Lauren Dewitt Email and Phone Number

The Customer Service Representative focuses on solution-based customer experiences by effectively responding to customer requests. The role’s primary responsibilities are to ensure customer confidentiality; proper and timely documentation of all customer interactions; and safety. The Customer Service Representative works closely with internal dispatch, distribution control, construction engineers, and customer service supervisors to ensure that our customers and team members feels supported, valued, and safe. Understands rate and usage information, bill calculations, including specialty programs, and is able to explain this to customers on their terms based on their usage and home. Ensures the completion of work in a safe manner by understanding the necessary requirements and rules according to safety regulations, especially in an emergency situation. Helps a particular team or work group to achieve its goal by being available to answer customer calls for any area ranging from emergency calls, customer inquiries, move-in and move-out requests, billing calls including high bill and budget billings inquires, and online customer care requests via email. Shares important and relevant information and to rationale with others by summarizing the conversation to ensure the customer and representative understand the task or assignment. Makes suggestions, volunteers assistance, offers recourses, or removes obstacles to help work groups achieve its goals. Works to overcome obstacles of completing tasks or assignments by dedicating required time and energy to ensure that no aspect of the work is neglected. Utilizes available resources, such as processes, departments, tools, and individuals, to complete work efficiently while coordinating and communicating with customers, team members, and internal and external partners. Presenting communications in multiples ways to enhance comprehensions by ensuring their understanding of information is communicated appropriately.

The Hospice Care Consultant focuses on relationship management within the communities and provides education on end-of-life care to community partners and families. The role’s primary responsibilities are to keep relationships and partnerships with community members, accounts, and families; educate the community, accounts, and families, and to coordinate admissions for hospice services. The Hospice Care Consultant works closely with the Hospice Administrator/Area Market Executive, Hospice Director of Clinical Services, and Hospice Medical Directors along multiple community partners to ensure that our programs are providing regulatory compliance and service excellence (or quality care). Proactively focuses on relationship management while communicating with accounts on a regular basis, strategic account planning, contracting, and identification of revenue enhancement and optimization opportunities. Participate in existing partnership strategy discussions and review existing partnerships to determine roadmaps for additional integration and increased transactions to promote revenue growth.Identified new sales opportunities within existing accounts to assist with upselling and cross-selling. Proven track records in sales with closing skills and contract negotiations with local skilled nursing facilities, hospitals, durable medical equipment vendors, and others. Maintain technical knowledge, professional skills, and market knowledge by working closely with Hospice Administrator/Area Market Executive and Regional Market Executive, especially throughout the pandemic.Builds strong inter-departmental relationships to ensure communication and subject matter on partnerships is integrated. Achieved “Rookie 100” and was in the top 10 of Compassus for the first year of working and successfully admitted 100+ patients onto the program’s hospice census. Successfully maintained admission goal and budget census while simultaneously working three Central Montana hospice programs.

Communicated and coordinated admissions and move-ins with other departments ensuring transition is smooth and rooms are move-in ready. Participated and assisted in coordinating community marketing events. Communicated effectively with referral sources, physicians, Nurse Case Managers, hospital liaisons, insurance companies, patients, and families to confirm and arrange all admissions into the post-acute rehab setting with the opportunity to transition to the campus assisted living. Tracked pre-admission referral activity daily through Point Click Care (PCC) Customer Relationship Management (CRM) and Influencer Relationship Management (IRM). Tracked quality measure on each admission and re-admission to better quality improvements within the facility. Gathered financial information and worked with business manager, billing, and nurse case manager to confirm benefits through verification of payor source, i.e., Medicare, Managed Care (HMO), Medicaid, and Veteran Affairs. Obtained prior approval number from payer on a per case basis when authorized. Conducted tours of facility, both post-acute rehab and assisted living, for prospective residents whether walk-ins or scheduled admissions. Coordinated and attended case manager luncheons at local hospitals to discuss our market share, re-admission rates and quality measures within our facilities to better improve our best practices as a company and as facilities. Introduced resident physicians from local hospitals to the long-term care facilities, including post-acute rehab and assisted living by walking them through the admission process and acuity level of each placement. Managed budget census by maintaining a combination of skilled and long-term residents within the building to ensure that Medicare, Medicaid, and Managed Care (HMO) levels are appropriate to meet budget needs. Enrolled potential long-term care residents into a Medicare HMO Special Needs Plan (HMO SNP) for added benefits to their current insurance plan.

