Lauren Schiappa
Clarence,NY
Summary
Professional in client success management, prepared to drive impactful results. Skilled in customer relationship management, strategic planning, and team leadership. Focused on fostering collaboration and adapting to evolving needs. Reliable, results-driven, and adept at aligning client objectives with business goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Manager of Client Success
Univera Healthcare
Buffalo, NY
08.2023 - Current
- Developed and implemented strategies to enhance client satisfaction and retention rates.
- Fostered collaboration between cross-functional teams to address client needs effectively.
- Mentored team members, enhancing overall performance and professional growth within the department.
- Streamlined processes for client communication, improving response times and service delivery efficiency.
- Managed relationships with executive sponsors and key client team members at required levels in organization.
Concierge Sales Relations Specialist
Univera Healthcare
Buffalo, NY
07.2021 - 08.2023
- Support all group funding arrangements – Community Rated, Experienced Rated, and Self-Funded
- Delivered comprehensive concierge support to enhance collaboration among business partners.
- Oversaw project management and developed comprehensive desk-level procedures and processes.
- Guided and trained account service consultant team to enhance performance and service delivery.
- Resolved complex claim benefit and billing inquiries with precision and efficiency.
- Crafted and deployed specialized programs, focusing on group-specific needs.
- Assist in the new group onboarding process to ensure seamless transition for new members
Account Service Consultant II
Univera Healthcare
Buffalo, NY
10.2018 - 06.2021
- Support all group funding arrangements – Community Rated, Experienced Rated, and Self-Funded
- Work directly with Brokers and Group Administrators to provide prompt and accurate customer service
- Maintain personal Healthy New York book of business
- Implement new groups and maintain/ process renewal group paperwork
- Handle membership changes, billing inquiries, and claim questions for groups, brokers, and members
- Assists with on-the-job training of new Account Service Consultants
- Account Service Consultant Top Performer - 2019 , 2020 , 2021
Education
Associate of Applied Science -
Erie Community College
Buffalo, NY, United States01-2013
Skills
- Proficient in Microsoft Office Suite
- Competent in Facets, Siebel, Cognos, and Stepwise
- Strong knowledge base in claims processing, NYS mandates, membership, and billing guidelines
- Remarkable customer service and telephone competence
- Skilled in prioritizing tasks
- Creative thinking and problem-solving techniques
- Exceptional communication and interpersonal skills with both brokers, customers, and colleagues
- Consistent and diligent collaborator
- Quick to acquire new skills and manage tasks
Certification
NYS Life Accident and Health License
Timeline
Manager of Client Success
Univera Healthcare
08.2023 - Current
Concierge Sales Relations Specialist
Univera Healthcare
07.2021 - 08.2023
Account Service Consultant II
Univera Healthcare
10.2018 - 06.2021
Associate of Applied Science -
Erie Community College