Lois Hicks Email & Phone Number

Chicago, Il, Us

* Client Request Management: Develop and optimize processes for managing client requests and inquiries, prioritizing efficiency and client satisfaction within the healthcare SaaS platform.* Data Reporting and Analysis: Generate and evaluate weekly and monthly reports on client engagement and platform usage, identifying trends and areas for improvement to enhance service delivery.* Innovative Technology Strategy: Create a forward-looking strategic vision for integrating cloud and AI technologies, ensuring a seamless transition from legacy systems to enhance platform scalability and performance.* Healthcare Data Security and Compliance: Oversee the implementation of robust security measures and compliance protocols, ensuring the SaaS platform adheres to healthcare industry standards and protects sensitive patient data.* Resilience and Continuity Planning: Develop and support the execution of comprehensive disaster recovery and business continuity plans, safeguarding the availability and integrity of the healthcare SaaS services.* Stakeholder Communication: Regularly communicate security strategies, technological advancements, and process improvements to healthcare clients and internal teams, ensuring alignment and transparency in service delivery.

Chicago, Illinois, United States

Strategize and deliver actionable results to positively impact CAHPS and HOS ratings, utilizing current/projected rate analysis and community engagement leaders.  Gather membership requirements for mock and actual surveys, working with vendors and internal stakeholders on sampling analysis. Member Engagement events, provide members with opportunities to learn about health plan and benefits positively impacting required screenings and member experience. Maintain Member dashboards, through Power BI to support leadership initiatives on demographic and health equity monitoring. Train new hires, on data analysis best practices, SQL coding logic and automation using Excel Macros and Power BI.

Greater Chicago Area

Deliver business intelligence and reporting of Government operations for Medicare and Medicaid including Stars metric reporting and trend analysis, claims, and membership, to support company initiatives.  Analyze and report Star ratings, gather various plan data to determine membership gaps that influence Star ratings and impact government compliance. Created Provider dashboards, streamlining the manual process to complete monthly analysis of quality metric reports. Prepare membership gap adhocs, supporting leadership with opportunities to manage members with HEDIS gaps, positively influencing compliance rates and member experience. Generated new metric reporting for Medicaid providers to keep track of patient screenings and tests, increasing their quality compass thresholds. Provide claims and membership coding knowledge, to team members to assist in producing functional scripts and data retrieval when needed.

Greater Chicago Area

Provide analysis and reporting of Retail operations including claims, inquiry and enrollment, to drive divisional goals. Coordinate with other functional areas to interpret trends to enhance FSU customer service objectives.  Developed new reporting for Affordable Care Act Enrollment, monitoring new subscribers, renewals, and policy fulfillment metrics. Created application dashboard to assist business in determining percentage of members using Healthcare.gov, Retail sales agents, and other application channels. Provide inquiry and HICS aging metrics to SDO leadership. Data assisted in decrease of aged inventory greater than 22+ days. Prepare claim adhocs for PIT team and other business analysts to determine pended claim impacts to network, members and providers within the retail, group and government segments. Analyze and interpret metrics including Cycletime and aging for high priority states, Texas and Montana, to present solutions before prompt pay penalties or DOI impacts incur.

Ba, Business Admin/Finance

Master Of Business Administration - Mba, Information Technology