Nora Kleiman Email & Phone Number

Project coordinator for annual HEDIS (Healthcare Effectiveness Data and Information Set) compliance audit as well as ongoing program activities throughout the year.Project Management• Ensured deadlines/goals were met by developing comprehensive project timelines/work plans and tracking deliverables from cross-departmental contributors.• Effectively managed vendor relationships including contracting, project parameters/timeline, product quality, and cost. • Oversaw fast-paced medical record collection project including coordinating with vendors, managing support staff, and developing and monitoring project performance metrics. Communications• Created P&Ps for essential processes and improved accessibility of project documentation.• Streamlined team communication by providing project status reports and facilitating meetings. • Served as point of contact for auditors, cross-departmental staff, and medical network partners and managed incoming inquiries/requests.Process Improvement• Collaborated with analytical and clinical staff to streamline the data tracking and validation process leading to improved efficiency and accuracy.• Revamped training for seasonal staff and implemented performance benchmarks.

Los Angeles, Ca

Manager of the Operations department for an independent review organization (IRO) conducting peer review cases for health plans, TPAs, PBMs, etc.Operations• Developed and evaluated KPIs to optimize case workflow, improve quality, and reduce cost.• Led new client implementations including developing a launch plan and delegating action items, creating case template and instructions, and monitoring KPIs post-launch.• Customized product templates to meet client requirements and streamline internal operational processes.• Collaborated with clinical and account management staff to develop solutions for client needs and support business growth. Quality Management• Led a cross-departmental quality assurance program that resulted in improved product quality, streamlined operations, and minimized risk potential.• Collaborated with clinicians and other team members on escalated case investigations and developed comprehensive solutions.Staffing, Training, and Employee Development• Developed a new operational role to create growth opportunities and decrease staff cost by 15% while meeting targeted needs.• Managed job posts and candidate workflow in ATS and developed interview process.• Executed employee onboarding, including HR functions such as company orientation, I-9 verification, and preparing employment paperwork.• Directed execution of training and enhancement of process, materials, and methodology.• Revamped performance management process, including standards, oversight, and coaching for a department of 50+ operational staff.• As a member of AMR’s leadership team, created and organized company-wide training on topics ranging from compliance to client service.

Los Angeles, Ca

• Optimized case workflow and quality assurance processes to support volume growth of 30%.• Managed client ticket resolution process and leveraged insights to improve staff training.• Restructured employee training program to achieve a 50% increase in staff capability over 1 year.• Partnered with 15+ direct reports to achieve individual performance goals.

Los Angeles, Ca

• Led the pharmacy benefits team through a volume increase by spearheading process optimization, workflow oversight, and team training.• Provided clients with high quality medical reviews by performing final quality assurance checks.

Los Angeles, Ca

• Processed independent medical reviews including case preparation, physician assignment and support, and quality assurance. • Specialized in processing complex pharmacy benefits reviews.

Los Angeles, Ca

Coordinator for food education events and programs for a non-profit organization promoting healthy cooking and eating.• Coordinated a healthy cooking program across six cities in California including event logistics, community outreach, class registration, and content production.• Managed a youth food education program including developing curriculum, creating media, organizing outreach, and providing general support for over 30 programs across the U.S.

Los Angeles, Ca

• Supported operations of a youth food program in partnership with the Boys and Girls Club of America by working with on-site staff on program implementation.

American Studies

Phi Beta Kappa Magna Cum Laude

Education record

International School for Humanities and Social Sciences Area of focus: Dutch History, Culture, and Social Policy Semester Abroad Program