Lori Born Email & Phone Number

417 1St Ave Se, Cedar Rapids

DIRECTOR OF CORPORATE TRAINING* Led corporate training department with 8 direct reports; managed training for 400 employees across 5 locations.* Directed development of new training programs aligned with company strategies and objectives.* Administered learning management system; implemented multimedia learning including online and micro-learning.* Collaborated with senior leadership and account managers on new client implementations.OPERATIONS DIRECTOR* Managed Cedar Rapids office operations; led customer service teams for major hospital clients.* Partnered with thought leaders on innovative company projects: Speech Analytics, Gamification, Online Payment Portal, and more.* Strategized with executives to maintain standards and implement new initiatives aligned with company's Patient Financial Experience vision.* Built and nurtured client relationships; conducted site visits with Sales, IT, and Executives to identify and address customer needs.* Worked closely with Technology and Training Departments to optimize integration and workflow processes.* Collaborated with Business Workflow Analyst to introduce new tools enhancing user experience.* Monitored KPIs to improve staff quality and efficiency; managed ongoing performance.* Launched and managed a new department/line of business for the company (Pre-Service).

Managed operations for MercyCare's largest family practice clinic overseeing 12 providers, lab, x-ray, and pharmacy with 50 staff. Positioned the group as organizational leaders through piloting new programs and strategies for process and quality improvement.• Improved patient experience by evaluating and enhancing all customer touchpoints.• Developed and implemented procedures for quality improvement.• Ensured compliance with regulatory reporting and documentation.• Collaborated with peers to establish best practices across offices.• Conducted vendor analysis and negotiations.• Led monthly Quality Council meetings for physicians and extenders.• Controlled expenses, planned capital and staffing budgets annually.