Lawrence Flitton
Cx Advisor Consultant @Insite Managed Solutions
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WORK HISTORY
Cx Advisor Consultant @Insite Managed Solutions
As a strategic advisor, I lead transformative initiatives in healthcare, fintech, and transportation to enhance customer experience and operational efficiency. My key accomplishments include:• Led end-to-end CSS/RCM transformations, conducting in-depth assessments via interviews, data analytics, and process reviews, improving claim denial rates by 30% and generating $8M in annual revenue.• Architected AI-driven service platforms, integrating ServiceNow and Genesys to automate 40% of patient inquiries, reducing costs by 35% and response times by 50%.• Expanded client portfolios by 20%, building trusted relationships with health system executives and identifying $5M in new business opportunities through strategic insights.• Mentored 100+ multi-site agents and managers, designing career paths and training programs that reduced attrition by 45% and boosted SLA adherence to 98%.• Developed multi-option RCM solutions, streamlining billing, coding, and collections to improve cash flow by 25% and exceed client KPIs.• Collaborated with implementation teams, onboarding 5 new health system clients with seamless operational setups, achieving 100% client satisfaction.• Built real-time analytics dashboards, providing actionable insights into patient satisfaction and operational performance, increasing CSAT by 25 points.
EDUCATION
Weber State University
Technical Sales & Service
ABOUT LAWRENCE FLITTON
With more than 20 years of experience in the Business Process Outsourcing (BPO) industry, I am a seasoned leader and a certified Lean Six Sigma Green Belt who is passionate about delivering exceptional value to clients and stakeholders. As a CX Advisor for Insite, a leading CX consulting firm, I foster a culture of innovation, collaboration, and continuous improvement across various facets of contact center operations, including process optimization, workforce management, client relationship management, training, WFM, and technology integration.My expertise and achievements span multiple domains and sectors, such as technology, financial services, healthcare, insurance and home warranty. I have successfully launched and managed customer service teams in several international locations, improved agent efficiency and NPS scores by 20%, and increased revenue growth by 30% and 42% in two different roles. I am committed to empowering teams to exceed client expectations and achieve sustainable growth through the implementation of best practices and cutting-edge solutions.
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