Rachel Lawrence Email & Phone Number

West Des Moines, Iowa, United States

West Des Moines, Iowa, United States

West Des Moines, Iowa, United States

West Des Moines, Iowa

Plan and schedule project timelines and milestones. Effectively communicate project expectations and progress. Delegate tasks and responsibilities to appropriate owners. Assess and manage the risk of schedule changes. Works with appropriate vendors to ensure dependent tasks are managed and completed on time. Identify and resolve issues and conflicts within the project team. Identify and manage project dependencies and critical path. Track project milestones and deliverables. Develop full-scale project plans and associated communications documents. Quantitatively plan and organize project team’s capacity. Ensure optimal use of the capacities in the group, set priorities, ensure the correct and timely execution of all tasks and solve bottlenecks. Define project success criteria and disseminate them to involved parties throughout project life cycle.

West Des Moines, Iowa

Planned and scheduled project timelines and milestones. Assisted with meeting agendas, presentations, and materials to ensure successful, efficient use of meeting time.Documented meeting minutes and created action plans, delegated tasks and responsibilities to appropriate owners. Quantitatively planned and organized project team’s capacity. Assisted in the creation of work management & resource planning methods. Assisted with client documentation and communication.

West Des Moines, Iowa

Internal/external advocate for clients and Participant Services representatives. Liaison between the Client Services team and Participant Services. Helped bridge the gap between Client Services and Participant Services by staying apprised of client information and needs and communicating that to the Participant Services Team. Reviewed member/Participant Services interactions to ensure members experience a kind, quality and efficient interaction with Participant Services representatives. Accountable for: Client Escalations, QA Reviews, Call Calibrations, updating Participant Services tools, communication client changes to Participant Services, and identifying trends of quality concern.

West Des Moines, Iowa

Actively promoted client satisfaction and retention by providing vision, leadership and client specific benefit training to the operations team. Served as a client advocate within the organization to ensure a quality product is consistently delivered. Provided direction to teams focused on building efficient and effective work groups, implementing process improvements, and developing procedures needed to provide superior, cost effective services. Established best practices for onboarding new clients. Created framework for ongoing client support model.

West Des Moines, Iowa

Developed cross-functional communication strategy focused on maximizing performance while enhancing quality. Provided leadership and direction to the end-to-end delivery of client specific communications. Developed tools to expedite access to client specific resources and materials. Ensured that all information pertaining to each clients benefits was fully up to date and referenceable.

West Des Moines, Iowa

Provided client specific benefit guidance and support to participants. Resolved escalated cases with timely and accurate feedback. Served as claims advocate between participant and carrier. Administered COBRA, Retiree Benefits, Health Care Reform, U.S. and Canadian Benefits, and Dependent Verification. Key Accomplishments: • Special recognition as 2013’s Top Performer in Participant Services

Urbandale, Iowa

Facilitated quality control of digitally imaged data.

Bachelor Of Arts (Ba), Speech Communication - Culture And Communication Emphasis

Education record