Lisa Leporowski
Livonia,MI
Summary
- 20+ years of experience in the healthcare industry.
- 8+ years of clinical supervisory experience.
- 12+ years of experience as a Customer Service Representative (CSR).
- Skilled professional with a history of providing excellent customer service to our provider community; strong verbal and written communication skills.
- Strong analytical, planning, organizational and problem solving skills; keen attention to details.
- Experience facilitating educational and informational sessions for the BCBSM provider community; experience developing and conducting presentations to diverse internal colleagues and external customers.
Overview
36
36
years of professional experience
Work History
Senior Analyst
Blue Cross Blue Shield of Michigan
Detroit, MI
11.2022 - 09.2024
- Identify and analyze operational data and develop insights to support business objectives
- Develop and improve workflows and business processes within defined areas to improve customer service
- Decrease operational costs and improve overall quality
- Identify and/or analyze business problems and develop recommendations for solutions to problems
- Lead the development and implementation of projects and teams to produce desired results
- Document and communicate project concepts, milestones and results
- Recommend and assist with implementing standard policies and procedures
- Ensure the corporate compliance is communicated, implemented and monitored on an ongoing basis
- Participate in system testing, develop procedures/controls and provide recommendations for ongoing improvement of the updated process
- Provides support to internal departments and external entities by answering questions, supplying information and training
- Create and present reports and presentations to display operational data and proposed business changes
- Excellent analytical and problem solving skills
- Able to identify, evaluate, recommend and implement changes to processes and/or procedures to adjust problems and improve departmental effectiveness
- Organizational skills and ability to prioritize
- Able to lead multiple activities with varying timelines
- Ability to lead and contribute to business unit and/or corporate projects
- Proficient in Microsoft Office suites
- Ability to develop and maintain effective working relationships
Provider Network Representative
Aetna better health of Mi
Southfield, MI
03.2022 - 11.2022
- Develop and improve workflows and business processes within areas to improve customer service, decrease operational cost and improving overall quality
- Identify and/or analyze business problems and devise procedures for solutions to problems
- Assist in providing direction to external providers as necessary
- Help to manage the course of enrollment, rosters and completion activities
- Ensure instructional materials are up to date and stage for usage in any training program including train your manual slides, instructor guides and related communications
- Resolve day-to-day problems that issues related to training activities
- Effectively lead project/teams in order to produce results
- Responsible for corporate communications of project results
- Recommend and assist in testing and development procedures to provide recommendations for ongoing improvement of the updated processes
- Assist personnel both internal and external by answering questions, supplying information and training
- Develop and maintain working relationships with customers and providers
Vending Service Account Manager
MSC Industrial Supply Co.
Southfield, MI
09.2018 - 02.2022
- Process EDI orders
- Complete assigned support requests
- Answer inbound calls and address defined responsibilities in accordance with MSC cultural and customer service standards
- Resolve defined vending customer service issues by providing solutions utilizing the most common sources of information
- Provide customer service in accordance with MSC standards to ensure customer satisfaction, account retention and revenue generation
- Communicate customer concerns to management to ensure the most effective and lasting problem resolution
- Responsible for daily management of defined ticketing queue and proactive task execution that delivers value through a highly differentiated customer experience
- Resolve basic and complex credit collections issues to enhance customer service
- Provide customer service using all tools available including but not limited to e-mail and the Internet
- Work with the field teams to ensure all vending products and inventory are managed appropriately
- Partner directly with vending customers to support vending program needs
- Support the service level agreement requirements
- Work with vendors to ensure timely delivery of vending inventory
- Assist support of basic and complex account needs
- Analyze customer inventory usage and present findings and improvement suggestions to field sales team
- Foster the MSC culture in the department and throughout the company in order to ensure unity of purpose and fulfillment of MSC's mission
- Participates in special projects and performs additional duties as required
Senior Analyst ~ Provider Outreach
Blue Cross Blue Shield of MI/Blue Care Network
Detroit, MI
01.2005 - 01.2018
- Develop and improve workflows and business processes within area(s) to improve customer service, decrease operational costs and improve overall quality
- Identify and/or analyze business problems and devise procedures for solutions to the problems
