Diana James Lawless Mps Email & Phone Number

Franklin, Tennessee

Nashville, Tennessee

Healthways

• Developed and implemented a process that provided documented outcomes to customers• The new process not only contributed to customer satisfaction, but provided cost savings of an estimated $270,000 per year, enterprise-wide, with approximately 6400 hours saved per year of lost productivity within call centers• Produced and maintained a database of outcomes for use by sales, account management, and marketing teams• Collaborated with work groups to develop, train, and implement process improvement for enterprise-wide complaints reporting• Worked closely with reporting teams supplying key data used to identify outcomes for internal and external customers• Worked closely with quality, enterprise education, and accreditation by analyzing and tracking trends concerning documentation • Created, designed, and implemented competency training to identify outcomes for all domestic call centersComprehensive Care Clinician/Call Value Coach• Managed large populations identified for chronic disease for utilization management• Delivered cost-effective, appropriate resources, and quality outcomes for various health plans and employers• Mentored and coached colleagues by identifying best practices for call flow, engagement, increased productivity, and contract requirements to customers• Managed a team of three for a project with Dr. Prochaska that entailed gathering and overseeing data from phone surveys associated with behavior change in telephonic coaching completing project two weeks before deadline

M.P.S., Strategic Leadership, Cbe Program Design, 4.0

Bachelor'S Degree, Organizational Leadership/Business, 4.0

Associate'S Degree, Bit Information Systems, Cum Laude

Activities and Societies: Phi Theta Kappa, Sigma Kappa Delta

Practical Nursing, Nursing, Salutatorian

with diploma and honor of Salutatorian. Maintained licensure by adhering to requirements of the