Lacey Marie

Customer-facing technical support and operations professional with experience supporting enterprise stakeholders, troubleshooting system and workflow issues, and driving process improvements in high-volume healthcare environments. Experienced acting as a shared technical resource across multiple facilities by resolving escalations, supporting platform usage, providing stakeholder guidance, and delivering data-driven recommendations to improve operational outcomes. Technical foundation in software engineering with hands-on AWS-based application development, APIs, integrations, troubleshooting, automation concepts, databases, and full-stack technologies.

Skilled at translating technical topics into actionable guidance, supporting end-user adoption, and scaling support through documentation, training, and process standardization.

Healthcare Operations & Clinical Workflow Support Specialist - Conifer Health Solutions - Frisco, TX

(2021-06 - 2026-04)

• Acted as a shared technical resource supporting multiple healthcare accounts across 3 facilities, assisting stakeholders with workflow questions, technical topics, escalations, and platform usage issues.
• Provided customer-facing technical guidance to providers, care teams, and leadership regarding healthcare application functionality, workflow design, process improvements, and best practices.
• Supported a scaled service model by managing 30–60 concurrent cases daily while balancing escalations, stakeholder communication, competing priorities, and technical support requests.
• Troubleshot workflow behavior, documentation errors, eligibility denials, DRG denials, and COB-related issues to improve operational outcomes and reduce recurring issues.
• Supported product and platform functionality by identifying workflow gaps, analyzing recurring trends, and recommending process enhancements using KPI reporting.
• Coordinated recurring stakeholder meetings (weekly, monthly, quarterly) to review performance metrics, discuss technical topics, and drive workflow improvements.
• Created documentation, training materials, and SharePoint resources to support end-user enablement, system usage, and process standardization.

Healthcare Government Operations Analyst - Conifer Health Solutions - Frisco, TX

(2016-11 - 2020-04)

• Supported healthcare application services through troubleshooting, workflow analysis, reporting, and stakeholder guidance to improve operational efficiency.
• Assisted providers, patients, and operational stakeholders with technical and workflow-related questions, issue resolution, and process recommendations.
• Supported system integrations across healthcare workflows, reporting tools, medical records, and operational processes to improve data accuracy and performance visibility.
• Conducted root cause analysis and identified recurring workflow issues to recommend corrective actions and process improvements.

Bachelor of Applied Science - Health/Health Care Administration/Management - University of Phoenix (2016)

Associate's degree in Applied Science - cybersecurity - Peloton College (2019)