Undertook and initiated quality assurance (QA) best new practices by monitoring and tracking Medicaid referrals, durable medical equipment orders, home health, hospice, placement and placement agency referrals for current and soon to be discharged residents each quarter. Monitored, analyzed, and communicated quality assurance (QA) referrals, orders and survey results during quarterly meetings to ensure efficiency for current and past residents. Worked alongside Admission Director to coordinate discharges with residents’ insurance to ensure authorization for stay at facility, home health, equipment, and caregivers are received prior to use. Informed residents’ insurance of progress through conversations via phone and email. Issued Notices of Medicare Non-Coverage (NOMNCs) paperwork to residents as requested by insurance. Attended local events and meetings with other facilities and business partnerships in the area to promote and network facility operations within the community. Referred residents to Medicaid when appropriate (e.g. co-pay coverage, in-home care needs, and Long-Term Care coverage). Sent referrals to Medicaid as a trusted partner and provided documentation and knowledge of resident’s Activities of Daily Living (ADLs) needs to Medicaid Intake Case Worker. Continued to inform Medicaid Case Worker of any updates on resident’s ADL needs and discharge plan. Organized and executed New Chapter events for residents through planning and fulfilling resident’s wishes with family and friends.

Implemented goal seeking program for tax professionals in office to meet and exceed individual and office goals. Reinforced the mission and goals of the H&R Block Company to past and present clients by finding solutions to complications and following through. Coordinated adequate time for tax professionals to accommodate their clients with their appropriate tax needs.

Developed, managed, and executed weekly marketing plans to prioritize marketing communications, office visibility, and good neighboring efforts with local businesses and apartment complexes. Developed and managed in conjunction with marketing coordinator, office manager, and other marketing ambassadors to prioritize marketing opportunities for office locations. Supported the district marketing coordinator with sales and marketing strategies and techniques for new sales leads.

Worked closely with Underwriting, Closing and Secondary Market Departments to ensure a seamless sale of loan. Packaged and shipped required loan documents to Investors. Sent accurate information to Investor, including both full loan file and electronic delivery. Researched and responded to Investor inquiries. Provided feedback assistance to Secondary Market, as needed. Cross-trained in collateral and post-closing functions. Maintained communication with customers, Mortgage Loan Originators, Underwriters and Loan Processors to ensure proper and timely execution of loans. Maintained a high level of customer service, communication and professionalism with both internal and external parties to always promote the image and philosophy of Company.

Coordinated internal and external promotions for the University via new student orientations, campus tours, and formal presentations as a brand ambassador working to engage students. Represented the University within the community at fundraising events for the Ronald McDonald House, American Cancer Society Relay for Life, and the Poverello Homeless Shelter. Planned social and community events for the 60-member ambassador team to strengthen the team, develop leadership skills, and honourably represent the school on- and off-campus.

Led campus activities for 400+ residence hall students, including weekly snacks, cultural events, and healthy lifestyle choices. Trusted advisor for residents and served as a role model through teamwork, integrity, compassion, and communication. Maintained residence hall front desk records and cashbox, distributed mail and administered key check outs. Managed "On Duty" hall rounds and answered the emergency "Duty Phone" to ensure the student conduct code was enforced and residents were secure and safe.

Coordinated, planned and implemented B2B communications through membership outreach that created awareness of community events and business expansions. Reinforced online communication and social media management with email, Facebook, Twitter, Instagram, and Google+. Assisted with design and production of the "Downtown Dialog" newsletter in Adobe InDesign. Prepared press releases to aid the downtown association with the community holiday parade. Assisted in facilitation of meetings with members and board members of the downtown association through agenda setting, B2B and B2C communications, and time management.

Promoted effective crisis communication and problem solving skills through leadership skills, learning through failure, managing uncertainty, and ethical strategies with emergency direction, such as fire drills, between staff, residents and family members. Worked closely with the Activities Director to promote special events at the facility, such as the Strawberry Festival and the Memories in the Making for the Alzheimer’s Association.