Lauren M. Conley

71 Hargrave Lane - Media, PA 19063 www.linkedin.com/in/laurenconley(610) 761-9403 lconley1789@gmail.com

PROFILE: Highly motivated professional with strong work ethic to positively impact client experience. Education and work background in health and benefits administration with strong organization and communication to ensure processes, procedures and timelines are met efficiently and accurately. High energy offering excellent customer service skills to internal and external clients. Liasion between business practices and operations to ensure customer service is met and exceeded.

EDUCATION:

The University of Scranton - Scranton, PAB.S. Liberal Studies - May 2010Concentration: Psychology, Nursing and Nutrition

EMPLOYMENT:

Willis Group Holdings – Philadelphia, PA February 2013 – PresentClient Services Specialist

Willis is one of the largest brokers in the world. I work in the Human Capital Practice Manage and coordinate all aspects of client activities for client management team.

• Maintain proprietary tools and resources including client portals, HR resources and communication technology, enables client onboarding and set-up.

• Subject Matter Expert - Employee Benefits Wellness– WELCOA certified for Seven Benchmarks

• Compile Placement and Marketing information, manage claims/loss data; census; review & scrub applications

• Create/order/maintain reports including benchmarking, Dashboard, DMW, rate/contribution history

• Proposal/meeting prep including schedules ,agendas, capabilities summaries and presentations

• Coordinate open enrollment & carrier implementation including group/individual apps, I.D. cards, carrier set-up, policy terms, communications, benefit booklet review, and meetings

• Implement and coordinate tools and resources, including education/set-up of Essentials, Willis Online, HR Partner, On Demand, and Brainshark.

• Assist client managers in a multitude of ways, including direct client service, conduct legislative research, investigate claims/billing/eligibility issues, and develop Client Service Plans, managing client open items and project coordination.

• Provide exceptional customer service by responding to clients and underwriters via phone and email

• Assists with various special projects as needed

Procura Management - King of Prussia, PA July 2010 - February 2013Claims Examiner / Auditor

Procura provides workers' compensation and auto insurance carriers, third party administrators (TPAs), managed care organizations (MCOs), government agencies and self-insured employers with outcomes-focused, customer-driven solutions

• Promoted to supervisory position after only three months in position• Lead New Associate Training Team• Generated, monitored and distributed management reports• Reviewed, created Initiated arbitration and mediation process with physicians and attorneys• Analyzed claim data while investigating proper adherence contract guidelines• Executed support to the (AIMS) department performing the role of Case Manager Assistant

(CMA), Medical Director Review/Appeal Coordinator, and Peer Review Coordinator• Worked with AIMS and Review Services Departments to meet the needs of the client base• Manage the nuances of various providers’ workflows while maintaining compliance with

established standards like HIPAA• Employ appropriate cost containment techniques including strategic vendor partnerships to

reduce overall cost of claims for clients in order to prevent fraudulent claims• Verification of the certification and credentials of vendor partners• Collaborated with the billing department through invoicing and billing analysis to ensures

contracted rates were correct in payment and reviews discrepancies in order to provide accurate payment to peer review and updated workflows daily to establish efficient processes and outcomes for the Auto Injury Management Services (AIMS) department

Home Helpers - Drexel Hill, PA 2009 – 2010Nurse’s Aide

• Assisted clients with in-home nursing care and other duties • Transported and attended physician’s appointments with clients

CLINICAL EXPERIENCE: Moses Taylor - Scranton, PA

• Skilled Nursing (Spring 2007)

Community Medical Center - Scranton, PA• Medical Surgical (Fall 2008)

Scranton Counseling Center • Psychiatric (Fall 2008)