Laura Lowery
Zelis
Inwood,West Virginia
16
years of professional experience
Delivered provider outreach, customer service, and cross-functional support to healthcare providers through relationship management, complex inquiry resolution, training facilitation, and claims and performance analysis.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Experienced with data intake processes, ensuring seamless data entry and management. Utilizes analytical skills to maintain data accuracy and integrity. Knowledge of team collaboration and achieving organizational goals.
Work History
Provider Outreach Coordinator
3 Years 4 Months- Managed and updated high-volume healthcare provider information within the provider portal, accurately entering updated medical, demographic, and provider data while maintaining a 100% accuracy rate with no reported data-entry errors.
- Maintained and updated spreadsheets used to track provider information, outreach activity, documentation, and operational data while ensuring records remained complete, organized, and current.
- Managed relationships with 100+ physicians, clinics, hospitals, and healthcare providers, responding to inquiries, researching account concerns, and providing timely support.
- Organized and facilitated provider training on services, policies, and procedures, contributing to a 20% improvement in provider compliance and satisfaction.
- Audited completed work and assigned tasks to offshore team members while monitoring data accuracy, quality, productivity, and timely completion of deliverables.
- Managed two high-volume email inboxes while coordinating provider requests, updating records, researching discrepancies, and communicating with internal teams to ensure accurate and timely resolution.
Customer Service Representative
10 Years 1 Month- Handled 100+ inbound customer calls daily in a high-volume remote environment while maintaining approximately 95% customer satisfaction.
- Resolved account, service, and customer inquiries accurately, contributing to a 30% increase in first-call resolution.
- Coordinated with cross-functional teams to research customer concerns, resolve complex issues, and maintain continuity of service.
- Maintained accurate customer information and documented interactions to support timely follow-up, account management, and issue resolution.
- Conducted instructor-led nutrition and fitness classes while providing customer education, answering questions, and helping participants work toward personal wellness goals.
Math Intervention Tutor
7 Years 2 Months- Assessed student strengths, learning gaps, and academic needs to develop targeted lesson plans that improved math fluency by approximately 25%.
- Designed and delivered individualized math instruction that resulted in measurable academic improvement among approximately 80% of tutored students.
- Provided specialized instructional support to students with diverse learning needs while maintaining an inclusive and supportive learning environment.
- Monitored student progress and adjusted instructional strategies based on academic performance, learning needs, and classroom outcomes.
- Collaborated with school personnel to support student achievement, strengthen intervention efforts, and maintain consistency in instructional goals.
Bus Aide
1 Year 4 Months- Supported student safety during transportation by monitoring behavior, assisting with boarding and exiting, and maintaining an organized transit environment.
- Assisted students with special needs throughout daily transportation routines while providing patient and individualized support.
- Communicated student needs and transportation concerns to appropriate school and transportation personnel.
- Helped maintain consistent safety procedures while supporting efficient daily bus operations.
- Responded to student needs and unexpected situations calmly and professionally while prioritizing safety and well-being.
Substitute Teacher
4 Years 1 Month- Managed classrooms of 20+ students while maintaining order, engagement, and continuity of instruction in the absence of regular classroom teachers.
- Implemented established lesson plans and classroom activities while ensuring students remained focused on assigned learning objectives.
- Adapted quickly to different grade levels, classroom environments, student needs, and instructional expectations.
- Maintained classroom discipline and addressed student concerns using clear communication and appropriate problem-solving techniques.
- Coordinated with teachers and school staff to document classroom progress, student concerns, and completion of assigned instructional activities.
Education
Board of Governor's Degree - Elementary Education
Skills
Positive provider relations through prompt response to inquiries and professional communication.
Improved healthcare customer support through service guidance and account assistance.
Strong customer issue resolution through careful review of concerns and timely follow-up.
Accurate claims utilization support through record checks and correct information routing.
Consistent regulatory compliance through required procedures and reporting standards.
Effective training and education support through materials guidance and process walkthroughs.
Clear performance reporting through metric tracking and data organization.
Higher customer satisfaction through concern resolution and request follow-through.
Reliable records and reporting through data entry and analysis.
Accurate insurance billing through information verification and submission preparation.
Teamwork
Teamwork and collaboration
Time management
Timeline
Provider Outreach Coordinator
Zelis
06.2022 - 10.2025Read More
Math Intervention Tutor
Washington County Public Schools
01.2015 - 03.2022Read More
Bus Aide
Frederick County Public Schools
09.2013 - 01.2015Read More
Customer Service Representative
Weight Watchers
04.2012 - 05.2022Read More
Substitute Teacher
Frederick County Public Schools
08.2009 - 09.2013Read More
Blue Ridge Community & Technical College
Board of Governor's Degree from Elementary Education
Read More