Laura Mennona

As part of the Member Services team within Customer Experience, the Plan Operations team owns specialized processes that require close collaboration with finance, legal, product, and other internal teams. Plan Operations has five different teams that each specialize in different key processes that support and enable the Member Claims team and broader CX organization. The five Plan Ops teams are: Plan Partners, Plan Payments, Plan Policies, Plan Structure & Launch, and Systems

As part of the Plan Operations team within Customer Experience, the Plan Structure & Launch team is responsible for building and maintaining Collective Health's core claims logic and system while implementing our clients' health benefit plans onto the Collective Health platform as well as owning and further developing key processes that support and enable the Member Claims team.

Support the execution of the day-to-day operations of our medical plans, including but not limited to:
Researching & responding to member inquiries related to your team's area of expertise
Coordinating with relevant external and internal departments on key team initiatives
Acting as the subject matter expert across multiple domains
Own & apply a scalability lens to several key areas within your team's domains of expertise
Build (and/or work with the development team to build) internal tools to improve processes as we identify and fix problems

Collaborate cross-functionally with Member Claims, Product, Analytics, Development, Legal, Clinical, and Client Success teams to delight our customers

When business needs arise, assist with work from other Plan Operations teams

• Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
• Checked patient vitals such as temperature, blood pressure and blood sugar levels.
• Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
• Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
• Supported ambulation and physical therapy needs by conducting planned exercise routines.
• Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
• Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
• Obtained client medical history, medication information, symptoms and allergies.
• Cared for residents in assisted living facility and delivered high-quality support to meet needs.

• Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
• Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
• Oversaw and maintained patients' rooms, group living areas and nurse stations.
• Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
• Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
• Conferred with multidisciplinary healthcare team to help effectively manage patient conditions with regular testing and vitals assessments.
• Participated in fun group activities with patients to boost mood, improve overall memory and provide light entertainment.
• Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
• Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
• Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.
• Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
• Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
• Facilitated personal hygiene management, feeding and ambulation.
• Transported patients between rooms and appointments or testing locations.

• Delivered engaging and polished presentations to build connections with potential customers and distinguish business from competitors.
• Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
• Developed pipeline to monitor sales progress and boost company revenue.
• Facilitated client satisfaction and renewed customer relations to drive growth.
• Developed innovative and creative sales pitches to expand prospect understanding of company.
• Devised strategies to perform at required goal level and achieve monthly quota.
• Recommended brand products to customers to encourage repeat purchases and foster customer loyalty.
• Researched emerging industry trends, applications and concepts to enhance products and services.
• Set clear sales goals to identify activities and behaviors to advance sales process and close deals.

• Provided customers with information regarding product benefits and features.
• Welcomed customers to store and assessed needs in relation to electronic goods.
• Indulged in upselling endeavors to increase revenue.
• Walked customers through buying procedure to complete smooth payment processes.
• Created inviting environment for customers by maintaining store organization and cleanliness.
• Maintained up-to-date knowledge of store sales, payment policies and security standards.
• Provided exceptional services and pleasant shopping experiences to retail customers.
• Built customer loyalty and retention by delivering excellent shopping experiences.
• Answered customer questions about products and services, helped locate merchandise and promoted key items.