Mai Doua Lor Email & Phone Number

Green Bay, Wisconsin, United States

Collaborates with executives and business leaders to pinpoint opportunities and deliver recommendations aimed at enhancing productivity. Establishes Key Performance Indicators (KPIs) to gauge the efficacy of business decisions and assess potential risks.Leverages data collection, manipulation, reporting, and various data visualizations to drive metrics and provide support for operational leadership, enterprise-level initiatives, and other aspects of provider operations. Proficient in Excel, Cognos, Tableau, and Power BI to optimize data visualizations for both internal teams and external clients, fulfilling ad-hoc reporting requests.Initiates and oversees innovative projects focused on business improvement, emphasizing meticulous project tracking and continuous process enhancement across all project phases. Effectively communicates project impact to executive leadership.Applies business logic to map data, creating integrated datasets that enhance overall efficiency. Advocates for operational excellence to boost revenue integrity, ensure compliant Return on Investment (ROI) requests, and address high-volume audit requests.

Examined dashboard and inventory variables across the portfolio to predict, prioritize inventory, communicate risks, and formulate strategies aligning with client objectives and supporting payer operations.Collaborated cross-functionally with internal teams and clients to implement operating plans through diverse chart retrieval methods, promptly escalating process inefficiencies for resolution.Generated, managed, and disseminated reports for each assigned project, offering a real-time, comprehensive, and prioritized perspective on all projects within scope. Conducted in-depth analyses of individual projects, serving as a subject matter expert, often at a granular level.Provided full oversight of risk adjustment and quality-related projects, such as HEDIS, delivering significant impact to health insurance clients. Coordinated and maintained communication with clients to ensure expectations and Service Level Agreements (SLAs) were met.Partnered with key stakeholders, particularly account managers and operations, to comprehend project progress, anticipate success, and identify data trends within each project. Analyzed project data to pinpoint trends related to project goals and took appropriate actions within the organization.Offered project support through facilitation, tracking, and reporting on projects and client deliverables. Monitored and reported on client portfolio performance, clearly communicating project metrics, expectations, trends, and anticipated outcomes.Established close working relationships with national clients, including Humana, Episource, and Blue Cross Blue Shield Florida.

Green Bay, Wisconsin, United States

Led a team of 6 supervisors, 30 onshore central processors, and 80 offshore central processors. Provided mentorship and coaching to direct reports to enhance professional development.Managed quality control operations during medical retrieval. Created training materials to ensure consistency and worked with software Product Manager to continue to enhance workflow. Participated in implementations of new software updates. Monitored productivity and inventory to ensure operational success and report out to senior leadership.

Led a team of 30 central processors. Created and implemented standard operating procedures for onboarding, training, and attendance. Conducted 1:1 weekly meetings with team members to offer opportunities of mentorship as well as review performance. Monitored queue inventory and allocated work. Train and update team on new processes via weekly team meetings and work sessions.

Led a team of 20 Client Service Representatives who serviced 6 different onsite hospitals and clinics. Created and implemented standard operating procedures for medical record retrieval process for each site. Acted as subject matter expert in different compliance regulations for each site. Float and met with clients on a monthly basis to review inventory, discuss software updates, and keep up with compliance regulations of the site. Train and update team on new processes via weekly team meetings and work sessions.

Created and implemented standard operating procedure for onboarding and training. Train new hires and existing team members on new processes ensuring that all mandatory HIPAA trainings are completed. Acted as subject matter expert in medical retrieval process providing support to entire team of 60. Collaborated with Product Development and client IT department to implement software changes.

Master Of Healthcare Administration, Health/Health Care Administration/Management

Bachelor Of Science - Bs, Health Information Management

Activities and Societies: Participated in Southeast Asian student organization, and Women of Color

High School Diploma