CEO & Team Leader/Talent Aquisition

• Dec 2020 - Present

Licensed Realtor

• Mar 2016 - Present

Realtor + Owner

• Feb 2016 - Present

Laura Cleve, Realtor, combines her love for creating a premier client experience with her passion for real estate and custom home building. Before starting her own business in real estate, Laura, previously worked at UHG overseeing business operations and performance excellence. She is an active agent throughout the Twin Cities with Keller Williams Realty Elite, specializing in home buying and selling, luxury homes, investment properties, and custom home building. Laura dedicates herself to her clients and advocates strategically on their behalf as they make one of the largest purchases of their life.

Consultant, Compliance, Process and Accreditation

• May 2015 - Feb 2016

Lead 10 areas of Total Health team in the alignment and NCQA Accreditation process including initial assessment, GAP assessment, training, document and process oversight, and performance readiness.Develop partnerships across all operational teams including account management, product management, IT, implementation, customer service, event screening, club operations, regulatory, risk, and sales to lead the preparation, submission and ongoing compliance of NCQA accreditation and compliance initiatives. Supported performance management through systems creation (process repositories and version control) and the development of metrics and audit processes (team performance measuring) that allow visibility into day-to-day operational work.Supported ongoing HIPAA, PHI, PII and Data Integrity projects in partnership with Security Management team.

Manager, Quality Assurance and Internal Controls, Client Business Operations

• Dec 2012 - May 2015

Lead Quality Assurance and Internal Control teams (4) with complete directive control of all things related to:-Teams roles /responsibilities and performance evaluations -Key performance indicators-Coaching-All end-to-end prioritization and business process activities - creating, controlling, and improving business processesDesigned and implemented Quality Assurance Programs for OptumRx:Oversaw documentation of current state/processes and teamsReviewed all roles and responsibilities, job grades and descriptions and realigned according to the goalsCreated new documentation repositories and job process guidesDeveloped communication expectations and guidelines across OptumRx departmentsDeveloped a control process and standardization with the operational teamCompleted audit design, scorecard design and developmentCompleted performance metric developmentCapacity planningTrained audit teamImplemented full business audit program within OptumRxTeam oversight of control process and remediation planning, using Six Sigma and LEAN methodologies Business leader liaison for all compliance and audit preparation and assessment projects. Work in partnership with other business leaders to align day-to-day operations with requirements in accordance to any applicable regulatory or compliance programs (ISO 9001, EGRC, HIPAA, URAC etc.). Employee Engagement Culture Council Lead Acted as a leader, driving employee engagement within the organization. Tasked with significantly increasing employee engagement through crafting a specialized and consistent message about the culture of the organization and working with business leaders to plan strategic initiatives to bring this message to employees in a face-to-face experience.

Operations Manager, Client Services

• Jul 2010 - Dec 2012

Lead team of 7 Client Account Managers; reported to executive leadership on all strategic and tactical implementation relating to this team. Responsible for driving successful collaboration and execution within the operations team as well as across broader internal and external functional areas.Monitored all aspects of team performance, including but not limited to: compliance with established company and regulatory guidelines, audit, customer experience, scorecard development and management reporting, claims transmission, and efficiency. Dedicated business liaison for audit and compliance accreditations and certifications. Successfully supported all areas of the business through the completion of Enterprise Management System implementation, ISO 9001 certification, URAC accreditation, and other additional HIPAA annual reviews; including completing a business wide review, re-categorization, and maintenance of all standard operating process documents, process control maps, job aids, job descriptions, and all other documentation supporting the business operations. Identified, suggested, and contributed to innovative process changes to support business practices and organizational and fiscal strategy including a complete review and redevelopment of training and process compliance objectives within the client and provider account management service teams to support a robust customer service centered service model. Provided management oversight on all Medicare/Medicare/governmental client related issues

Sr. Business Process Analyst, Six Sigma Green Belt

• Mar 2009 - Jul 2010

Completion of transition to EDI billing for OptumHealth Transplant Services. Acted as Green Belt and led the transition of OH to EDI billing both inbound and outbound ultimately saving the organization over $1m in defect costs that were associated with claim rework, missing claims, or delays in payment. Served as Six Sigma technical content expert, provides peer advice, and builds organizational sustainability of process improvement knowledge and strategies in the form of training, workshops, and case studies.Six Sigma Green Belt Certification – March 2009

Organizational Effectiveness Consultant

• 2011 - 2012

As an organizational consultant, I lead the organization in the assessment and development of employee passion and engagement within their organization. I designed and implemented an online assessment tool that allowed the organization to obtain a pulse of how engaged and passionate employees were about the work that they completed each day. The assessment specifically looked at the following areas: collaboration, meaningful work, fairness, autonomy, feedback, connection with colleagues, and connection with leadership. I continued consulting with the organization, completing interviews with leadership teams and driving strategic growth planning and control process development, which were then handed off to leaders within upon my departure.Completed assessment of 55+ non-manager employees and triangulated findings by completing extensive organizational leadership interviews to validate findings and opportunities for strategic growth and development within the organization. Design, implementation and management of all marketing and communications with the Thesis project including consulting branding, assessment website design, print and electronic communications, and executive leadership communications. Continued consultation with city leaders and administrators to develop areas for remediation, training, and growth opportunities across city departments. Action planning and control process development in order to create a foundation of sustainable, measurable, and repeatable processes across departments, ultimately leading to additional education and training opportunities, mentorship program development, leadership coaching, process improvement planning, succession planning, and budget enhancement discussions.