Lisa Marie Bates 734-***-**** ac3v8e@r.postjobfree.com LinkedIn

Thank you for your interest in my application and for allowing me to share my story with you. Upon accepting the Front End Operations Manager role for MedEquip, a full range home medical equipment and respiratory provider, the leadership team was faced with difficult challenges regarding a restructure, impending layoffs, and significant difficulties with performance and declining morale. It was certainly not the most desirable way to start off in a new position. During a critical meeting with peers, the skills and abilities of the staff were being questioned. When asked whether they had confidence in the staff to do their jobs, one by one, each would respond with a resounding “no” before it was my turn. Feeling the pressure of groupthink, I stuck to my gut and stated that I believed with the right tools and resources, I had the utmost confidence in the staff. Shortly afterwards, another leader approached me and stated bluntly, “You need to stop thinking like an HR person!” and throughout the next several months, I was continuously reminded “to not take things personally”, “processes trump people”, and “it’s just business.” This was a harsh sort of mentalities to see in the workplace, especially for someone with so much HR experience.

Now, let’s rewind a bit. Much like most human resources professionals, I fell into the career path, which is why I believe it’s more beneficial to discuss the reasons I’ve stayed in HR. Although most leaders (at least the good ones) enjoy helping people and watching them succeed, HR professionals live for it! As do I. I’ve derived happiness in both my professional and personal life in coaching and developing people. In my 20+ years of progressive HR experience; I have learned, and continue to learn, how to best exercise influence, work collaboratively with business partners to creatively solve problems, and place a strong emphasis on organizational development and team building.

Let me now explain why I can make a difference for your company. My leadership skills have taken various shapes and forms. As an HR Business Partner for Michigan Medicine, I’ve provided HR support and counsel for over 1,200 employees. In my role as the Front End Operations Manager, I was responsible for managing over 50 customer service representatives who receive and process orders based on payer and regulatory requirements. In my own time, I am currently a volunteer and board member of Gabby’s Ladder, a non-profit family counseling center that provides grief education and support services for all of Monroe County. I also completed a six-year tenure as an Adjunct Professor at Monroe County Community College and led a program for medical office administration within the business department where I was able to coach many of students to land professional jobs both at Michigan Medicine and elsewhere.

I would also like to highlight something that perhaps separates me from many other HR professionals. Why even accept a position on the operations side of a business? It stems from the belief that often there is a disconnect between the business and HR sides and I wanted to gain insight on how I might be able to bridge the gap between the two. Leveraging my HR experience has been rewarding and it has rounded my skillsets quite nicely. You see, I never want to be complacent and my passion for learning has never stopped.

At MedEquip, despite not being in an “HR” role, I never lost sight of our people. While others were focused on the short-term margins and profit, I was focused on the assets we had to help achieve long-term margins and profit – our people. That is the mindset I will always carry with me.

I am now ready to re-embark on my career search in an industry I can be passionate and enthusiastic about. I am confident that my knowledge of operations and human resources, coupled with a desire to collaborate, coach and develop, and be of service to others are what make me a strong candidate for a position within your company, and I greatly look forward to hearing more about this opportunity.

Lisa Marie Bates

3417 S. Otter Creek Road, LaSalle, Michigan 48145 734-***-**** ac3v8e@r.postjobfree.com LinkedIn

PROFESSIONAL EXPERIENCE

Stagecoach Saloon, Bar & Event Center September 2017 – Present Director of Business Operations – Onsted, MI

Lead a team of 12 staff members with a $185,000 start-up budget to develop a strategic expansion plan, research and develop policies and procedures regarding standardization of work, safety, and compliance with regulatory and legal agencies, and ensure proper methods of measuring and communicating performance, special events, expenses, and overall profit margin.

MedEQUIP Michigan Medicine December 2016 – September 2017Manager, Front End Operations – Ann Arbor, MI

●Developed a new customer service process and delivery model that resulted in 75% improvement of FTQ, significant reduction in failed audit reports around payer compliance, and substantial increase in productivity.

●Led recruitment efforts for 15 new staff members to support a new model for handling incoming calls that resulted in an increase in our service from 13% to 90%, 0% abandoned rate for calls, and also profoundly reduced number of patient complaints due to long wait times from 45-60 minutes down to near zero wait times.

●Hired 30+ new employees, promoted 6, and co-led training efforts for 30+ new staff members.

●Implemented communication huddles to gain feedback on process flow and work efficiency from staff which led to a visual increase in staff engagement and morale.

●Provided management and HR expertise in the areas of performance management, employee relations, compensation, training and development, team building, hiring, and promoting.

●Performed as a strong member of the MedEQUIP Leadership Team by working collaboratively to develop operating budgets, strategic plans, productivity metrics, patient satisfaction and service recovery initiatives, cost reduction strategies, policies and procedures, and department initiatives.

●Analyzed, compared and evaluated industry standards and current market benchmarks, and utilized this data to enhance strategic direction, services, cost effectiveness, and profitability of MedEQUIP.

