Gwendolyn Lucas

Healthcare Administration and Management

Raleigh, NC 27610

(984) -298-1303

ad4pzo@r.postjobfree.com

EXPERIENCE

Lincoln Financial, Hybrid Remote — Business Case Manager July 2021 - PRESENT

- Managed a portfolio of 50+ new business insurance applications monthly, ensuring timely and accurate processing that improved client satisfaction metrics by 15% within the first year.

- Collaborated closely with underwriting teams and financial advisors to expedite complex cases, reducing the average case resolution time while maintaining accuracy.

- Spearheaded a cross-departmental initiative to update the case management system, leading to enhanced data integrity and a 30% reduction in manual entry errors.

Duke Health, Remote — Service Access Specialist Case Manager

August 2019 - March 2024

- Served as a key liaison between patients, healthcare providers, and insurance companies, resulting in a 98% approval rate for requested procedures and treatments, which contributed to the overall improvement of patient health outcomes.

- Implemented a patient-centric approach to service access, leading a cross-functional team to identify and eliminate bottlenecks, reducing administrative costs by 20% while maintaining high-quality service delivery standards.

Covance, Remote —Program Specialist

July 2019 - June 2021

- Orchestrated successful planning and execution of 15+ global clinical trials by coordinating cross-functional teams.

- Spearheaded the development and delivery of comprehensive training programs for over 100 team members, enhancing program knowledge which led to a 30% improvement in compliance with clinical protocols and industry regulations.

- Managed program budgets exceeding $2M, achieving a 10% reduction in costs through strategic vendor negotiations and the optimization of resource allocation, directly impacting program affordability for clients. SKILLS

Customer Service,

Communications,

Documentation & Control,

Personnel Recruitment,

Management, Human

resources, Healthcare,

Claims, Data entry, Quality

Assurance, Approvals,

Medical records

Certifications

Certification in Human

Service & Human Resources

LANGUAGES

English Native

IBM Seterus, Hybrid remote — Loss Mitigation

Representative

November 2012 - June 2019

-Managed loss mitigation operations for a portfolio of over 3,500 at-risk accounts, achieving a reduction in foreclosures by implementing strategic repayment plans tailored to clients' financial situations.

- Negotiated and structured loan modification agreements for homeowners in financial distress, resulting in an impressive 40% increase in successful modifications compared to the previous year.

- Trained and mentored new hires in loss mitigation best practices, policies, and procedures, ensuring team coherence and a high standard of service that led to an improvement in team efficiency and performance. QVC, Onsite — Administrative Assistant

July 2000 - October 2012

- Assisted in the development of an improved filing and documentation system, reducing document retrieval times by 35% and enhancing operational efficiency.

- Managed and coordinated schedules for a team of 10 executives, ensuring optimal time management and a reduction in scheduling conflicts through meticulous planning and communication.

- Oversaw the organization of more than 50+ corporate events and meetings, consistently staying within budget and receiving commendations for event execution and attention to detail. EDUCATION

University of Phoenix, AZ

May 2010

AS in Healthcare Administration

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