Summary
Overview
Work History
Education
Skills
Additional Information
Work Availability
Timeline
BusinessAnalyst
Laurie Stratton

Laurie Stratton

Chandler,Arizona

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Proficient in Medicare Part D (PDP), MAPD and extensive knowledge of Medicare Guidance.

Overview

20
20
years of professional experience

Work History

Associate Manager

CVS/Aetna
11.2014 - 03.2023
  • Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction
  • Supervised day-to-day operations to meet performance, quality and service expectations
  • Made hiring recommendations to increase company's productivity and profitability with quality workers
  • Mentored and supported 15 grievance coordinators dedicated to researching/resolving member grievances to create a strong workplace culture
  • Oversaw training and onboarding process for all newly hired employees within the Grievance & Appeals Department
  • Increased employee performance and job satisfaction to strengthen retention and engagement
  • Monitor Daily, Weekly, Monthly and Quarterly reports to identify coordinator case handling errors and ensure caseworkers are meeting performance expectations
  • Manage team inventory to ensure compliance with Medicare guidance
  • Conduct monthly performance meetings with all team members; track and provide monthly performance statistics
  • Recognize and track audit trends and conduct individual mentoring
  • Stay up to date on current CMS regulations
  • Perform root cause analysis for untimely case resolution and provide timely coaching when necessary
  • Participate in Internal Audits and CMS audits
  • Have oversight of each employees' Case Review Return percentage monthly and intervene to mentor and/or take the necessary performance management steps when needed
  • Handle complex cases as needed
  • Participate in end of year performance discussions, merit, and bonus decisions
  • Assist new employees with mentoring and continued training
  • Review updates to workflows and job aids with team to ensure proper procedures are being followed

Owner

A Little Magick Bath & Beauty Products
01.2009 - 09.2015
  • Worked with marketing teams to create print and online advertisements to bring in new customers.
  • Managed day-to-day business operations.
  • Established, optimized and enforced business policies to maintain consistency across industry operations.
  • Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Used knowledge of market trends to create value-added solutions resulting in significant increase in revenues.
  • Conducted target market research to discover customer needs and analyze competitor trends.
  • Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.

Paralegal

Jones Skelton & Hochuli
09.2003 - 03.2011
  • Managed exhibits, evidence and data related to personal injury legal proceedings
  • Offered tech support to 6-10 attorneys
  • Assisted attorneys with reviewing and organizing witness reports
  • Used spreadsheets to track data and calculate information such as potential damages
  • Revised and finalized letters, briefs, and memos
  • Completed electronic court filings at state and federal levels
  • Produced legal documents such as briefs, pleadings and appeals
  • Maintained litigation database and document organization for 80-100 active litigation files
  • Prepared, indexed and developed trial exhibits and maintained document databases
  • Interviewed clients and witnesses to obtain information relevant to cases
  • Researched and analyzed legal issues and cases to provide accurate advice to clients
  • Wrote and filed pleadings in state and federal court on schedule to maximize case success
  • Created visual displays such as timelines, graphs and PowerPoint slides to explain complex concepts during trial
  • Worked with witnesses to testify under oath at court hearings
  • Produced documents and created audio and visual media for presentation
  • Developed polished motions and briefs to support litigation processes and court proceedings
  • Attended court hearings and depositions to take notes and document proceedings
  • Organized evidence, exhibits, motions and subpoenas to support cases and prepare for trial
  • Constant contact with clients, adjusters, witnesses and experts and discuss progress of cases
  • Collaborated with attorneys to develop strategies for each case
  • Researched statutes, decisions, legal articles, and codes

Education

GED -

Powell Senior High School
Powell WY

Paralegal Certification - Legal

University of Wyoming
Laramie, WY
09.2002

Skills

  • Results Analysis
  • Administration and Reporting
  • Operations Management
  • Departmental Management
  • Escalation Management
  • Employee Coaching and Mentoring
  • Communications Management
  • Presentations
  • Department Oversight
  • Team Management Experience
  • Plan Projects
  • Performance Tracking and Evaluations

Additional Information

Proficient in the following programs:

* Microsoft Office including Outlook, MS Teams, and excel

* PeopleSafe

* MedHOK

* MS Word

* GPS

* Market Prominence

* Verint

* QuickBase

* ODM

* O'Neil/OneClick

* Avaya

* RxClaims

* MaRx

* PowerPoint

* Typing: 100+ wpm

* Member relations

* Excellent customer service skills

* Supervised case review (the final review process before a grievance can be closed)

* Proficient in identifying cases resolved on initial grievance call (First Call Resolution)

* Supervised Access to Care team to aid members who were low on medication

* Supervised Triage/Intake Team

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Associate Manager

CVS/Aetna
11.2014 - 03.2023

Owner

A Little Magick Bath & Beauty Products
01.2009 - 09.2015

Paralegal

Jones Skelton & Hochuli
09.2003 - 03.2011

GED -

Powell Senior High School

Paralegal Certification - Legal

University of Wyoming

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Laurie Stratton