Lindsay Gatcomb
Columbus,OH
Summary
Highly accomplished and results-oriented individual, with a background in healthcare, military service, and a Master's degree in Healthcare Administration, seeking advancement to the role of Senior Client Success Manager. Adept at leveraging articulate communication skills to engage with a wide range of internal and external stakeholders, including HR benefits leaders, marketing, product development, and data analytics teams. Demonstrates outstanding proficiency in account and relationship management, as well as strategic planning for client engagement. Possesses exceptional written and verbal communication abilities and excels in complex project management. Thrives in dynamic, fast-paced environments, consistently adapting to evolving situations.
Overview
17
17
years of professional experience
Work History
Client Success Manager
Included Health
01.2022 - Current
- Successfully nurtured and managed a diverse portfolio of mid-market clients with a combined book of business valued at $4.2 million, delivering exceptional client satisfaction and driving revenue growth through strategic relationship management.
- Demonstrated exceptional adaptability and leadership in navigating complex, rapidly changing environments, fostering collaboration across cross-functional teams both within and outside the organization.
- Established a reputation as a trusted advisor, earning the trust and confidence of colleagues and clients alike.
- Developed a deep understanding of client needs/goals and benefits ecosystem to create a collaborative approach to optimize member experience and an aligned definition of success
- Proactively and strategically advanced customer health, focusing on key performance indicators such as utilization and ROI, consistently exceeding client expectations and contractual commitments.
- Created, analyzed and delivered client reports illustrating Included Health's value delivery to effectively tell value story
- Collaborated closely with the consumer marketing team to craft and implement a comprehensive engagement strategy, actively contributing to the development of tailored assets that align with client needs and objectives.
- Played a pivotal role in driving business outcomes by securing customer renewals and identifying upsell opportunities
Care Coordinator Team Lead
Included Health
06.2021 - 01.2022
- Mentored and coached a team of care coordinators to help navigate members to receiving the highest quality care
- Demonstrated thorough understanding of team performance through KPIs and individual metrics
- Hosted weekly 1:1 sessions and team huddles with care coordinators to discuss expectations, process changes, metrics, escalations, and coaching opportunities
- Identied performance trends and developed individual and team success plans to ensure long term success
- Maintained high employee engagement and customer satisfaction while navigating the challenges of working in a remote environment
- Provided training, support, and technical leadership to team members
- Eectively handled member escalations and acted on opportunities to improve member experience.
Senior Care Coordinator
Included Health
09.2020 - 06.2021
- Navigated the challenging and complex health care landscape while adapting to a changing environment
- Researched internal resources and external customer benets to determine the best action to take for the member, and ensured the most accurate information is relayed
- Handled a fast-paced environment with competing priorities demonstrating time management and organization skills
- Provided empathetic care to help members navigate complex situations to receive the highest quality care
- Participated in continuous improvement initiatives and suggested alternatives that improve the customer experience
- Acted as a liaison between member, insurance, and providers' oces.
Patient Relations Specialist
Mount Carmel Health System
Columbus, OH
01.2018 - 12.2019
- Dedicated part of the leadership team and subject matter expert in patient experience and service recovery
- Developed solutions for process improvement to present to hospital leadership and C-Suite executive team
- Led process improvement initiatives and root cause analysis focus groups to identify opportunities for quality and patient satisfaction improvement eorts
- Educated healthcare professionals regarding service recovery, empathy, and patient experience initiatives to promote culture of relationship-based care
- Managed multiple projects through complete lifecycle to increase patient and employee experience
- Maintained comprehensive knowledge of Centers for Medicaid and Medicare Services guidelines relative to the investigation, documentation, and resolution of patient grievances.
Nuclear Medicine Technologist
United States Air Force
Dayton, OH
01.2013 - 06.2015
- Trained, supervised, and led junior colleagues to provide performance feedback and guidance on professional development activities.
- Applied meticulous attention to detail to prepare and administer radio-pharmaceuticals.
- Educated patients on sensitive and complex procedures.
- Maintained patient records to align with HIPAA guidelines.
- Drafted and presented reports and presentations on relevant medical advancements; applied strong public speaking skills.
- Facilitated and led training programs for incoming students on various procedures, emphasizing on quality and safety.
Mammography Technologist
United States Air Force
Omaha, NE
02.2010 - 01.2013
- Supervised and led junior colleagues to provide performance feedback and guidance on professional development activities.
- Performed screening and diagnostic mammograms and DEXA scans.
- Provided exemplary patient experience, and ensured patient safety and comfort at all times.
- Explained and educated patients on sensitive procedures.
X-Ray Technologist
United States Air Force
San Antonio, TX
11.2006 - 02.2010
- Performed diagnostic imaging exams on patients including x-ray, fluoroscopy, surgical studies, and portable radiography.
- Provided exemplary patient experience, and educated patients on proper procedures.
- Mentored and trained incoming X-Ray Tech students and monitored their progress and performance.
Education
Master of Healthcare Administration -
Franklin University
01.2020
Bachelor of Arts, Strategic Communication -
The Ohio State University
01.2017
Associate of Applied Science, Nuclear Medicine -
Community College of the Air Force
01.2015
Associate of Applied Science, Radiologic Technology -
Community College of the Air Force
01.2011
Skills
- Customer Success
- Account Management
- Customer Relationship Management (CRM)
- Strategic Planning
- Upsell & Retention
- Written & Verbal Communication
- Project Management
- Conflict Resolution
- Implementation & Onboarding
- Empathetic Communication
- Engagement Planning
- Revenue Generation
- Client renewals and prospecting
- Risk mitigation
- Strategic communications
- Revenue growth
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Whether you think you can or whether you think you can’t, you’re right!
Henry Ford
Timeline
Client Success Manager
Included Health
01.2022 - Current
Care Coordinator Team Lead
Included Health
06.2021 - 01.2022
Senior Care Coordinator
Included Health
09.2020 - 06.2021
Patient Relations Specialist
Mount Carmel Health System
01.2018 - 12.2019
Nuclear Medicine Technologist
United States Air Force
01.2013 - 06.2015
Mammography Technologist
United States Air Force
02.2010 - 01.2013
X-Ray Technologist
United States Air Force
11.2006 - 02.2010
Master of Healthcare Administration -
Franklin University
Bachelor of Arts, Strategic Communication -
The Ohio State University
Associate of Applied Science, Nuclear Medicine -
Community College of the Air Force
Associate of Applied Science, Radiologic Technology -
Community College of the Air Force