providers to support programs related to veterans, military recruits and commercial employees.
- Most recent focus on Burlington North Santa Fe Railway and U.S. Public Health Service programs
- Re-negotiate current contracts to help retain providers within our network
- Provider Data Management project team to improve client relationships, reduce provider abrasion, improve retention and evaluate current contracting practices.
Geico Client Services Manager
ISG
01.2021 - 07.2022
- Manage the Geico Insurance IME Scheduling Team, consisting of 12 client services representatives and 1 team leader
- Oversaw the scheduling of over 3000 IME appointments a month, ensuring KPI’s were met 18 months in a row
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented training programs to promote positive employee retention and engagement.
- Serve as the Geico point of contact, for all contracting and scheduling needs
- Continuously recruit and grow the ISG provider network, negotiating new provider contracts
- Re-negotiate contracts with current providers to maximize company savings
- Provide detailed and accurate monthly turnaround time reports for each Geico unit
- Work closely with the Geico marketing managers to ensure all client needs are met, help identify areas of concern, and collaborate on timely solutions
Specialty Contracting, Network Development and Patient Services Manager
One Call Care Management
04.2008 - 12.2020
- Managed team of schedulers and contractors; ensuring all referrals were properly negotiated and scheduled
- Negotiate single referral agreements with out of network providers throughout the country
- Manage sensitive, high-profile accounts to ensure all policies and procedures are accurately followed
- Schedule diagnostic medical imaging for work comp claimants through our contracted network of independent diagnostic imaging facilities
- Constant communication with adjusters and case managers on the status of work comp referrals
- Expand network of diagnostic imaging facilities by negotiating competitive prices in each state for maximum savings to our customers
- Maintain accurate knowledge of each states workers compensation laws including physician fee schedules to ensure complete compliance while maximizing company profit
- Able to handle a high volume of retrospective bill negotiations while increasing company profit and customer savings
Business Analyst
American Express
02.2000 - 03.2007
- Gathered, analyzed, and reported the daily & monthly results of the Champion Retention Team’s statistics and productivity
- Developed servicing strategies used by associates to prevent high value customers from ending their relationship with American Express while also reinforcing the benefits of their membership and to drive card member spending
- Set monthly team and individual goals ensuring the department reach their annual goals set by management
Quality Analyst
American Express
02.2000 - 05.2006
- Monitored associate customer service calls to ensure all current policies and procedures were being followed
- Reviewed internal referencing database for policy and procedure corrections and updates
- Provided associates with the appropriate coaching necessary to enhance the customer experience, while following all company and federal guidelines
Education
Associate of Arts - Liberal Arts
Broward College
Fort Lauderdale, FLSurgical Technology Certification - Surgical Technology
Sheridan Technical College
Hollywood, FL01-1998
Skills
- Cost control
- Dispute resolution
- Process management
- Staff management
- Contract negotiation
- Department leadership
Timeline
Contract Manager
Optum Serve
08.2022 - Current
Geico Client Services Manager
ISG
01.2021 - 07.2022
Specialty Contracting, Network Development and Patient Services Manager
One Call Care Management
04.2008 - 12.2020
Business Analyst
American Express
02.2000 - 03.2007
Quality Analyst
American Express
02.2000 - 05.2006
Associate of Arts - Liberal Arts
Broward College
Surgical Technology Certification - Surgical Technology
Sheridan Technical College
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