Manager/ Client Liaison

Laura Medvitz 908-***-****

Bedminster, New Jersey 07921

*********@*****.***

Summary

Customer-centric client relations professional – have expertly improved workflows within client and service teams. Effective leadership resulted in consistently exceeding client expectation.

Quality focused – managed, reported, and performed Adverse Event audits, Complaint and Grievance audits, and numerous service and operational audits.

Highly effective Executive proficiently develops and facilitates cross-functional teams supporting client requirements - Strong ability to match employee strengths with appropriate job function creating a win-win environment.

Proven Leader Exceptional Organizational Skills Process Improvement Focused US and International Customer & Client Management Quality and Training Management

Regulatory Affairs Oversight

Professional Experience

PARTRIDGE HILLS, INC Nov. 2016 to Present

MARTINSVILLE, NJ

Consultant

Streamline organizational workflows and training programs

Monitor and maintain compliance, training and development tracking

Manage employee benefit programs

STAFFORD COMMUNICATION Aug. 2014-Sept. 2016

NEW PROVIDENCE, NJ

Consultant Vendor Management

Pfizer (McKesson, UBC/Express Scripts) Novartis Sleepy’s

Liaison between Pharmaceutical Corporations and their Service and Operations vendors -Vendor management:

Oversight of all regulatory data monitoring and reporting (adverse events/complaints and grievances)

Supervision of all Customer Service and Operations quality reviews including monthly, quarterly and ad-hoc audits

Oversight of all training materials (development through roll-out)

Develop, guided and lead vendor focus groups, identifying areas of opportunity and overseeing action plans for resolution - proposing and implementing workflows and training changes for enhanced service

Create and prepare General Service Agreements and Task Orders for new vendor installations

Account Manager

Splenda (US & International) Beiresdorf Canada

Develop and implement new client installs

Initiate value-added programs focused on increasing quality, performance and productivity

Development and roll out of clinical training programs

Managed the quality audit review process and reporting – developed action plans for improvement

LAURA MEDVITZ 908-***-****

Bedminster, New Jersey 07921

*********@*****.***

EXPRESS SCRIPTS, MONTVALE, NJ 2000-2014

(Formerly Medco Health Solutions)

Sr. Project / Client Manager – United Healthcare 2008-2014

Client Facing Account Management Liaison – Pharmacy Service and Operations (Customer Service/Client Services)

Met and exceeded Service-level Agreements and Performance Goals

Improved Client Satisfaction with the development and maintenance of client-specific customer service training materials and decks

Complaint and Grievance Oversight to ensure quality reporting expectations were met and maintained

Compiled, reviewed, and analyzed Service and Operation reporting and develop action plans for improvement

Assembled and lead service workgroups to build out member migration plan from needs analysis thru fruition

Implemented customer service migration of 14 million United Healthcare members

Ensured high-caliber development of migration training materials, train the trainer sessions and training rollout plan

Sr. Client Service Operations Manager 2005-2008

Managed the operational readiness and impact for the United Health Group Client as well as all Northeast regional client activities including client deployment/installations, plan changes, terminations, and day to day accountabilities

Supported the UHG Client as well as the Northeast regional account teams for all mail service and customer service operational activities and associated tasks

Liaison between account teams, clients and all operational field sites

Operations Manager 2000-2005

Performed analysis, made recommendations and executed new departmental workflows with dramatic positive impact – lowering customer service cost, and increasing quality scores through efficiency improvements

Established and maintained departmental KPI’s (Key Performance Indicators)

Developed, implemented and executed new policies and procedures within claims processing environment while maintaining productivity and quality expectations

Managed and directed many levels of employees within Front End Mail Room Operations, Claims Processing and Correspondence

Additional Related Experience

Leadership Council Team Member

Six Sigma Green Belt, Project Team Champion, Project Team Leader

Education

Bachelor of Arts Kean University Union NJ Certified to Teach K-12 - State of NJ

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