Heather Lossing
Duluth
Summary
Results-driven Implementation Manager at UHC with expertise in project management and data analysis. Successfully enhanced customer satisfaction through effective problem-solving and process improvement. Proven ability to lead cross-functional teams and deliver customized solutions, ensuring timely project completion and high-quality service. Committed to continuous learning and professional growth.
Overview
19
19
years of professional experience
Work History
Implementation Manager
UHC
Duluth
09.2022 - Current
- Developed project plans and timelines for each implementation process, tracking progress against these plans to ensure completion on schedule.
- Analyzed customer feedback and identified areas for improvement in existing implementations or processes.
- Provided ongoing support after an implementation is completed by responding promptly to customer inquiries or requests for assistance.
- Reviewed customer specifications carefully before beginning any project work in order to avoid misunderstandings or delays later.
- Worked closely with customers throughout the entire implementation process to ensure satisfaction with results.
- Maintained updated knowledge through continuing education and advanced training.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Completed day-to-day duties accurately and efficiently.
Dedicated Client Services Manager/ Specialist
UHC
Duluth
05.2016 - 09.2022
- Obtained and manipulated data to identify trends and meaningful information for clients.
- Created reports on key performance indicators related to client services activities.
- Collaborated with other departments to resolve complex customer issues.
- Provided guidance to team members on how to handle difficult situations with clients.
- Trained new staff members on customer service processes and procedures.
- Implemented quality control measures to uphold company standards.
- Conducted regular inventory audits to maintain accuracy.
- Maintained accurate and up-to-date inventory records.
- Attended to customer service issues.
CDH Advocate
UHC
Duluth
10.2008 - 05.2016
- Remained highly organized and detail-oriented while working on several cases simultaneously.
- Maintained a thorough understanding of all products, services and programs offered by the organization.
- Coordinated meetings between clients and internal teams as necessary.
- Researched complex issues to identify root causes and develop appropriate resolutions.
- Developed customized solutions for individual customer needs.
Claims Representative
UHC
Duluth
09.2006 - 10.2008
- Processed a high volume of claims efficiently while maintaining quality standards.
- Evaluated and processed insurance claims according to company policies and industry standards.
- Collaborated with fellow team members to manage large volume of claims.
Education
Some College (No Degree) - General
Mesabi Community College
VirginiaHigh School Diploma -
Eveleth- Gilbert Highe School
EvelethSkills
- Project management
- Data analysis
- Customer support
- Client relationship management
- Quality assurance
- Process improvement
- Reporting metrics
- Problem solving
- Effective communication
- Time management
- Collaboration skills
- Cross-functional team leadership
- Professionalism
- Self motivation
- Problem-solving abilities
- Team building
Affiliations
- Special Needs mom. I have 3 children, 2 with special needs. I manage their medical and mental health professional teams while also advocating for them at schools and other social settings.
- Cofounder of a church and 2 nonprofits- I ran Church of Restoration and the Wolffe Cultural Center for 4 years. Also helped found the Northern Organization For Assisting Heroes (N.O.A.H) in honor of a classmate who committed suicide after returning from overseas assignment in the military.
- As a survivor of Doemstic Abuse, I also helped start and run a support group for female survivors of abuse within Celebrate Recovery, a global group that helps anyone to heal from issues in their past.
References
References available upon request.
Timeline
Implementation Manager
UHC
09.2022 - Current
Dedicated Client Services Manager/ Specialist
UHC
05.2016 - 09.2022
CDH Advocate
UHC
10.2008 - 05.2016
Claims Representative
UHC
09.2006 - 10.2008
Some College (No Degree) - General
Mesabi Community College
High School Diploma -
Eveleth- Gilbert Highe School
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