Lacey Spurlin
Indianapolis,IN
Summary
Results driven leader with a background, spanning Operational Leadership, Data Analytics, and Industrial Engineering. Experienced in leading teams, optimizing workforce and business processes, implementing standardized and scalable solutions, and partnering with stakeholders to turn complex operational challenges into data-driven strategies. Brings a strong focus on innovation, leveraging AI and enterprise technology to automate work, strengthen employee development and onboarding, and drive continuous improvement.
Overview
20
20
years of professional experience
Work History
Manager, Industrial Engineering
UnitedHealthcare/ Optum
05.2022 - Current
- Lead a team of 5 Industrial Engineers managing initiatives annually across workforce planning, operational efficiency, reporting, and process improvement.
- Direct time studies and process-improvement analyses, identifying +$300k in annualized savings, capacity, and/or FTE opportunities.
- Partner with operational and senior leadership groups to transform complex business challenges into analytical solutions and measurable process improvements.
- Champion Microsoft Copilot and Al-enabled workflows, developing use cases that reduce repetitive analytical and administrative work.
- Standardize operational processes through SOPs, process maps, analytical tools, and reporting improvements, reducing cycle time/manual effort and increasing consistency across business areas.
Designed and implemented a scalable, technology-enabled onboarding program that standardized new-hire training, centralized learning resources, and reduced dependency on one-on-one instruction, enabling employees to independently work through training plans.
Director of Claims
SIHO Insurance Services
03.2020 - Current
- Assisted in new Medicare Advantage product implementation and development of processes.
- Effectively oversee Claims and Claims Services Departments consisting of 31 individuals, including Claims Analysts, Claims Services Specialists, Supervisors and Manager.
- Summarize results, identify opportunities for efficiency and improvements in order to make recommendations to Executive Team.
- Ensure departmental quality standards are upheld and claims are processed consistent with client and corporate policies, procedures, best practices and regulations.
- Compiled documentation and prepared Control Activities for SOC 1 Audit.
- Created Training and Onboarding Program for new hires.
Director of Claims Services
SIHO Insurance Services
03.2016 - 03.2020
- Managed inventory for Electronic, Keyed from Image (KFI), and Repricing claims to ensure 3- day turnaround time.
- Implemented audit program to guarantee quality of work.
- Reduced KFI inventory by 94% and Repriced Claims inventory by 82% by implementing standardized procedures and allocating resources.
- Presented departmental updates to Senior Staff team on regular basis.
Manager of Fully Insured Product
SIHO Insurance Services
03.2015 - 03.2016
- Created processes for client’s new product, resulting in implementation of 75 fully insured groups- with over 4,000 members.
- Participated in Rapid Process Improvement Initiative with client to enhance and create lean processes for all commercial group implementations.
- Cultivated project timelines, documentation, processes and updates to develop and manage implementations.
Manager of Eligibility and COBRA
SIHO Insurance Services
03.2014 - 03.2015
- Established audit processes to decrease manual errors and increase quality.
- Enhanced eligibility and COBRA files to allow automation into system, resulting in less time spent on processes and reduced chance of manual error.
- Worked with Client and Health Exchange platform vendor to implement new on- and off-exchange product, resulting in over 10,000 subscribers.
- Assisted in converting to new claims processing system.
Staff Accountant
SIHO Insurance Services
02.2013 - 03.2014
- Reconciled over 70 company and external client cash accounts on monthly basis.
- Uploaded daily check runs into vendor system to print checks, RAs, and EOBs.
- Posted journal entries in financial software and imported weekly billings from Excel file.
Office Manager
Sunshine Designs
05.2010 - 02.2013
- Produced and maintained thorough logs of project progress, conditions, and site attendance.
- Operated QuickBooks software that controlled payroll, accounts receivable, and accounts payable.
- Implemented new contacts and billing process to increase efficiency.
Administrative Assistant
CCI Roofing
05.2006 - 05.2010
- Operated QuickBooks software that controlled payroll, accounts receivable, and accounts payable.
- Implemented new estimating system, allowing Sales to turn estimates around quicker.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Education
Bachelor of Science - Business Management
Indiana University- Purdue University
Columbus, IN05.2012
High School Diploma -
Columbus North High School
Columbus, IN05.2006
Skills
Data Analytics Leadership
Employee Development
Strategic Planning
Stakeholder Management
Executive Communication
Coaching & Mentoring
Change Management
Data Analysis & Insights
Operational Analytics
Process Improvement/ Optimization
Performance Management
SOP Development
Training & Onboarding
Microsoft Copilot
AI Adoption & Enablement
Microsoft Excel
Planning and Organization
Process implementation
Budget forecasting
Financial analysis and reporting
Human resources knowledge
Relationship building and management
Account management
Insurance industry experience
Claims investigation and research
Policies and procedures
Strategic planning
Staff Management
Software
MS Office
, 5, Excellent,HSP Claims Processing Suite
, 5, Excellent,Quickbooks Pro
, 4, Very Good,Roof-CAD
, 3, GoodPersonal Information
Title: Director Of Claims
Timeline
Manager, Industrial Engineering
UnitedHealthcare/ Optum
05.2022 - Current
Director of Claims
SIHO Insurance Services
03.2020 - Current
Director of Claims Services
SIHO Insurance Services
03.2016 - 03.2020
Manager of Fully Insured Product
SIHO Insurance Services
03.2015 - 03.2016
Manager of Eligibility and COBRA
SIHO Insurance Services
03.2014 - 03.2015
Staff Accountant
SIHO Insurance Services
02.2013 - 03.2014
Office Manager
Sunshine Designs
05.2010 - 02.2013
Administrative Assistant
CCI Roofing
05.2006 - 05.2010
High School Diploma -
Columbus North High School
Bachelor of Science - Business Management
Indiana University- Purdue University