Terri Armstrong, MSN-Ed., RN, CHCQM's Linkedin Analytics

Results-driven healthcare and claims operations leader with over a decade of experience in account management, quality assurance, and client relationship strategy. Proven track record of retaining and expanding large client accounts, leading cross-functional teams, negotiating complex contracts, and implementing process improvements that drive measurable value. Skilled in client stewardship, SLA adherence, operational analytics, and program management for high-volume, high-complexity service models. Currently managing over $8M in annual revenue, I specialize in crafting strategic partnerships, driving client satisfaction, and delivering measurable results for workers' compensation and disability services. My academic and professional credentials—an MSN in Nursing Education and a CHCQM (Quality) certification—underscore my expertise in healthcare quality management and my dedication to fostering high-performing teams and client-centric solutions. Key highlights of my career: *Leadership in UM/Auto Casualty: Direct virtual nurse review teams (onshore and offshore) to consistently deliver evidence-based, high-quality reports. Streamline processes and drove improvements that aligned with client expectations and industry standards. *SME in Evidence-Based Practice: Provide clinical expertise and data-driven insights to guide decisions in nurse reviews, earning trust and recognition from clients and internal teams alike. *Expert in Process Improvement: As a Green Belt Six Sigma professional, I identify and address core issues swiftly, ensuring sustainable solutions that enhance quality and efficiency. *Delivers exceptional customer Net Promotor Score (NPS) results *Proven Leadership in Account Management: Currently lead WCD accounts, draft and negotiate contracts, and facilitate business reviews, aligning client goals with organizational capabilities. *Extensive Quality and Vendor Support Expertise: Built strong client relationships through effective quality assurance and vendor support strategies, delivering measurable results. Whether managing complex client portfolios, optimizing processes, or driving quality initiatives, I am dedicated to delivering excellence and advancing the mission of improved healthcare outcomes.