Lindsey Olufson
Savage,MN
Summary
Dynamic and customer-focused Account Manager with a robust background in healthcare, adept at managing complex, high-profile accounts with precision and effectiveness. Proven track record in cultivating strong partnerships, resolving intricate issues, and identifying valuable upsell opportunities. Skilled in navigating fast-paced and ambiguous environments while maintaining accuracy and efficiency, leveraging strategic thinking alongside strong analytical and problem-solving capabilities. Exceptional written and verbal communication skills, complemented by solid technical acumen, drive proactive initiatives that deliver immediate results.
Overview
23
23
years of professional experience
Work History
Senior Account Manager
OCHIN
10.2019 - Current
- Manage portfolio of 18+ health clinic accounts with a combined annual revenue of $12 million, delivering expert guidance on OCHIN’s healthcare solutions, including the OCHIN Epic platform, to optimize client success.
- Collaborate cross-functionally with sales and implementation teams to ensure a seamless transition from onboarding to account management, driving continuity, client satisfaction, and long-term retention.
- Develop and nurture relationships with key stakeholders, from product support teams to C-level executives, identifying business needs and providing tailored solutions that enhance engagement, retention, and revenue growth through upselling and ongoing education.
- Manage cross-functional teams to deliver integrated solutions to meet client needs.
- Empower clients through strategic education, aligning their KPIs with industry best practices to enhance operational effectiveness, maximize their technology investments, and improve patient care outcomes.
- Lead quarterly or monthly business reviews, providing in-depth strategic planning, performance analysis, and recommendations to drive continuous client success and growth.
- Partner with Member Care Team, ensuring timely resolution of client inquiries through JIRA ticketing system, maintaining exceptional service standards, and proactively addressing operational challenges.
- Review claim denials analysis and workflows with Revenue Cycle team identifying challenges and presenting solutions to reduce denials overall.
- Consistently achieve a 95% customer satisfaction score (CSAT) through proactive relationship management.
- Maintain and update client information along with uploading notes in SalesForce
- Lead account strategy development discussions to create business cases for system updates to enhance client relationships while improving user satisfaction
- Mentor new Account Managers during onboarding period
- Identify and present correct products based on client needs, product specifications and applicable regulations.
Product Manager
Pearson VUE
06.2017 - 10.2019
- Provided strategic vision and direction to the Agile Development Team, aligning the Intelligence Reporting Tool with internal business needs to enhance decision-making for the Business Solutions Team.
- Partnered with internal product users and stakeholders to gather insights, assess business priorities, and align development efforts with strategic objectives, client demands, and common requests.
- Led and facilitated training sessions, developed educational materials, and delivered live demonstrations to internal teams and larger external clients, ensuring a smooth adoption of new functionality.
- Presented key findings and drove development efforts through backlog management, iteration planning, and detailed user stories, ensuring clear requirements and efficient execution.
- Actively participated in Agile work planning meetings and retrospectives, collaborating with Agile Product Managers to coordinate cross-product release planning and ensure seamless integration.
- Led cross-functional teams to develop new product features aligned with market needs.
- Analyzed user feedback to drive continuous improvements in product functionality and user experience.
Client Program Manager
Pearson VUE
04.2012 - 06.2017
- Acted as the primary point of contact for 8 strategic accounts generating $35 million in annual revenue.
- Provided strategic direction by assessing client priorities and goals, facilitating successful electronic testing, and securing additional resources such as translators or larger testing centers to meet client needs.
- Achieved 100% client retention annually in a highly competitive industry by delivering exceptional customer service, proactive issue resolution, and strategic business guidance to enhance client outcomes.
- Identified upsell opportunities, driving significant revenue growth while deepening client relationships through a strong understanding of their business needs, resulting in higher satisfaction and long-term partnerships.
- Delivered compelling demonstrations of new and existing system functionalities via webinars, ensuring clients fully leveraged available tools to optimize performance.
- Maintained extensive client documentation, including project plans, scope of work, and business rules, ensuring seamless execution of customized programs.
- Led clear, concise project communication, managing internal and external timelines for client-funded projects, while ensuring all deliverables met budget and contractual expectations.
- Ensured compliance with contractual obligations, proactively maintaining service standards and aligning deliverables with agreed-upon terms.
National Account Manager
The Connection
08.2006 - 04.2012
- Oversaw account relationships with 25+ partners who utilized The Connection’s five call centers, ensuring seamless operations and high-quality customer service for high-volume inbound calls.
- Acted as the key liaison between partners and call center program coordinators, facilitating the delivery of accurate scripts, targeted training, and ongoing education to ensure alignment with partner initiatives.
- Regularly met with partners to discuss short- and long-term strategies to better utilize call center capabilities.
- Oversaw call quality through proactive QA measures, conducting random call reviews, analyzing escalations, and providing actionable feedback to enhance agent performance, drive professional development, and maintain high partner satisfaction with service delivery.
Account Manager
Express Scripts, Inc.
08.2002 - 08.2006
- Managed pharmaceutical benefits programs for clients in the public sector, optimizing efficiency, resolving issues, and maintaining proactive communication to ensure strong program operations and profitability.
- Represented Express Scripts at health and benefit events, delivering education to individual subscribers, addressing inquiries, and enhancing client satisfaction through engagement.
- Served as the primary client liaison, handling escalations, strengthening relationships, and ensuring a high client retention rate through proactive problem-solving and exceptional service delivery.
Education
Bachelor of Science - Business Management
Rasmussen College
Bloomington, MN06.2015
Associate of Applied Science - Business Administration
Central Community College
Grand Island, NE05.2001
Skills
- Detail-oriented planning abilities
- Strong Interpersonal Skills
- Business analytics reporting
- Account Management
- Effective verbal communication
- Project Management
- Client Retention
- Business Acumen
- Strategic client planning
- SalesForce
- JIRA
- Effective troubleshooting abilities
- Operational streamlining
Timeline
Senior Account Manager
OCHIN
10.2019 - Current
Product Manager
Pearson VUE
06.2017 - 10.2019
Client Program Manager
Pearson VUE
04.2012 - 06.2017
National Account Manager
The Connection
08.2006 - 04.2012
Account Manager
Express Scripts, Inc.
08.2002 - 08.2006
Associate of Applied Science - Business Administration
Central Community College
Bachelor of Science - Business Management
Rasmussen College