Lauren E. Curtis
Riverview
Summary
Diligent Contract Manager experienced in managing contracts and ensuring compliance. Adept at fostering strong relationships with clients and vendors to ensure service providers are meeting requirements and rendering services per the master contract. Demonstrated ability to streamline processes and mitigate risks through effective contract management and communication skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Contract Manager
Senior Connection Center
12.2023 - Current
- Manage contracts for five nonprofit service providers, ensuring compliance with State General Revenue, Older Americans Act, and American Rescue Plan funding requirements.
- Oversee provider performance and review programmatic and fiscal documentation and reporting to support billing and ensure alignment with state and federal guidelines.
- Conduct ongoing monitoring, quality assurance reviews, and corrective action follow-ups to maintain program integrity.
- Collaborate with agency leadership and provider organizations to resolve issues, clarify funding rules, and support successful service delivery.
- Analyze provider budgets, service utilization, and reimbursement requests to ensure accuracy and adherence to contract terms.
- Train case managers and leadership on programmatic requirements for rendering services, as well as invoicing. Train staff on Department of Elder Affairs, Notices of Instructions, and Adult Protective Services requirements.
- Run the Priority Rank for APCL Clients report to identify and release clients based on their priority score for enrollment into the appropriate program(s).
- Manages eCIRTS data through quality assurance reporting and practices to identify risks or issues.
- Determine whether or not any findings or recommendations are appropriate through a desk and in-person review during a given monitoring period for each five (5) providers assigned.
- Prepare and send completed provider monitoring reports to Senior Connection Center and the assigned provider’s Board.
- Quality Assurance visits and calls to congregate meal sites, adult day cares, and to observe in-home services rendered.
- Helped spearhead EHEAP program transition from Legacy CIRTS to eCIRTS through attending DOEA Townhall meetings and providing in-person, virtual, and phone trainings to service providers in the Planning and Service Area six (6).
- Promoted
Information & Referral Specialist
Senior Connection Center
10.2022 - 12.2023
- Answered live Elder Helpline calls, providing accurate information, resources, and referrals for agency and community services.
- Scheduled telephone assessments for in-home services and guided consumers through available programs and resources.
- Collected and documented detailed demographic and call information to maintain accurate records and support audit readiness.
- Handled Special Referrals from the Attorney General’s Office, Department of Elder Affairs, and more by assessing needs, identifying appropriate resources, and providing timely updates to the I&R Coordinator and Manager.
- Conducted follow-up calls to confirm completed screenings, reschedule missed assessments, and ensure consumers successfully connected with recommended services.
- Demonstrated strong active-listening and empathetic communication skills during sensitive or complex calls, helping consumers clarify needs and access appropriate support.
- Identified situations requiring APS reports or wellness checks and completed documentation as needed.
- Maintained HIPAA-compliant workspace and monitored email, calendar, and communication channels for updates and task coordination.
- Managed challenging or emotional calls with professionalism by matching tone, de-escalating concerns, and guiding conversations effectively.
Liberty Dental Customer Care Associate
Liberty Dental – Wipro/Health Plan Services
09.2020 - 10.2022
- Answered high volume calls from members regarding dental insurance.
- Scheduled and processed premium payments.
- Assist members with billing inquiries.
- Made outbound calls to assist members in more complex escalation packages.
- Assisted with 401 Hold Reports and releasing payments when appropriate.
- Reinstated policies when appropriate for members to be able to receive continued care after thorough research of policy’s reason behind termination.
- Assisted new hires by providing work flow notes/charts as an example of how to successfully serve member’s needs.
- Took control as an acting supervisor in Business Chat when leadership was absent.
Hillsborough County Substitute Teacher
Kelly Educational Staffing
02.2020 - 08.2020
- Carried out daily lesson planning and provided instructional teaching during an instructor’s absence.
Targeted Mental Health Case Manager
Puzzle Pieces Support Services
04.2019 - 10.2019
- Assessed consumers for Targeted Mental Health Case Management Services.
Social Services Case Manager
Hillsborough County
12.2018 - 03.2019
- Determine whether or not customers were eligible for Home Energy, Crisis, water, or rent services based off of previous service history and grant requirements and completed LIHEAP/EHEAP, and General Assistance applications for each eligible customer.
Intake and Assessment Case Manager
Dawning Family Services (formerly Alpha House of Tampa)
04.2015 - 11.2018
- Screened and assessed all clients for eligibility for program entry and processed move-ins and intake documentation for enrolled clients.
Education
Bachelor of Science - Criminology
University of Lunchburg
Lynchburg, VA05-2013
Skills
- Compliance
- Dispute resolution
- Procurement management
- Terms and conditions writing
- Contract administration
- Attention to detail
- Report writing
- Records and database management
- Planning and prioritization
- Analytical thinking
- Vendor relationships
- Process development
- Service quality standards
- Document review
- Regulatory compliance
- Critical thinking
- Training and orientation
- Customer satisfaction evaluation
- Problem-solving
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Conflict resolution
Certification
- 701(B) Certification
- Certificate in Effective Presentations through Nonprofit Leadership Center
- Certificate in Alzheimer’s/Dementia and Audiology workshop
- Created Monitoring Tracking Tools and Reports for reviewer efficiency
- Created Provider Overview template utilized for CEO, Board, and staff purposes
Timeline
Contract Manager
Senior Connection Center
12.2023 - Current
Information & Referral Specialist
Senior Connection Center
10.2022 - 12.2023
Liberty Dental Customer Care Associate
Liberty Dental – Wipro/Health Plan Services
09.2020 - 10.2022
Hillsborough County Substitute Teacher
Kelly Educational Staffing
02.2020 - 08.2020
Targeted Mental Health Case Manager
Puzzle Pieces Support Services
04.2019 - 10.2019
Social Services Case Manager
Hillsborough County
12.2018 - 03.2019
Intake and Assessment Case Manager
Dawning Family Services (formerly Alpha House of Tampa)
04.2015 - 11.2018
Bachelor of Science - Criminology
University of Lunchburg