KARA Lindsey
Bixby,OK
Summary
Results-oriented Client Director with extensive experience in enhancing customer relationships and driving revenue growth. Successfully led initiatives that improved customer satisfaction scores by 30%. Proficient in strategic planning, team leadership, and contract negotiations, with a focus on developing tailored strategies for clients. Demonstrated success in overseeing operations and implementing effective business plans in dynamic environments.
Overview
32
32
years of professional experience
Work History
Client Director Coding Integration
Ensemble
Bixby, Oklahoma
08.2024 - 10.2025
- Developed client relationships through effective communication and personalized service strategies.
- Collaborated with cross-functional teams to enhance client satisfaction and experience.
- Prepared detailed reports on client interactions and project progress for internal review.
- Prepared presentations for clients outlining project objectives and deliverables.
- Ensured compliance with industry standards and regulations related to client services.
- Identified areas of improvement in processes related to client management.
- Managed relationships with key stakeholders and clients.
- Developed strategies for optimizing customer satisfaction levels.
- Reviewed, analyzed, and interpreted data from client surveys and feedback forms.
- Conducted regular meetings with clients to discuss progress and address any issues or concerns.
- Resolved conflicts between internal teams and external customers.
- Organized training sessions for staff on proper procedures when interacting with customers.
- Created detailed reports on clients' performance metrics.
- Coordinated activities with other departments to expedite work and improve collaboration.
- Partnered with staff to create professional development plans to support personal and business growth.
- Monitored industry trends to identify opportunities for expansion and innovation.
- Led change management efforts to adapt to market shifts and organizational needs.
- Implemented new technologies to streamline processes and enhance productivity.
- Directed operations to improve efficiency and increase profit margins.
- Managed crisis situations to minimize impact on operations and reputation.
- Enhanced customer satisfaction through the development of service improvement initiatives.
- Analyzed data to inform decision-making and strategic direction.
- Represented the organization at industry events, conferences, and public meetings.
- Oversaw strategic planning and implementation to ensure organizational goals were met.
- Resolved customer complaints regarding sales and service.
- Coordinated Daily Field Reports (DFRs) and distributed to clients.
Sr Business Analyst Manager
Gainwell Technologies
04.2022 - 11.2023
- Created detailed user stories for system enhancements, leading to improved functionality and user satisfaction.
- Facilitated requirement gathering workshops, resulting in clear project objectives and deliverables.
- Conducted stakeholder interviews to understand user needs and preferences.
- Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
Product Development Manager
Optum Technology - United Healthcare Entity
01.2018 - 04.2022
- Developed robust testing solution to allow for testing of all configuration in place and for future testing to assure design is being implemented properly
- Oversaw development of more than 7-10 renewals with significant changes or new products each year.
- Analyzed, collaborated, and responded to 22 RFP requests for new State contracts during my time on this team.
- These responses were over many areas of expertise including but not limited to enrollment, finance, provider, benefit configuration, and reporting (Medicare and Medicaid defined Hedis reporting).
- Cultivated valuable relationships with external partners including Government appointed officials, contractors and other vendors working for successful launches.
- Implemented change control, configuration status accounting and configuration audits.
- Created and maintained version description documents and worked with version control library.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Met with clients, delivering presentations, and educating on product and service features and offerings.
Community and State Performance Excellence Manager
United Health Group
01.2008 - 12.2017
- Served as Internal Account Manager working closely with External Account Managers (CEO/COO), Compliance, and UHG Partners to understand and implement and meet State Requirements.
- Provided collaboration as benefit configuration expert and provider network expertise to help reconcile provider ledgers for State client
- Attended Provider community meetings to help educate providers on their contracts on behalf of State
- Managed up to twenty-five benefit configuration analysts to ensure multiple client initiatives are set up in Facets correctly and efficiently
- Project management of implementation of new clients including preparing documentation and reporting for leadership on progress of all initiatives ongoing
- Creation of training process documents to assist new hires and existing employees to get familiar with configuration
- Coordinated efforts for large conversion implementation project for platform consolidation
- Identified and mitigated potential risks associated with implementing new technologies or processes within organization's Health IT environment.
