Business Analyst Call Center

SUMMARY

In my ** years of health system, health plan, and health tech startup experience as a product manager and product owner, I have created EMR’s, directories, and websites that guide care, my products have connected over half of a million patients to urgent, acute and preventive care both in person and virtually resulting in over $30MM attributable revenue. I have managed teams as well as operated as an individual contributor for Fortune 500 payor organization, a top 25 ACO health system, and startups.

EXPERIENCE

2022 – Present Kyruus Boston, MA

Senior Product Manager – Scheduling APIs

Transitioned existing customer base to a more cost-effective method of data saving $15k per quarter.

Lead team through a major conversion shifting from file-based nightly ingest to API-based ingest reducing implementation time by 50% and reducing data-oriented errors by 98%.

2010 – 2022 Mercy Health Chesterfield, MO

Product Manager – Engagement & Retention

Lead 35 hospitals through a domain consolidation to become a single entity.

Supported our organization’s web platforms including social media during a major natural disaster.

Directed change to introduce online scheduling to all employed primary care, pediatric, ob/gyn, specialty providers, urgent care and mammography locations and laid the platform to implement quick solutions to support COVID testing and vaccination.

Lead an organizational exercise to journey map physician, nursing, clinical staff, operations, support staff, billing and patient experience to identify gaps, duplication and opportunities in care delivery.

Managed teams responsible for content strategy, content conversion, and search engine optimization.

2002 – 2010 Mercy Health Plans Chesterfield, MO

Sr. Web Applications Analyst

Manage content for a regional health plan spanning six states.

Collaborate with business owners to achieve desired outcomes.

Manage business relationships with third parties to improve the content and functionality of the site.

Optimize site through the use of metadata.

Report online traffic based on WebTrends data. Suggest organizational improvements based on statistical information and implement accordingly.

Design user experience and develop business rules for our internally developed applications that have resulted in early identification of potentially costly health conditions and ultimately saved money for the company and consumer over time.

Participate with ad agencies to produce online campaigns for all of our product lines.

Ensure Section 508 Compliance throughout site.

Uphold governmental guidelines in key portions of the site.

Maintain HIPAA guidelines in user experience and functionality.

1999 – 2002 United Healthcare St. Louis, MO

Sr. Business Analyst

Maintained application to increase internal sales utilization and improve doctor - patient communications with the health plan.

Participated with the rollout of Online Routing System - an internally built application that connected the health plan call center with information from claims, eligibility, enrollment, and member history that had been upgraded from an AS/400 application. This solution had only served UHC of the Midwest for many years, but then became widely adopted by all locations of UHC nationwide.

Managed scheduled and ad-hoc reports regarding call center stats for all UHC locations.

1997 – 1999 Navisys St. Louis, MO

Sr. Business Analyst

Developed business requirements for clients purchasing any product from our suite of insurance and underwriting applications.

Coordinated the rollout of builds and worked with clients to manage expectations regarding weekly builds.

1994 – 1997 United Healthcare Chesterfield, MO

Business Analyst

Managed help desk for Online Routing System in an AS/400 environment.

Developed ad-hoc SQL queries.

Converted several SQL queries into windows based Impromptu application and developed automated schedules for them to run and distribute automatically.

EDUCATION

1991 - 1994 Webster University St. Louis, MO Bachelor of Science, Computer Science

Bachelor of Arts, Business Administration

1997 - 1997 University Missouri St. Louis St. Louis, MO Continuing education

2002 - 2002 Eclasses.org online Continuing education

2021 – 2021 University of Maryland College Park, MD Product Management Certificate

TOOLS

Word, PowerPoint, Excel, Visio, Teams, Adobe AEM, Adobe Analytics, Jira, InVision, Google Analytics, Looker, AWS,

REFERENCES

LinkedIn profile - http://www.linkedin.com/in/lisaimmekus

Other References - Ken Kellogg

John Conroy

JaNeice Giesler

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