Lakendra Schwendig, C.A. Email & Phone Number

Washington, Dc, Us

• Develops executive level relationships with government accounts and Telehealth, Product, Clinical, Sales, and Account teams• Leads successful implementation, servicing, utilization support, and upselling.• Drives business partner solutions, product strategy, and revenue growth.• Employs consultative and strategic account leadership• Develops retention strategies, including contract renewal, product expansion, and new market development• Mobilizes and motivates company internal resources to resolve client issues, streamline processes, and maximize profit.• Works closely with Marketing leadership to drive utilization within various Lines of Business within the employer organization• Responsible for measuring and relaying impact and value, including ROI, cost avoidance, population health management, and member wellness

• Develop and execute the strategic plan for government lines of business within the health plan segment, aligning with the overall organizational goals and objectives. Identify growth opportunities, market trends, and competitive landscape to drive business expansion using data analytics.• Build and maintain strong relationships with clients, including federal, state, and local agencies. Serve as the primary point of contact for client inquiries, escalations, and issue resolution. Collaborate with cross-functional teams to ensure client satisfaction and retention. Member grievances resolution support.• Oversee the management of government contracts within the health plan segment. Ensure compliance with contractual obligations, regulatory requirements, and service level agreements. Monitor contract performance, negotiate contract renewals, and manage any contract amendments or modifications. • Provide leadership and guidance to a team of client managers and support staff. Set performance objectives, provide coaching and mentoring, and promote a culture of continuous improvement. Foster a collaborative and results-driven work environment.• Identify and pursue new business opportunities. Identify gaps in service and drive new product development and adaptation. Collaborate with sales, marketing, and operations teams to develop strategies, proposals, workflows, reports, and strategic positioning.• Stay updated on government regulations, policies, and legislation impacting the health plan segment. Ensure adherence to all relevant compliance requirements, including data privacy, security, and reporting obligations.• Work closely with finance and budgeting teams to develop and manage budgets for new product/program launch (CCM, Diabetes Management, Weight Loss). Monitor financial performance, identify cost-saving opportunities, and optimize revenue generation and innovation

• Accountable for departmental meeting of daily tasks required to maintain and grow provider networks across the nation for our telemedicine product.• Oversight of general licensing support and processes for all Teladoc practitioners in all lines of business (P360, GEN MED, BH) • Collaborate with Provider Recruiting, Credentialing, Government Affairs, Legal, and Client Services in business development efforts by making process improvement recommendations suitable for clients that meet regulatory standards and gather quantitative and qualitative insights.• Oversight of third-party vendor supporting provider enrollment and practitioner licensing support ensuring we are adherence to contractual expectations.• Supports lobbyists in legislative efforts for telemedicine approvals by executing state and federal level research.• Attending meetings with state and federal representatives to discuss barriers found to provider traditional and compact licensing as well as Medicaid enrollment processes. • Identification of areas of opportunities to bridge gaps and improve upon implementation and day to day operations for government business.• Team reporting and managing KPI’s for both teams and using data to identify areas of opportunity for process improvement for the teams and organizational wide. • Using data and business analytics to identify network adequacy issues and drive initiatives to support provider recruitment based on the needs of the customer base.

Annapolis, Md

Provides comprehensive psychosocial assessments for patients, and respond to patient/family needs related to abuse, domestic violence, trauma, illness, addictions and mental health issues, while collaborating with clinical nursing staff and patients to create patient plan of care and provides information to patients in regard to safety, legal options, and community referrals. I collect data and statistics needed for data collection and grant funding. I conduct educational training sessions in the medical community and in-house utilizing multiple teaching modalities. I also carry out other functions for the position as required to meet the changing needs of the Abuse/DV program, including but not limited to seeking additional grant funding, serving on community boards or conducting outreach to high risk members of the community. I provide discharge planning in complex situations such as substance abuse, psychiatric or dual diagnosis services, homelessness and abuse/violence. Additionally, I document interventions and assessments in patient's medical record following department standards, and ensure timely and appropriate assessment and completion of mandatory reporting requirements.

Arrange for and facilitate timely placement, acceptance, and transport of patients to inpatient facilities. Communicates plan and financial liabilities to patient/family if directed to do so. Troubleshoot problems to avoid delays in transfer or discharge.Obtains authorization for services. Informs treatment teams and/or Psychiatrists of authorization status and any requests for additional information from receiving facilities.Participates in Mental Health process improvement activities. Identifies opportunities for improvement and recommend solutions. Participates in and facilitates data collection.

Baltimore, Maryland Area

Responsible for the oversight of addiction recovery center partners. Monitor the addiction center's performance, conduct audits and present individual results as well as comparative results for all partners in the program. Meet with each addiction center on a regular basis to share program models, understand issues and reinforce program guidelines and compliance. Analyze processes, audit results and data trends, recommend action and assist with implementation of strategies that drive continual improvement. Assist with the research of internal and external best practices and remain current in new techniques and models for addiction. Act as Subject Matter Expert and liaison for Addiction Program, training all areas of CareFirst and promoting the program in the communities we serve. Create and implement project plans leading cross functional teams internal and external. Establish and maintain a comparative scorecard for all recovery centers participating in the program. Compose operational content for provider and member publications for review and approval by clinical and/or operational leadership.

