1. [Lisa M. Lauren]
[1150 N. Cambridge St.] | [Chandler, AZ ZIP 85225] | [480.886.9059] | [Lisa.Lauren@outlook.com]
Summary:
I strive to exceed expectations with 20+ years of leadership experience, supervisory functions
managing anywhere from 20 to 180 FTE’s, oversight of day to day revenue operations, month-end and
year-end close reconciliation, contracting, budgeting, coding, customer service and project
management experience in the healthcare marketplace. By driving innovative technologies, providing
exceptional internal and external client service, hiring the right talent to produce extraordinary quality
and performance results to meet and exceed the objectives, mission and operating margin of my
employer by going above & beyond my normal job duties.
Education
 [Project Management Academy], [Phoenix], [Arizona] -35 Training hours/3000 project
management hours. PMP certification pending testing availability
 [Six Sigma Green Belt Training], [Denver], [Colorado]-80 Training hours/4000 project hours
To include one measurement project and one improvement project to obtain certification.
 [Mesa Community College], [Mesa], [Arizona]-Majored in Psychology /Minored in Sociology
 [Oxford School of Business], [Oxford], [Michigan]- Maintained 4.0 /Majored in
Accounting/Business Administration
 [Imlay City High School], [Imlay City], [Michigan]-General Studies

2. 2
Experience
[9/2003-7/2015]
[Billing Manager & Interim Director] | [Sonora Quest Laboratories, Laboratory
Sciences of Arizona]
As Billing Manager and then in 2005 filling in the Director position, I was responsible for the strategic
direction and management of Sonora Quest Laboratories’ revenue processes and yearly stretch
goals. This included effectively monitoring and reporting on billing metrics and strategic revenue
opportunities, managing the third party billing partners, making tactical changes and improvements as
necessary, establishing key relationships with Government, Medicaid managed care organizations
(MCO’s) and other third-party insurance companies and clients. Coordinated with clinical
management on full cycle revenue processes, developed, managed and successfully tracked incentive
revenues for employee payouts due to goals being met. In this position I also teamed with executive
leadership in the strategic planning process of the upcoming year, pricing transparency, detailed
forecasting and volume analysis, coordination and teamwork with Lab, Operations, Finance, Database
management, Compliance & Risk, Contracting and Legal, Sales, HR, and IT teams, with a strong focus
on continual improvement, compassion and alignment with the organization’s mission. Sustained
communications with all levels of the organization upholding best practices, and determining revenue
and contractual opportunities for Sonora Quest. Inclusive of normal job duties, I maintained world
class billing metrics, exceeding cash goals 95% of the time monthly, DSO’s averaged at 40 and client
adjustment rate below 18%. In addition, I successfully lowered the Billing Data Entry quality
assurance rate to less than 2% of errors. In this position I also conducted yearly Ernst & Young Audits,
and every two years Compliance Audits and RAC audits as well as supplying executive leadership with
detailed month end and year end analysis.
[6/2000-8/2003]
[Billing Manager] | [Quest Diagnostics, Inc.] [Auburn Hills] [MI]
Cultivated successfully a culture of trust and loyalty by role modeling and mentoring a staff of 20
FTE’s. Directed and coordinated the daily activities of the Missing Information and Long Term Care
Department for optimum productivity and quality standard achievement. Provided
productivity/quality assessment results on a weekly basis as well as incentives to drive performance.
Ensured all claims were timely and accurately billed in a timely manner and all follow up was
accomplished within the allowed filing parameters. Reduced Missing Information down to less than
500 accessions by root cause analysis, Improving Internal/External Communications, Increasing
Internal Search Mechanisms, and by providing the Right Tools for Internal & External Client Success.
Participated in several Six Sigma Projects as a key process owner, and in 2003 awarded the
Compliance Excellence Award.

3. 3
[3/1997 – 8/2000]
[Office Manager] | [Dr. Brian Mullally] [Imlay City] [MI] [48444]
Daily oversight of practice administration to include scheduling, producing referrals, obtaining prior
authorizations and overall cash collections. Worked strenuously to improve and maintain strong ties
with community and patient base. Responsible for billing and coding all claims timely and accurately,
followed with conducting daily close reconciliation. Successfully implemented a process to verify
insurance benefits up front, which resulted in our office exceeding revenue collections of all other
satellite offices.
[1990-1997]
[Office Manager] | [Dr. Sergio A. Vie, M.D., F.A.A.P] [Scottsdale] [AZ]
Supervisory functions over practice administration, hospital and office coding and billing, ensuring all
claims were filed timely and accurately. In addition, served in medical assistant role as needed,
conducting strep test, urine analysis and other light lab work. Responsibilities also included
credentialing, collections and maintaining the Arizona State Immunization Registry.
Communication
I have had extensive training in communication techniques, and was awarded by Quest Diagnostics’
the award for “Achieving Extraordinary Customer Service.” Then when I led the ICD-10 project at
Sonora Quest Laboratories, I established a communication plan and change management plan; in
addition to creating the ICD-10 training modules for Sonora.
Leadership
I’m a leader who believes in demonstrating behaviors and values by personal influence for building
respect and driving commitment. By displaying honesty, integrity, compassion, purposeful
communications and collaboration.
Core Competencies [Skills]:
Twenty [20+] years of Leadership Experience with oversight over Healthcare Revenue
Operations
Advanced knowledge of Healthcare Federal and State Regulatory Requirements, Compliance
and HIPAA guidelines
Certified Six Sigma Green Belt in process measurement and improvements, Kaizen and 5S
10 years Project Management Leadership
Significant experience with reporting and analyzing revenue key performance indicators,
including producing reports for executive leadership including month end close reconciliations.

4. 4
Advanced knowledge of Microsoft Suites [Word, Excel, PowerPoint, Outlook] and some Access.
Operating System knowledge of Q-Suites, XIFIN, Freedom Imaging, SAP, BO reporting, Care
360 and Quest Lab.
Twenty [20+] years of Customer Service experience, including Client Visits, problem
resolution, root cause analysis and balance sheets.
Progressive knowledge of revenue cycle reimbursement methodologies, ICD-9 and ICD-10
coding, CPT/HCPC coding, charge payment posting and collections
Innovative and cutting-edge knowledge of advanced technologies
Accounting and Budget experience with both Capital and Non-Capital budgets
Payor and Client Contracting experience
Skilled in Long Term Care, Hospice, Home Care, SNF, ESRD, COC, Toxicology, Molecular
Genetics, Cytology, Cytogenetics, Histology, Virology, Serology and General Lab billing
Extensive experience conducting in Ernst & Young Audits, Compliance Audits and RAC audits
Knowledge in handling BBB complaints and developing a customer response
Skilled in Client Meetings, Vendor Bidding and Contract Negotiations to Contract completion
References & Letters of Recommendations
Available upon request.