University of Michigan Hospitals and Health System June 2012 – Nov 2016

Human Resources Business Partner (Dept. of Human Resources) – Ann Arbor, MI

●Led the HR Solution Center Structure & Process subgroup, which was responsible for developing an organizational structure, determining appropriate staffing levels, and creating job descriptions.

●Corresponding with my OD certificate, co-led a committee with the Director of Faculty Development to design a toolkit for peer mentoring for junior faculty around research.

●Co-led the Education & Development Committee, which as part of an HR restructure, developed a new competency model for HR staff that included an assessment tool and development plan to help bridge the knowledge gap between the skills and abilities of current staff and the newly developed competency model.

●Served as a member for the HR Service Delivery CORE Team, which as part of an HR restructure, was responsible for making recommendations for restructuring HR Service Delivery, creating a new brand for HR, and developing a purpose statement for our new branding/restructuring.

Human Resource Manager (Dept. of Radiation Oncology) – Ann Arbor, MI July 2003 – May 2012

●Acted as and led a team of two trusted HR advisors for 185 employees in support of faculty and managers in the areas of compensation, recruitment, training and development, and employee relations.

●Organized and led the first rewards & recognition committee that helped increase employee morale and satisfaction scores by 60% within the first two years after implementation.

●Implemented a standardized department process for sharing results from an institutional employee satisfaction survey that included feedback from business partners on the needs of those utilizing department HR functions and used it to complete our yearly operating “people” plan.

●Instilled accountability for managers to complete action plans that were tied to their annual leadership performance evaluation discussions, a successful method to galvanize cross functional teams to work on leaner processes and increase synergy across the entire department.

HR Assistant/HR Generalist (Dept. of Radiation Oncology) – Ann Arbor, MI April 1997 – June 2003

Responsible for performing all HR-related duties working closely with senior management in supporting their HR needs at the department level in the areas of training, performance management, onboarding, policy implementation, recruitment/employment, affirmative action and employment law compliance. Major accomplishments included: 1) Created a tool that streamlined the process for onboarding staff and making sure they had all the necessary login and computer access in place prior to hire; 2) Developed a structured department orientation program for new staff; 3) Created a department employee handbook that included department policies and procedures that aligned with institutional HR policies and guidelines; 4) Developed a department training program that included tools for new managers when addressing performance management and employee relations related issues.

Medical Secretary (Dept. of Oral/Maxillofacial Surgery & Hospital Dentistry) – Ann Arbor, MI August 1991 – March 1997

EDUCATION

Eastern Michigan University – Ypsilanti, MI May 2012

Graduate Certificate in Organizational Development

Concordia University – Ann Arbor, MI May 2006

Master of Science in Organizational Leadership

Concordia University – Ann Arbor, MI December 2001

Bachelor of Science in Business Administration and Organizational Leadership

SOFTWARE PROFICIENCY

Business Objects

M-Pathways Programs

Microsoft Office Applications

PROFESSIONAL DEVELOPMENT

Jun 2010- Aug 2017 Professional in Human Resources (PHR), Human Resource Certification Institute

May 2012 Adjunct Faculty, Monroe County Community College, Area of Instruction (Business Division – Medical Office Administration)

September 2013 Influencer Workshop

February 2012 Human Resource Competency Conference, Dave Ulrich, Jon Younger, Ross School of Business

Feb-July 2012 HR CoP Change Leadership & Management Series

September 2011 Crucial Conversations Workshop

February 2011 4-Day Lean Healthcare Training

February 2010 How to Use Innovation and Creativity to Advance HR, Jeff DeGraff, HR CoP

March 2010 Master’s Series Leadership Program, EDGE, University of Michigan Health System

November 2009 Strategic Planning: What It Means to Work Strategically, HR CoP

March 2008 Foundations of Successful Leadership, EDGE, University of Michigan Health System

INSTITUTIONAL COMMITTEE INVOLVEMENT

2016 HR Advisor, Voice of the Staff, Work Life Balance Team

2015 Member, Solutions Center Core Team, UMHS Human Resources

2015 Co-Lead, Solutions Center Core Team, Structure & Process Subgroup

2015 HR Advisor, Value Margin Improvement Procurement & Stock Locations Team

2015 Facilitator, Voice of the Staff, Work Life Balance Team

2013 Member, Peer Mentoring Committee, Faculty Development, Medical School

2012 Member, Education and Development Committee, UMHS HR Service Delivery Implementation Initiative

2005 – 2012 Chair, Department Employee Recognition Committee (All-Stars), Radiation Oncology

1998 Chair, Critical Incident Plan Task Force, Radiation Oncology

1997 – 2003 Member, Department Diversity Committee, Radiation Oncology

1991 – 2007 Member, Staff Advisory Committee, Oral & Maxillofacial Surgery

LOCAL/NATIONAL MEMBERSHIPS & COMMITTEE INVOLVEMENT

2016 – Present Board Member, Gabby’s Ladder, Grief Counseling Center, Monroe County

2013 – Present Member, Women’s Leadership Initiative, Habitat for Humanity, Monroe County

2008 – 2017 Member, Greater Ann Arbor Society for Human Resource Management

2003 – 2016 Member, National Society for Human Resource Management

2006 – 2012 Member, Administrative Professional Advisory Board, Monroe County Community College

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