Customer Service Human Resources

Marie Whittick

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**** ** ****** **** . **** Saint Lucie, FL 34986 . 561-***-****

************@*****.***

QUALIFIED HUMAN RESOURCES PROFESSIONAL

Dedicated HR Professional with three years of experience managing a full

spectrum of human resources programs, services, and functions. Strong

interpersonal skills, excellent problem solving communication, able to

resolve conflicts and negotiate amicable outcomes. History of successful

interaction within diverse groups, effective and comfortable with

professionals at all levels. Highly skilled and experienced in recruiting,

training and performance management. Enthusiastic and passionate about

developing positive employee relations and exceeding organizational goals.

SUMMARY OF QUALIFICATIONS

. HR Policies & Procedures

. Staff Recruitment & Retention

. Benefits / payroll Administration

. Labor / Employee Relations

. Incentive Program/Event Management

. Team Building / Morale Building

. Employee Coaching & Counseling

. Legal Issues & Compliance (FMLA, FLSA, OSHA, EEO, ADA)

. Employee Development & Training

. Disciplinary Procedures

. Mediation / Dispute Resolution

. Safety Administration /Workers Compensation

. Contract Negotiations / Administration

PROFESSIONAL EXPERIENCE

AVANT AT LAKE WORTH SKILLED NURSING FACILITY - Lake Worth, FL

Human Resources Manager (1/2007 - 2/2010)

. Managed a broad range of HR functions including payroll administration

for 250 employees, benefit plan enrollment and administration,

retention, personnel file management, HR policy development, employee

recruiting, screening, hiring and orientation

. Managed employee relations program related to compensation,

disciplinary action, conflict resolution and

interpretation/application of policies and collective bargaining

agreement obligations in the form of counsel and advice.

. Conducted investigation and respond to EEOC charges.

. Designed and implemented team building workshops and employee

incentive programs to increase productivity and customer satisfaction.

. Developed and executed training programs for staff in regards to all

aspects of performance management, coaching, mentoring and

professional development. Conducted various organizational

effectiveness initiatives including leadership training for

management.

. Conducted exit termination interviews and compiled statistical report

on employee turnover rate for State and Federal report and annual

survey.

. Determined and recommended employee relations practices necessary to

establish a positive

employer-employee relationship and promote a high level of employee

morale and motivation.

. Managed workers compensation leave, FMLA, and all other extended leave

provided by the company.

. Administered facility safety program while initiating safety measures

and effective strategies

to reduce workplace injuries. Planned and implemented programs to

train department managers and employees in safe operating procedures,

ergonomics, fire prevention, safe handling of needles and chemicals.

Conducted and coordinated safety inspections in facility. Conducted

monthly safety meetings to address arising safety issues and concerns.

. Maintained OSHA logs and prepare report for posting.

. Represented company on unemployment claims and appeals.

. Negotiated union contracts while protecting the interests of the

company in accordance with company Human Resources policies and

governmental laws and regulations. Managed workplace union compliance,

reducing grievances from 5 annually to 1 in a 3 year period.

. Processed all salary changes due to merit increases, promotions,

bonuses, and pay adjustments and enter information into HRMS database

for payroll processing.

BOCA RATON COMMUNITY HOSPITAL - Boca Raton, FL

Patient Access Specialist (01/2004 - 01/2007)

. Scheduled outpatient diagnostic tests and procedures upon physicians'

office and patient request.

. Interviewed patients on telephone for clinical data, financial and

personal demographics.

. Verified insurance to determine patients' eligibility and benefits by

utilizing internet and

telephone.

. Requested and documented payment of all applicable patient co-

payments, deductibles and deposits while maintaining an accurate cash

journal.

. Provided high level of customer service through large volume of calls

from patients, physicians and insurance company.

. Departmental communication team leader. Member of Process Improvement

Team and Six Sigma Team.

. Assisted with new applicant peer interviews.

STONY BROOK UNIVERSITY HOSPITAL - Coram, NY

Patient Services Clerk/Nurse Station Clerk (12/2000 - 07/2003)

. Arranged and scheduled appointments for patient services, special

procedures, transportation and treatments. Interviewed patients on

telephone for clinical data, financial and personal demographics

. Determined hospital bed availability; coordinate with hospital

departments for efficient patient flow.

. Maintained referral follow-up system with hospitals, community

physicians and agencies.

. Provided high level of customer service through large volume of

telephone contact.

EDUCATION

Bachelor of Science in Health Care Administration

University of Phoenix, Fort Lauderdale, FL . 2008

AFFILIATION

Society for Human Resource Management (SHRM)

St. Lucie County Human Resources Association

TECHNICAL SKILLS

Microsoft Office (Word, Excel, PowerPoint, Publisher, Outlook), HRMS,

ADP Enterprise eTIME

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