- Achieved compliance with industry regulations, such as HIPAA, by conducting regular audits and addressing identified gaps promptly.
- Spearheaded innovative projects that leveraged emerging technologies to enhance delivery of healthcare services.
- Fostered strong relationships with stakeholders at various levels within organization to gain buy-in on crucial decisions affecting technology infrastructure.
- Promoted culture of continuous improvement within Health IT department through staff development initiatives and performance evaluations.
- Continuously assessed performance of existing systems, leading optimization efforts where necessary in order to maintain high levels of efficiency and effectiveness.
- Managed and motivated employees to be productive and engaged in work.
Technical Manager
FiservHealth- United Healthcare Entity
01.1994 - 12.2007
- Managed multiple teams including financial, auditing, benefit and provider configuration, provider coordination, re-pricing, and eligibility
- Ensured that performance guarantees, deadlines, quality standards, and client expectation are met
- Coordinated with external office to test and implement large projects for company and client
- Served as liaison between client and staff, earning respect and confidence through open communication and consistent results
- Coordinated management of large client plan coding changes, fee schedule updates, and eligibility file analysis and load
- Contributed to large client conversion to new eligibility system
- Organized implementation of plan coding, eligibility, provider fee schedules, and authorization file loads for multiple small clients for Oklahoma office
- Successfully delivered multiple high-profile projects on time, ensuring client satisfaction and fostering long-term relationships.
- Coordinated file transfers and auditing of files for banking, eligibility, and external repricing vendors.
- Streamlined project processes by implementing agile methodologies, resulting in increased efficiency and faster completion times.
- Enhanced team performance by conducting regular training sessions and providing opportunities for professional development Coordinated with other departments effectively, integrating technical requirements into broader organizational goals seamlessly
Education
Associate of Science in General Education and Emphasis on Business Management -
University of Central Oklahoma
Edmond, OK01-1998
Skills
- Forecasting and planning
- Operations analysis
- Technology architecture
- Business process improvement
- Process development
- Agile methodology
- User acceptance testing
- Cost-benefit analysis
- Business administration
- Data warehousing
- Process mapping
- Requirements gathering
- Product development
- Microsoft Office Suite
- Staff management
- Gap analysis
- Customer needs assessment
- Strategic planning
- Internal auditing
- Workflow analysis
- Technical writing
- Software development lifecycle
- Effective communication
- Team collaboration
- Data analysis
- Customer relationship management
- Project management
- Stakeholder engagement
- Process improvement
- Compliance awareness
- Presentation skills
- Relationship management
- Rules and regulations
- Decision-making
- Legal and regulatory compliance
- Content development
- Staff development
- Contract management
- Organizational development
- Employee development
- Task delegation
- Crisis management
- Corporate communications
- Issues resolution
Volunteer Experience
- Vice President, Norman Athletic Association Board, Norman, Oklahoma, Help coaches, booster clubs, parents and student athletes understand how they can come together and make a difference in the community. Provide recognition for Student Athletes throughout the school year, organize large fundraising events, and provide letter Jackets and scholarship funds for the athletes of Norman, Oklahoma.
- School Booster Clubs, Active involvement in the School Booster Clubs of my children's schools and participation in the school board to address community concerns.
References
References available upon request.
Timeline
Client Director Coding Integration
Ensemble
08.2024 - 10.2025
Sr Business Analyst Manager
Gainwell Technologies
04.2022 - 11.2023
Product Development Manager
Optum Technology - United Healthcare Entity
01.2018 - 04.2022
Community and State Performance Excellence Manager
United Health Group
01.2008 - 12.2017
Technical Manager
FiservHealth- United Healthcare Entity
01.1994 - 12.2007
Associate of Science in General Education and Emphasis on Business Management -
University of Central Oklahoma