Luke Coryea Email & Phone Number

Pittsburgh, Pennsylvania, United States

Customer facing role working directly with healthcare advising firms contracted with Innovu. Built and shared custom dashboards and reporting for healthcare advisors using InnovuLens, a proprietary analytics platform similar to PowerBI.• Regularly led new user training on the platform and held several 1-on-1 trainings with executive teams from newly engaged groups.• Developed an updated Data Availability Review dashboard that was pushed to all platform users.

Pittsburgh, Pennsylvania, United States

Engaged with healthcare providers to prepare data for ETL channel builds and load data into Innovu’s analytics platform. Coordinated with engineering and analytics teams to ensure data layouts would provide the most value for Innovu’s clients.• Completed data onboarding for 19 vendors new to Innovu.• Successfully onboarded data for a client 2½ years after initial outreach as the third analyst assigned to the project when the vendor disengaged for several months at a… Show more Engaged with healthcare providers to prepare data for ETL channel builds and load data into Innovu’s analytics platform. Coordinated with engineering and analytics teams to ensure data layouts would provide the most value for Innovu’s clients.• Completed data onboarding for 19 vendors new to Innovu.• Successfully onboarded data for a client 2½ years after initial outreach as the third analyst assigned to the project when the vendor disengaged for several months at a time.• Met Q1 2023 deadline to complete onboarding data for another client after requesting major updates to their layout, closely coordinating with the vendor’s data team for several months. Show less

Pittsburgh, Pennsylvania, United States

Monitored and created dashboards to track incoming calls for nearly 100 Provider Services advocates, adjusting advocate skills throughout the day to exceed required service levels of 80% of calls answered within 30 seconds. Took charge of monthly scheduling, developed and improved reporting for Provider Services leadership, producing 4 daily reports and 11 weekly reports along with any ad hoc reporting requests. Acted as project manager and point of contact for advocates working with other UPMC… Show more Monitored and created dashboards to track incoming calls for nearly 100 Provider Services advocates, adjusting advocate skills throughout the day to exceed required service levels of 80% of calls answered within 30 seconds. Took charge of monthly scheduling, developed and improved reporting for Provider Services leadership, producing 4 daily reports and 11 weekly reports along with any ad hoc reporting requests. Acted as project manager and point of contact for advocates working with other UPMC Health Plan departments.• Improved service levels by 5% and decreased average time to answer by 32% within six months of starting the position.• Created and maintained departmental dashboards tracking real-time data and KPIs for the management team and created specialized dashboards for outside projects and management requests.• Forecasted call center staffing requirements prior to COVID-19 shutdown and throughout the pandemic.• Compiled several months of advocate call metrics to determine up to date key performance indicators for the department and then presented the new rubric and KPIs to the entire department after approval from senior analysts and management.• Investigated call avoidance using a new call analytics tool, CallMiner, that helped identify a pattern of behavior with multiple advocates, then submitted findings to management for further investigation and training opportunities.• Acted as project manager for 4 extended projects where up to 25 advocates were temporarily reassigned to other departments within UPMC Health Plan while call volumes were down due to the pandemic. Organized cross-training for the advocates, obtained KPIs and supplemental information on each project, then created new daily reports to keep management up to date on performance. Show less

Pittsburgh, Pennsylvania, United States

Outreached to Medicare members via phone to discuss their adherence to prescribed blood pressure, cholesterol, and diabetes medications. Identified any barriers or issues that would prevent members from taking their medications as directed, and either resolved said barriers or transferred the member to another department for assistance, meeting and often exceeding the minimum of eight calls per hour.• Trained new employees and made sure they understood proper practices, including… Show more Outreached to Medicare members via phone to discuss their adherence to prescribed blood pressure, cholesterol, and diabetes medications. Identified any barriers or issues that would prevent members from taking their medications as directed, and either resolved said barriers or transferred the member to another department for assistance, meeting and often exceeding the minimum of eight calls per hour.• Trained new employees and made sure they understood proper practices, including verifying information to meet HIPAA requirements for different clients. Show less

Cranberry, Pennsylvania, United States

Processed financial requests and daily reports for several different banks as part of the Virtual Back Office (VBO), ensured daily SLAs were met for each bank, and precisely followed procedures. Started with minimal supervision within the first week and logged an error rate of less than 1%.• Assigned increasing responsibility for new processes and reports during the training period, including troubleshooting loans reports once a week and training on new client banks within two months.

Pittsburgh, Pennsylvania, United States

Prepared and distributed daily, weekly, and monthly reports to Academic Operations (Registrar Services) team and senior management teams for schools within EDMC.• Met changing needs of groups supported by developing new reports and updating reporting procedures, delivering most accurate information when needed.• Ensured accurate reporting for departments supported—crucial in highly regulated education industry—by matching data from disparate sources through gained reporting… Show more Prepared and distributed daily, weekly, and monthly reports to Academic Operations (Registrar Services) team and senior management teams for schools within EDMC.• Met changing needs of groups supported by developing new reports and updating reporting procedures, delivering most accurate information when needed.• Ensured accurate reporting for departments supported—crucial in highly regulated education industry—by matching data from disparate sources through gained reporting proficiency in Excel.• Enhanced replicability and understanding of processes by writing documentation for new and updated reports. Show less

Pittsburgh, Pennsylvania, United States

Identified location of student academic records through proprietary database, STS (Student Transcript System), and submitted records requests per each school’s requirements. Managed special requests from multiple campuses for GED records, including reporting, tracking, and follow up every 4 business days.• Enhanced efficiencies by rigorously logging all outstanding requests from Art Institute of Pittsburgh Online (AiPOD) for GED records, and delivered weekly outstanding GED requests… Show more Identified location of student academic records through proprietary database, STS (Student Transcript System), and submitted records requests per each school’s requirements. Managed special requests from multiple campuses for GED records, including reporting, tracking, and follow up every 4 business days.• Enhanced efficiencies by rigorously logging all outstanding requests from Art Institute of Pittsburgh Online (AiPOD) for GED records, and delivered weekly outstanding GED requests list via reporting in STS to AiPOD Vice President and other senior management. • Improved turnaround time for GED records by an average of 4 – 5 business days through recording and tracking all requests daily.• Updated knowledge base constantly by contacting Departments of Education for procedural changes, and communicating changes to team. Show less

Pittsburgh, Pennsylvania, United States

Handled legal records in various contract positions. Assisted in discovery process, record entry, delivering sensitive documents, and destruction of old records.• Improved internal efficiency by promptly locating, organizing, and delivering files from on-site archives to attorneys via Elite database; created additional space for new records by preparing over 1.5K boxes in archiving project with minimal supervision; and retrieved discovery documents by sorting through 7K total documents… Show more Handled legal records in various contract positions. Assisted in discovery process, record entry, delivering sensitive documents, and destruction of old records.• Improved internal efficiency by promptly locating, organizing, and delivering files from on-site archives to attorneys via Elite database; created additional space for new records by preparing over 1.5K boxes in archiving project with minimal supervision; and retrieved discovery documents by sorting through 7K total documents daily for several outstanding cases. Show less

Master Of Business Administration - Mba, Business Analytics

Bachelor'S Degree, History, Religious Studies