- Effectively lead projects/teams in order to produce desired results
- Responsible for corporate communication of project results
- Recommend and assist with implementing standard policies and procedures for providing routine service
- Assure that corporate compliance is communicated, implemented and monitored on an ongoing basis
- Participate in systems testing, develop procedures/controls and provide recommendations for the ongoing improvement of the updated process
- Assist personnel (both internal and external) by answering questions, supplying information and training
- Develop and maintain an effective working relationship with customers and providers
Analyst ~ Provider Relations and Support/Health Policy Administration
Blue Cross Blue Shield of MI/Blue Care Network
Detroit, MI
01.2003 - 01.2005
- Assist and support in planning, coordinating, developing and implementing approved projects which are divisional and/or corporate in scope in order to enhance the overall efficiency of operational procedures, methods, controls and performance
- Analyze, process and/or expedite operational transactions; which includes timely resolution of problems
- Participate in systems testing, develop procedures/controls and provide recommendations for the ongoing improvement of the updated process
- Provide leadership team with status of projects; issue, communicate and recommend policy decisions to achieve project objectives
- Utilize and maintain available corporate production and reporting systems; produce routine and non-routine reports, presentations, letters, communications and graphics
- Assist personnel internal and external by answering questions, supplying information, and training
- Represent department and division as requested on work groups and special assignments
- Develop and maintain an effective working relationship with customers or partners
Provider Inquiry Customer Service Written Representative
Blue Cross Blue Shield of MI/Blue Care Network
Detroit, MI
01.2001 - 01.2003
- Resolve check investigations for medical professionals and billing companies
- Analyze claim/benefit related inquiries that are mailed to Blue Cross Blue Shield
- Order checks and vouchers
- Resolve refund requests
- Conduct internal and external research to determine and request data needed to complete inquiries from providers
- Organize work to meet Corporate, Quality, and Department standards
- Assist and support in planning special projects
- Train new employees that come into the area
- Utilize Nasco, Local (3270), and Iris systems
Provider Inquiry Customer Service Telephone Representative
Blue Cross Blue Shield of MI/Blue Care Network
Detroit, MI
01.1998 - 01.2001
- Quoted benefits and eligibility
- Analyzed and reprocessed claims
- Assisted providers with various issues
- Answered incoming calls from providers
- Researched and resolved provider issues
- Performed other related duties as needed
Medical Assistant/Office Manager
Irene Signori, M.D
Dearborn, MI
01.1995 - 01.1998
- Accounts receivable/payable
- Keeping record of time sheets for payroll
- Medications/supply inventory
- Electronic billing of insurance claims
- Performed various office procedures
Medical Assistant
Midwest Health Center
Dearborn, MI
01.1993 - 01.1995
- Electronic billing of various insurance claims
- Assisted with office surgeries and procedures
- Performed x-ray and diagnostic procedures
Medical Assistant
Sam Mendoza, M.D
Dearborn, MI
01.1989 - 01.1993
- Manual billing of various insurance claims
- Performed x-ray and diagnostic procedures
- Appointment scheduling and filing
Education
Bachelor of Science - Healthcare Administration
Colorado Technical University
Colorado Springs, CO10.2024
Associate's degree - Business Management
Henry Ford Community College
Dearborn, MI12.2015
Diploma - Medical/Dental Assistant Program
Henry Ford Community College
Dearborn, MI01.1992
High School Diploma -
Saint Hedwig High School
Detroit, MI06-1990
Skills
- Excel
- MS Office
- Outlook
- PowerPoint
- Contracts
- Medicare
- Content Management
- System Testing
- Project Leadership
- Microsoft SharePoint
- Analysis Skills
- Project Implementation
- Word
- Pricing
- Business Analysis
- Agile
- User Acceptance Testing
- Project Planning
- Typing
- Computer hardware
- Databases
- Data collection
- Content management systems
- Data analysis skills
- Microsoft Excel
- Management
- Managed care
Timeline
Senior Analyst
Blue Cross Blue Shield of Michigan
11.2022 - 09.2024
Provider Network Representative
Aetna better health of Mi
03.2022 - 11.2022
Vending Service Account Manager
MSC Industrial Supply Co.
09.2018 - 02.2022
Senior Analyst ~ Provider Outreach
Blue Cross Blue Shield of MI/Blue Care Network
01.2005 - 01.2018
Analyst ~ Provider Relations and Support/Health Policy Administration
Blue Cross Blue Shield of MI/Blue Care Network
01.2003 - 01.2005
Provider Inquiry Customer Service Written Representative
Blue Cross Blue Shield of MI/Blue Care Network
01.2001 - 01.2003
Provider Inquiry Customer Service Telephone Representative
Blue Cross Blue Shield of MI/Blue Care Network
01.1998 - 01.2001
Medical Assistant/Office Manager
Irene Signori, M.D
01.1995 - 01.1998
Medical Assistant
Midwest Health Center
01.1993 - 01.1995
Medical Assistant
Sam Mendoza, M.D
01.1989 - 01.1993
Bachelor of Science - Healthcare Administration
Colorado Technical University
Associate's degree - Business Management
Henry Ford Community College
Diploma - Medical/Dental Assistant Program
Henry Ford Community College
High School Diploma -
Saint Hedwig High School