Lori West Email and Phone Number

•Lead Account Manager for a book of business that generates over $1 million in annual revenue while supporting the Sales team in closing new business throughout the year•Performs annual risk audits to identify gaps in coverage and bring well-being options to organizations, creating competitive benefits packages and helping employees better manage the cost of care•Analyzes claims data to identify trends and drivers of healthcare costs and implements programs that improve the health outcomes of employees, leading to increased productivity and company profitability•Successfully negotiates clients’ healthcare rates, leading to an average annual savings of 5-15% for employers•Manages all facets of the benefits implementation and renewal process for 42 clients, including marketing, open enrollment, and service; conducts onsite and virtual enrollment meetings with employees to review coverage options and acts as a liaison between members and carriers to resolve escalated service issues•Leverages insights and data to better educate employees on how to optimize their benefits to improve overall employee care•Develops and fosters strategic partnerships with carriers and vendors to bring holistic healthcare solutions to employer groups

•Leads a team of professionals that evaluates, analyzes, and formulates strategies for business growth and customer retention•Strategizes with the Sales Leadership team to develop new ways to position wellness as a solution to stabilize health care cost.•Actively communicates policy and procedural updates and changes through various forms of media and routinely facilitates staff engagement sessions to identify client needs while achieving organizational objectives.•Collaborates with brokers and employer group executives to provide an integrated program that focuses on improving employee wellbeing.•Analyzes market trends and develops operational improvement plans to deploy to organizational members.•Analyzes consumer data and identifies ways to improve client outcomes. •Partners with other department leaders to resolve service issues and implement long term solutions that benefit the customer•Exceeded target goal 4 years in a row for a 60,000 member business block.

•Collaborated with Executive Leadership to build a framework for new policies and procedures and effectively trained colleagues to ensure operational efficiency and product improvements for the consumer.•Managed direct reports by monitoring completion of large scope, end-to-end projects. Identified performance gaps and coached individuals to provide high quality service to improve customer experience while maintaining employee morale.•Focused on problem resolution and aligning the business strategy with the needs of the consumer, based on customer feedback. •Created and executed front and back office marketing strategies to exceed expectations.•Sustained top down/bottom up communication regarding processes, performance, and financial reporting.•Facilitated communication with internal/external customers to ensure a positive experience resulting in a 12 month Net Promoter Score of 75%

•Trained 50+ new employees on company policies and procedures and provided continuing education to 75+ current employees.•Created and implemented new policies and procedures to deliver wellness solutions to employer groups.•Managed indirect reports to ensure expectations were achieved. Conducted reviews of internal processes and discussed competencies and development goals.•Served as the Relationship Manager for the company, which acted as a liaison between Principal Wellness and outside vendors across the country to ensure that both entities operated as a cohesive unit to maintain a high level of customer service and the delivery of a high quality product to the customer. Maintained and negotiated contracts with vendor agencies. •Reviewed client data to ensure accuracy, then filed records according to HIPAA compliance standards to ensure client confidentiality was maintained.•Managed compliance laws to ensure the company followed state regulations when operating in various parts of the country.