Lauren Workman
Dayton,OH
Summary
Results-driven professional with comprehensive experience in account management, focusing on building strong client relationships and driving business growth. Adept at negotiating contracts, resolving client issues, and aligning services with client needs. Proven success in fostering team collaboration and adapting to dynamic environments, showcasing excellent communication and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Provider Relations Account Manager
CareSource
230 North Main St Dayton, Oh 45402
12.2024 - Current
- Cultivated and sustained robust relationships with healthcare networks through consistent on-site visits and monthly operational meetings.
- Facilitated resolution of intricate provider escalations and billing disputes by analyzing and addressing provider rebuttals.
- Delivered comprehensive training to providers to ensure understanding of administrative updates and system modifications.
- Prioritized overall provider satisfaction through the reduction of administrative burdens and identification of systemic operational enhancements.
- Analyzed account performance metrics to identify areas for improvement and growth opportunities.
- Developed tailored service proposals that addressed unique provider challenges and objectives.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about reducing aged claim inventory.
Operational Excellence Analyst II
CareSource
230 North Main Street Dayton, Oh 45402
07.2022 - 12.2024
- Identified and assessed data trends to facilitate process optimization in enrollment department.
- Engaged with cross-functional teams to refine reporting methodologies and enhance overall data integrity.
- Implemented and upheld audit frameworks in SharePoint, ensuring clear visualization of critical performance metrics.
- Executed in-depth research on industry best practices to enhance strategic decision-making processes.
- Evaluated extensive datasets to uncover trends and drive strategic initiatives.
- Drafted detailed reports outlining findings and strategic recommendations to enhance enrollment processes.
- Facilitated training opportunities for team members to enhance skills and performance in daily operations.
- Executed data extraction and upload processes for monthly audit compliance.
Operational Excellence Analyst I
CareSource
230 North Main Street Dayton, Oh 45402
07.2019 - 07.2022
- Interpreted data trends to facilitate informed decision-making and boost overall operational effectiveness.
- Crafted comprehensive reports to convey insights and recommendations to enrollment department.
- Coordinated efforts with cross-functional teams to optimize processes and elevate service quality.
- Executed detailed assessments to identify areas for program improvement, ensuring optimal performance.
- Coordinated efforts with diverse teams to optimize workflows and drive operational improvements.
- Developed and implemented reporting tools to enhance data accuracy and accessibility.
- Mentored other analysts, providing guidance on best practices and analytical techniques.
- Managed project timelines effectively, ensuring deliverables were met according to reporting deadlines.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Enhanced team collaboration to support project objectives by articulating complex findings through detailed process documentation and effective job aids.
Enrollment Specialist
CareSource
230 North Main Street Dayton, Oh 45402
02.2018 - 02.2019
- Facilitated enrollment processes, ensuring compliance with regulatory requirements and organizational policies.
- Collaborated with cross-functional teams to enhance member experiences and streamline communication.
- Analyzed data trends to identify opportunities for process improvements in enrollment workflows.
- Provided training and mentorship to new staff on best practices.
- Streamlined application workflows, reducing processing time for member enrollments and renewals.
- Collaborated with cross-functional teams to align enrollment strategies with organizational goals and objectives.
- Updated, entered, and reviewed member data.
- Enhanced team productivity through effective time management and prioritization techniques during peak enrollment periods.
- Streamlined communication channels between agents and member services, fostering collaboration with other departments throughout the enrollment process.
Customer Care Advocate III
CareSource
230 North Main Street Dayton, Oh 45402
07.2017 - 02.2019
- Addressed customer escalation inquiries through effective communication, fostering enhanced satisfaction.
- Coordinated efforts with cross-functional teams to optimize service processes, resulting in improved efficiency and response times.
- Guided new employees in effective customer engagement techniques, cultivating a supportive and cohesive team atmosphere.
- Evaluated feedback data to uncover trends that enhance service delivery and customer experience.
- Developed comprehensive knowledge of CareSource programs to provide accurate support and resources to members.
- Led initiatives to enhance training materials, ensuring consistency in information provided across member support channels.
- Used effective time management strategies to handle fluctuating workloads without sacrificing quality or accuracy.
- Collaborated with team members to achieve shared goals in improving overall member experience.
- Contributed to process improvements by offering valuable input during team meetings and brainstorming sessions.
Customer Care Advocate
CareSource
230 North Main Street Dayton, Oh 45402
04.2015 - 07.2017
- Resolved member inquiries through effective communication and problem-solving techniques.
- Developed and implemented feedback systems aimed at enhancing member satisfaction and service excellence.
- Engaged with cross-functional teams to identify and implement process improvements for superior service outcomes.
- Led initiatives aimed at reducing response times and increasing resolution rates for member issues.
- Maintained high levels of member retention with proactive outreach initiatives.
- Managed multiple priorities under tight deadlines while remaining calm under pressure and delivering excellent results consistently.
- Participated in ongoing training opportunities to expand skillset and stay current on best practices for delivering superior support.
- Assisted in the development of training materials for new hires to ensure consistent quality across the team.
- Navigated multiple computer systems and applications to find information.
- Helped large volume of members every day with positive attitude and focus on customer satisfaction.
Education
High School Diploma -
Beechcroft Senior Highschool
Columbus, OH05-2003
Skills
- Customer service
- Teamwork and collaboration
- Account oversight
- Issue resolution
- Networking skills
- Team Training
- Goals and performance
- Documentation and reporting
- Project management
- Strategic planning
- Goal oriented
- Relationship building and management
Timeline
Provider Relations Account Manager
CareSource
12.2024 - Current
Operational Excellence Analyst II
CareSource
07.2022 - 12.2024
Operational Excellence Analyst I
CareSource
07.2019 - 07.2022
Enrollment Specialist
CareSource
02.2018 - 02.2019
Customer Care Advocate III
CareSource
07.2017 - 02.2019
Customer Care Advocate
CareSource
04.2015 - 07.2017
High School Diploma -
Beechcroft Senior Highschool