Annapolis

A CISM (Critical Incident Stress Management) certified staff member who responds to internal calls from hospital staff or hospital leadership following a critical event (death of patient, death of coworker, violent events from patients and/or patient family, crisis in the hospital, etc.…) Provide short-term psychological help that focuses solely on an immediate and identifiable problem, including but not limited to, pre-incident preparedness to acute crisis management to post-crisis follow-up. Provide staff advocacy, act as a bridge between staff and available resources. I also educate about COPE during New Employee Orientation

College Park

The Global Mental Health and Addiction Program at the University of Maryland (GMAP) focuses on evaluating brief behavioral interventions to address substance use in the context of medical and psychiatric co-morbidity increasing access to evidence-based addiction treatment in resource-limited clinical settings in South Africa and the United States

Developed and managed of a team of 10 Quality Review Coaches who provide daily support to the Claims and Provider Data Management teams. My duties include, but are not limited ,to conducting root cause analysis, creating and maintaining intake processes for quality coaching sessions, outlining process improvement strategies across multiple business units, trending analysis, reporting, monitoring quality results, identifying areas of opportunity for quality improvement and employee growth. I work closely with partners in other business units in order to synchronize criteria for data collection and overall organization operations.

Provide daily direction to a multi-functional, multi state team. My duties include but are not limited to managing new business implementation and conducting root cause analysis where necessary. In addition to providing support to our Director and VP, I evaluate key performance indicators (both financial and procedural) and direct changes to rectify problems and ensure quality service. It is my responsibility to oversee our supervisors and support them in motivating the team, scheduling staff for appropriate coverage, assure adherence to departmental policy, procedures, and compliance guidelines. I take part in developing workflows and P & P‘s across the organization and ensure the team is operating at maximum efficiency , while evaluating our current and anticipated business needs in order to determine staffing requirements and trends. In addition to solving problems using sound business judgment and communicating both written and orally, I develop and produce reports and work very closely with Claims, Configuration and IT to ensure provider data flows properly in QNXT for proper payment to providers in support with member benefits.

Baltimore, Maryland Area

Oversee a team of analyst responsible for both production and quality of the request that come into the department from various parts of the organization. I handle the day to day operational aspects of making sure our team member’s production, quality, pto request, and additional housekeeping items are handled. I resolve escalated issues, provide coaching to staff, create and manage SOP’s and I work to ensure as a department we are meeting our required SOX compliance measures. I monitor and develop new staff, manage conflict among employees, providers, and/ or customers

Monitored and managed daily business operations on the call center floor. My duties include but are not limited to: running daily reports to measure representative performance & adherence, call center trending and comparison spreadsheets, forecasting call volume for upcoming weeks, running the projections for weekly call volume to determine the amount of staff required for over time and schedules floor activities such as training based on simulation expectations. I work with the Team Leads, Supervisors, and Managers to ensure Real Time queue monitoring. I ensure the call center representatives are appropriately utilizing their time both on and off the phones. I was responsible to preparing the departmental budget, reviewing key performance indicators, creating SOP’s, and served as a backup for corporate reporting sending out the Call Tracker Report , and key data pieces for the weekly dashboard sent to the upper management team.

Receive escalated issues and calls regarding claims, benefits, and explanation of Medicare guidelines and regulations. Assist with the coaching of staff on claims issues, make suggestions to improve the training process for claims and benefits, and identify areas of opportunities to improve strategies for complex member issues.

Managed and programmed accounts for clients in various spaces including but not limited to hospitals, doctor offices, clinical research firms, crisis response teams. Directly managed a team of 20 call center representatives and assisted in training and development. Developed process improvement strategies, updated quality assurance policies and procedures, and identified areas of opportunity to expand on business strategies. Assisted clients with any problems, answered any question, and maintained billing records. Ensured all account information was accurate, up to date, and understood by all operators. Responsible for overseeing delivery systems for our clients important and emergency calls, as well as pre-screened potential patients for clinical research studies for substance use disorder.

Clinical Psychology

Bachelor’S Degree, Criminal Justice

Associate Of Science - As, Substance Abuse/Addiction Counseling

Mental Health First Aid Instructor, Mental Health/Substance Use/Crisis

Mental Health First Aid teaches you how to identify, understand and respond to signs of mental illnesses and substance use disorders..

Cism Certification, Critical Incident Response

Critical Incident Stress Management training and certification. CISM - Crisis counseling and psychological help response for those exposed.

Criminalistics And Criminal Science

Activities and Societies: Roper Victim Assistance Academy of Maryland

Education record