Customer Service Human Resources

Top-Performing Human Resources Manager & Cultural Change Agent

People-oriented HR professional with experience in strategic planning,

design and implementation of HR policies and procedures, employee relations

protocols, recruitment initiatives, orientation and training, benefits

administration, and performance management practices. Known for the ability

to establish new HR departments, forge solid relationships, enhance

employee morale and job performance through training of staff at all levels

while promoting the concept that employees are a company's most valuable

asset.

Featured Achievements

o Established the Human Resource Departments for PIMS and 3 subsidiaries (7

hospital-based Pathology Groups, Billing Company and Laboratory),

including development and implementation of policies and procedures,

employee handbooks, hiring and retention strategies, and market-based

compensation plan.

o Developed training programs for both management and employees on ADA,

FMLA, and Sexual Harassment/Diversity. Other programs included:

- Introduction to DISC

- Leadership Development

- Customer Service Training

- Supervisory Training for New Team Leads

- Effective Employee Evaluations

o

o Key contributor to the start-up of medical practices, including

development of HR policies and procedures, authoring employee handbooks,

establishing employee relations protocols, and researching and selecting

competitive benefits packages.

Professional Experience

St. Luke's Physician's Group, Bethlehem, PA, 2008 - Present

(A network of physician practices affiliated with St. Luke's Hospital &

Health Network, including primary care, OB/GYN and specialty practices.)

Regional Manager

Drive revenues through the management of 3 primary care offices, 3 Internal

Medicine offices and 1 GYN office. Conduct practice assessments; review

monthly financials with practice managers and physicians (IDX system); and

maintain accountability for all training and development of management and

staff including employee relations and Pay for Performance initiatives.

Ensure HIPAA, OSHA compliance. Resolve all employee conflicts including

working with Union employees at one of the practices.

o During first year, successfully reduced both error rate and billing

lag days by 25%.

o Increased P4P incentives by 50% in 4 offices.

o Implemented new staffing position, resulting in 90% less referral

calls and increased physician satisfaction.

Physicians Independent Management Services, Inc, (PIMS), Tampa, FL, 2003 -

2008

(Specializing in practice management and consulting services for laboratory

services.)

Human Resources Director

Recruited to establish the Human Resource Department, developed all

policies and procedures, and guided managers with coaching, counseling,

hiring and termination issues. Directed all HR functions for PIMS and 3

subsidiaries (7 hospital-based Pathology Groups, Billing Company and

Laboratory). Performed job analyses and assisted managers with developing

job descriptions. Developed and presented various training programs.

Ensured compliance with ADA, FMLA, OSHA regulations. Served as a legal

resource to senior management for employment related issues.

o Developed and implemented a market-based compensation plan to attract

and retain qualified employees. Reported metrics on a quarterly and

annual basis.

o Identified alternative and cost effective methods for recruitment,

including working closely with educational institutions and

professional organizations to locate talented professionals.

o Recruited all healthcare professionals (physicians, senior management

and directors), and technical positions (histotechnologists,

cytotechs, laboratory personnel); supervised recruitment for billing

company.

Arn & Aston, P.A., Jacksonville, FL, 2000 - 2003

Facial Plastic & ENT Associates, Jacksonville, FL, 1999 - 2000

Baptist St.Vincent's Primary Care, Jacksonville, FL, 1998 - 1999

(Arn & Aston, P.A. was a primary care medical practice. Baptist St.

Vincent's Primary Care was a large hospital-based primary care network.

Facial Plastic & ENT Associates was a group of independent ENTs.)

Practice Manager

Managed practice operations and established and managed all HR functions,

including interviewing, hiring and terminating employees. Conducted

performance reviews and developed action plans for performance improvement.

Established relationships with hospital personnel to facilitate better

communications between practices and hospitals. Managed and processed all

accounts receivables and accounts payables, produced monthly financial

reports, and prepared monthly billing reports. Negotiated managed care

contracts. Resolved customer service issues.

o Researched and selected benefits for practice and conducted annual

comparative review of compensation plans.

o Improved operational efficiency by streamlining processes for both

clerical and medical functions, including front desk, billing,

referral, and inventory processes.

o Researched electronic management systems and brought billing in-house.

o Generated significant cost savings by partnering/negotiating with

vendors.

Prior Experience:

Admissions Director, Heartland Healthcare, Jacksonville, FL, 1997 - 1998

Billing Administrator, Cape Fear Memorial Hospital, Wilmington, NC, 1990

- 1997

Education

o M.A. in Organizational Management, University of Phoenix,

Jacksonville, FL, 2001

o B.A. in Sociology, University of North Carolina at Wilmington,

Wilmington, NC, 1996

o PHR Certification, 2001 - Present

o Certified DISC Trainer, May 2007

o Employment Law Compliance, November 2007

Affiliations

o Society of Human Resources Management (SHRM)

o Society of Human Resources Management, Lehigh Valley Chapter (SHRMLV)

Contact this candidate