Lonna West
Jones,OK
Summary
Strategic management professional with 25 years of experience in operations, customer service, healthcare support, and human resources across diverse industries. Led initiatives that enhanced operational performance, fostered high-performing teams, and boosted employee engagement. Expertise includes employee relations, compliance, workforce development, and cross-functional collaboration.
Overview
25
25
years of professional experience
Work History
Patient Care Associate
Mercy Hospital
05.2024 - Current
- Coordinated patient scheduling, insurance verification, and financial clearance processes to facilitate timely access to care.
- Maintained patient records to ensure compliance with Medicare guidelines and healthcare regulations, supporting quality patient care.
- Processed and coordinated 295+ patient referrals, enhancing continuity of care through accurate documentation and timely authorizations.
Member Service Representative
Aetna / CVS Health
11.2023 - 05.2024
- Managed high-volume member and provider inquiries, resolving issues related to claims, appeals, eligibility, and pre-authorizations to enhance member satisfaction.
- Reviewed claims and benefit information, ensuring accurate processing and adherence to healthcare policies to support compliance and service efficiency.
- Produced documentation, correspondence, and reporting using internal systems and tracking tools to maintain clear communication and facilitate operations.
Human Resources Manager
Oklahoma Christian University
03.2023 - 06.2023
- Managed recruitment, onboarding, employee relations, benefits administration, and HR compliance functions.
- Administered FLSA, FMLA, ADA, HIPAA, and leave management processes to ensure compliance and support employee needs.
- Guided managers on performance management, corrective action, workplace conflict resolution, and employee development.
- Improved HR documentation and records management processes to increase operational efficiency and compliance readiness.
Human Resources Coordinator
Oklahoma Christian University
08.2019 - 03.2023
- Coordinated recruitment and onboarding activities, including applicant screening, interviews, and new hire processing, to enhance candidate experience.
- Managed employee records and HR reporting, ensuring accuracy in onboarding/offboarding documentation and leave administration support.
- Maintained 100% compliance with federal I-9 and E-Verify requirements.
- Facilitated employee engagement initiatives and contributed to HR special projects across university departments to strengthen workplace culture.
Accounts Receivable Analyst
Hertz
10.2013 - 05.2019
- Maintained dashboards and financial reporting tools, monitoring cash activity and departmental trends to provide insights for decision-making.
- Facilitated communication between banking institutions and internal departments, resolving account discrepancies to ensure accurate daily cash management operations.
- Supported process improvement initiatives, enhancing reporting accuracy and operational efficiency through streamlined workflows.
Process Improvement Manager
AT&T Mobility
10.2009 - 02.2012
- Led process improvement initiatives that contributed to approximately $53 million in operational savings and revenue protection.
- Developed training materials, operational documentation, and reporting tools to enhance service quality and elevate employee performance.
- Coordinated communications and workflow updates across 22 call centers, ensuring operational consistency and alignment with best practices.
Hiring Manager
AT&T Mobility
12.2007 - 10.2009
- Collaborated with HR and leadership teams to enhance recruitment, interview, and onboarding processes for customer service operations.
- Facilitated interview calibration sessions to strengthen hiring consistency and elevate candidate selection quality.
- Delivered onboarding and coaching programs that improved employee readiness, engagement, and productivity.
- Supported unemployment claims, EEOC investigations, and employment compliance to ensure adherence to regulations.
Customer Service Manager
AT&T Mobility
08.2001 - 12.2007
- Supervised and developed a team of 15–17 customer service representatives in a high-volume call center environment.
- Enhanced team performance through targeted coaching, quality monitoring, and performance management initiatives, leading to increased customer satisfaction.
- Resolved escalated customer and employee concerns while upholding service quality standards, ensuring a positive experience for all stakeholders.
- Led team meetings and tracked productivity metrics to align efforts with operational goals, fostering a collaborative work environment.
Education
Master’s Studies - Business Management
Oklahoma Christian University
Edmond, OK05-2026
Bachelor of Science - Business Administration & Management
University of Central Oklahoma
Edmond, OK04-2012
Skills
- Epic EHR and HRIS systems
- Workday proficiency
- Customer service excellence
- Documentation accuracy
- Quality assurance practices
- Interdepartmental collaboration
- Project management expertise
- Process improvement strategies
- Problem resolution techniques
- Verbal and written communication
- Effective communication skills
- Employee training programs
- Multitasking abilities
- Organizational skills
Awards
Second Mile Award Winner, Citizens Bank of Edmond, 05/01/23, Recognized for exceptional service and commitment to supporting students, faculty, and staff.
Leadership Achievements
- Contributed to operational initiatives that generated approximately $53 million in revenue savings through process improvement and workflow optimization.
- Managed and coached teams of up to 17 customer service representatives in high-volume call center environments.
- Coordinated operational communications and training initiatives across 22 call centers to improve consistency and performance alignment.
- Maintained compliance with FLSA, FMLA, ADA, HIPAA, I-9, and E-Verify regulations across HR operations and onboarding processes.
- Recipient of the Second Mile Award for exceptional service and organizational support.
Timeline
Patient Care Associate
Mercy Hospital
05.2024 - Current
Member Service Representative
Aetna / CVS Health
11.2023 - 05.2024
Human Resources Manager
Oklahoma Christian University
03.2023 - 06.2023
Human Resources Coordinator
Oklahoma Christian University
08.2019 - 03.2023
Accounts Receivable Analyst
Hertz
10.2013 - 05.2019
Process Improvement Manager
AT&T Mobility
10.2009 - 02.2012
Hiring Manager
AT&T Mobility
12.2007 - 10.2009
Customer Service Manager
AT&T Mobility
08.2001 - 12.2007
Master’s Studies - Business Management
Oklahoma Christian University
Bachelor of Science - Business Administration & Management
University of Central Oklahoma