Lania Harris
New Orleans
Summary
Healthcare operations pro with strong Epic proficiency and a Client-Service mindset. Bridge between clinicians, IT, and business partners to improve workflows, training, UAT, ticket triage, and documentation. Calm with escalations, fluent in KPI/SLA tracking and Excel reporting, and known for coaching team members and driving process improvements. Targeting Epic Analysis, Client Service, or Hospital Operations roles.
Overview
10
10
years of professional experience
Work History
Senior Insurance Analyst
Cigna Healthcare
10.2024 - 09.2025
- Analyzed insurance claims data to identify trends and improve processing efficiency.
- Collaborated with cross-functional teams to enhance policy compliance and risk assessment.
- Conducted thorough audits of claims to ensure compliance with industry regulations and company standards.
- Collaborated with claims adjusters to investigate and resolve disputed claims effectively, promoting client retention.
- Provided exceptional customer service by promptly addressing inquiries, concerns, and requests related to policy changes.
Lead Nurse Technician
Touro Infirmary
07.2022 - 01.2024
- Assisted nursing staff in monitoring patient vital signs and reporting changes promptly.
- Provided direct patient care, ensuring comfort and adherence to safety protocols.
- Trained and shadowed new techs on hospital policies and Epic basics, improved documentation quality and confidence on the floor.
- Partnered with nurses, transport, and admission to reduce wait times and de-escalate concerns, recognized for calm. respectful communication with patients, families, and staff.
Lead Patient Access Coordinator
Touro Infirmary Hospital
06.2021 - 07.2022
- Coordinated daily huddles, coverage, and patient flow handoffs with charge RN, kept access KPIs green on high volume days/
- Handled escalations, restored satisfaction and prevented rework/denials.
- Reported KPIs to leadership with clear actions, delivered on coverage plans during volume spikes.
- Served as acting supervisor when needed, assigned work, approved breaks/OT, coordinated with Revenue Cycle/clinics.
Lead Customer Service Analyst
Our Lady of Lake Children's Hospital
10.2018 - 01.2021
- Analyzed customer feedback to enhance service delivery and patient satisfaction initiatives.
- Led projects aimed at reducing response times for patient inquiries, significantly improving service levels.
- Evaluated performance metrics regularly to inform strategic decisions on resource allocation and process enhancements.
- Boosted team productivity through effective coaching, performance monitoring, and regular feedback sessions.
Customer Service Analyst
Our Lady Of The Lake Hospital RMC
09.2017 - 01.2018
- Analyzed customer feedback to identify trends and recommend service improvements.
- Maintained up-to-date knowledge about industry trends and best practices in order to provide relevant guidance when required.
- Identified trends in customer inquiries, providing insights to improve products or services accordingly.
- Maintained HIPAA compliance and audit-ready documentation, 99% accuracy on reviewed work.
Lead Front Desk Agent
Hilton Garden Inn
05.2015 - 08.2017
- Supervised front desk operations, ensuring seamless guest check-in and check-out experiences.
- Trained and mentored new front desk agents on customer service protocols and hotel systems.
- Resolved guest concerns swiftly, maintaining high levels of customer service and loyalty.
- Managed daily reports, tracking occupancy rates and revenue generation to inform management decisions.
- Increased team productivity by delegating tasks and maintaining an organized work environment.
- Assisted with event coordination at the hotel, ensuring smooth operations during conferences or special occasions.
Education
Associate of Science -
Delgado Community College
New Orleans, LASkills
- Epic Systems
- Data Analytics & KPI Tracking (Excel, PivotTables, Dashboards)
- Leadership and team development
- Quality assurance in HIPAA
- Workflow efficiency improvement
- Problem Solving & Escalation Management
- Time management
Accomplishments
- Trained and coached 10+ team members, SOPs/job aids cut new hire ramp 30% and lifted QA scores.
- Held weekly ops huddles, converted dashboard metrics into team tasks, sustaining on target KPIs for 6+ months.
- Analyzed front-end error trends and streamlined intake steps, registration errors down 20% throughput up 15%.
- Audited encounters weekly, corrected discrepancies and coached staff to 99% data accuracy.
- Implemented intake/check-in checklist, error rate 20% and patient wait times 10-15%.
Timeline
Senior Insurance Analyst
Cigna Healthcare
10.2024 - 09.2025
Lead Nurse Technician
Touro Infirmary
07.2022 - 01.2024
Lead Patient Access Coordinator
Touro Infirmary Hospital
06.2021 - 07.2022
Lead Customer Service Analyst
Our Lady of Lake Children's Hospital
10.2018 - 01.2021
Customer Service Analyst
Our Lady Of The Lake Hospital RMC
09.2017 - 01.2018
Lead Front Desk Agent
Hilton Garden Inn
05.2015 - 08.2017
Associate of Science -
Delgado Community College