Cassandra Lawrence

About Cassandra Lawrence

I lead enterprise initiatives that elevate member satisfaction, strengthen Medicare STARs performance, and improve operational outcomes across Medicare, Medicaid, and Commercial lines of business. With a foundation in nursing and public health, I bring a clinical, member‑centered lens to quality improvement, health literacy, and engagement strategy.My expertise is in translating data into action, driving results through CAHPS optimization, grievance reduction, and targeted outreach that closes care gaps and improves access to care. This work has contributed to measurable STARs performance gains, including progress toward 4.5‑STAR goals, and sustained declines in member grievances.I collaborate closely with clinical, product, analytics, and operational partners to align member experience with operational excellence, grounding initiatives in dignity, respect, and evidence‑based care.As the founding Co‑Chair of the UPMC ENABLED Network, I also champion disability inclusion for employees, advancing accessible workplace practices, leader education, and an inclusive employee experience that strengthens engagement and performance across the organization.

Experience

1. Director of Operational Excellence and Member Experience

   UPMC Health Plan

   Mar 2022 — Present · Pittsburgh, PA, US

Education

• Walden University

  Doctoral, Public Health

• Carlow University

  Bachelor's degree, Nursing

  1984 — 1988

• University of Pittsburgh

  Master's degree, Public Health

  1997 — 2001

• Walden University

  DrPH, Public Health

Skills

• Managed Care
• Hospitals
• Healthcare
• Process Improvement
• Data Analysis
• Hipaa