Lucy O’Connell Email & Phone Number

Boston, Ma, Us

Murray, Utah, Us

I lead a small but mighty team of product managers who innovate and support tech solutions for five R1 Revenue Intelligence service lines. We pride ourselves on aligning to our user base and delivering the best and fastest solutions to their Hospital Underpayments, Provider Billing Underpayments, Charge Capture, DRGV and Strategic Pricing initiatives. I lead discovery through delivery and support strategic decision-making every day.

Atlanta, Ga, Us

I supported a scrum team who built software to solve complex healthcare reimbursement problems simply and efficiently. Our goal was to price claims data accurately and generate opportunities for our users to pursue underpayments so we can get hospital systems paid more and paid faster. This allows our clients to focus where they want to focus - on their patients.I spent a good deal of time heads down in Medicare IPPS and OPPS pricing, learning for a living. My work unlocked the full potential of both my development team, my larger product organization and the company to predict government reimbursement and turn off significant third party spend.

Burlington, Massachusetts, Us

My team built analytics dashboards for state organizations of Federally Qualified Health Centers (FQHCs) to improve quality of care. I drove clarity and alignment across our teams by organizing, writing, prioritizing, and maintaining stories, epics and acceptance criteria, gathering requirements, informing point counts and ensuring developers could iterate quickly. We turned raw data into actionable insights for our clients.

Boston, Ma, Us

Managed the North American Customer Care teams (Core & Enterprise Support, Onboarding, Trust & Safety) using data and empathetic feedback to create a high-functioning org. with a growth-oriented culture• Grew team from 3 to 10 while overhauling the training curriculum and materials and establishing a team-based sustainable training process• Employee of Month (Dec 2018) for excellence in talent acquisition and development• Supported strategic customer care decision making (e.g., in-sourcing, responsibility scoping), established and monitored performance metrics, developed and maintained standard operating procedures, work instructions and job aids

Boston, Massachusetts, Us

Business partner to 60+ practices, accountable for post-sale business success and satisfaction• Managed conflict to mitigate attrition risk and improve NPS• Advised providers on business performance strategies and regulatory compliance integrating and analyzing multiple data sources and building internal consensus on recommendations• Drove operational readiness by configuring electronic medical record, patient portal and revenue cycle platforms to streamline workflows

Boston, Massachusetts, Us

Delivered seamless issue management for enterprise-critical clients on complex cases• Coordinated multi-stage technical projects across customer success and product dev. teams• Advocated as voice of the customer for product improvements• Contributed to internal training program redesign and led training for new associate classes• Optimized team case management using data-driven approaches to identify inefficiencies

Boston, Massachusetts, Us

Implemented an innovative provider database for a major integrated delivery network• Served as single point of contact between end users and internal product development teams, fluently translating business needs into technical requirements• Designed and delivered end user training

Boston, Ma, Us

Coordinated patient needs for a busy Interventional Cardiology department undergoing implementation of new patient scheduling software.• Ensured optimal patient experience by managing stakeholder needs across the care team (e.g., interventional cardiologists, vascular specialists, cathlab techs, nurses)• Helped patients navigate reimbursement pathways and obtain prior authorizations

Washington, District Of Columbia, Us

Based at an ARV Clinic with the Namibian Ministry of Health - Hardap Region, coordinated:• Community Grants• Infant and Child Nutritional Assistance• Maternal/Fetal Medicine (PMTCT Program) • Life Skills Club for Junior High Girls