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Human Resources Customer Service

Hendersonville, North Carolina, United States
August 13, 2018

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Marsha J Justice

Cell: 828-***-****

Areas of Expertise

Business Development

Strategic Growth Planning

Project Management

Process Reengineering

Change Management

Performance Metrics Definition

OSHA Standards & Regulations

HIPAA Regulations

Safety Regulations

Accounts Receivable

Accounts Payable

Budget Development & Management

Employee Training & Development

Employee Rewards Programs

Employee Benefits

Employee Recruitment & Screening

Managed Care Contracts

Denials Management

Employee Selection & Placement

Compliance Policy & Procedures


Professional Experience

Microtech Knives, Inc. December 2017 - Present

Director of Human Resources

Primary Objectives

Safety of the workforce.

Development of a superior workforce.

Development of the Human Resources department.

Development of an employee-oriented company culture that emphasizes quality, continuous improvement, and high performance.

Personal ongoing development.

Development of the Human Resources Department

Oversee the implementation of Human Resources programs through Human Resources staff. Monitor administration to established standards and procedures. Identify opportunities for improvement and resolve any discrepancies.

Oversee and manage the work of reporting Human Resources staff. Encourage the ongoing development of the Human Resources staff.

Develop and monitor an annual budget that includes Human Resources services, employee recognition, company philanthropic giving, and administration.

Select and supervise Human Resources consultants, attorneys, and training specialists, and coordinate company use of insurance brokers, insurance carriers, pension administrators, and other outside sources.

Conduct a continuing study of all Human Resources policies, programs, and practices to keep management informed of new developments.

Lead the development of department goals, objectives, and systems.

Establish departmental measurements that support the accomplishment of the company's strategic goals.

Direct the preparation and maintenance of such reports as are necessary to carry out the functions of the department.

Prepare periodic reports for management, as necessary or requested, to track strategic goal accomplishment.

Develop and administer programs, procedures, and guidelines to help align the workforce with the strategic goals of the company.

Participate in executive, management, and company staff meetings and attend other community meetings and seminars.

Human Resources Information Systems HRIS

Manage the development and maintenance of the Human Resources sections of both the Internet, particularly recruiting, culture, and company information; and Intranet sites.

Training and Development

Define all Human Resources training programs, and assign the authority / responsibility of Human Resources and managers within those programs. Provide necessary education and materials to managers and employees including workshops, manuals, employee handbooks, and standardized reports.

Lead the implementation of the performance management system that includes performance development plans (PDPs) and employee development programs.

Establish an in-house employee training system that addresses company training needs including training needs assessment, new employee orientation or onboarding, management development, production cross-training, the measurement of training impact, and training transfer.

Assist managers with the selection and contracting of external training programs and consultants.

Assist with the development of and monitor the spending of the corporate training budget.


Establish and lead the standard recruiting and hiring practices and procedures necessary to recruit and hire a superior workforce.

Interview management- and executive-level candidates; serve as an interviewer for position finalists.

Chairs any employee selection committees or meetings.

Employee Relations

Formulate and recommend Human Resources policies and objectives for the company with regard to employee relations.

Partner with management to communicate Human Resources policies, procedures, programs and laws.

Determine and recommend employee relations practices necessary to establish a positive employer-employee relationship and promote a high level of employee morale and motivation.

Conduct investigations when employee complaints or concerns are brought forth.

Monitor and advise managers and supervisors in the progressive discipline system of the company. Monitor the implementation of a performance improvement process with non-performing employees.

Review, guide, and approve management recommendations for employment terminations.

Lead the implementation of company safety and health programs. Monitor the tracking of OSHA-required data.

Review employee appeals through the company complaint procedure.


Establish the company wage and salary structure, pay policies, and oversee the variable pay systems within the company including bonuses and raises.

Lead competitive market research to establish pay practices and pay bands that help to recruit and retain superior staff.

Monitor all pay practices and systems for effectiveness and cost containment.

Lead participation in at least one salary survey per year.


With the assistance of the CFO, obtain cost-effective, employee serving benefits; monitor national benefits environment for options and cost savings.

Lead the development of benefit orientations and other benefit training.

Recommend changes in benefits offered, especially new benefits aimed at employee satisfaction and retention.


Lead company compliance with all existing governmental and labor legal and government reporting requirements including any related to the Equal Employment Opportunity (EEO), the Americans With Disabilities Act (ADA), the Family and Medical Leave Act (FMLA), Employee Retirement Income Security Act (ERISA), the Department of Labor, worker compensation, the Occupational Safety and Health Administration (OSHA), and so forth. Maintain minimal company exposure to lawsuits.

Direct the preparation of information requested or required for compliance with laws. Approve all information submitted. Serve as the primary contact with the company employment law attorney and outside government agencies.

Protect the interests of employees and the company in accordance with company Human Resources policies and governmental laws and regulations.

Organization Development

Design, direct and manage a company-wide process of organization development that addresses issues such as succession planning, superior workforce development, key employee retention, organization design, and change management.

Manage employee communication and feedback through such avenues as company meetings, suggestion programs, employee satisfaction surveys, newsletters, employee focus groups, one-on-one meetings, and Intranet use.

Direct a process of organizational planning that evaluates company structure, job design, and personnel forecasting throughout the company. Evaluate plans and changes to plans. Make recommendations to executive management.

Identify and monitor the organization's culture so that it supports the attainment of the company's goals and promote employee satisfaction's culture so that it supports the attainment of the company's goals and promotes employee satisfaction.

Lead a process of organization development that plans, communicates, and integrates the results of strategic planning throughout the organization.

Manage the company-wide committees including the wellness, training, environmental health and safety, activity, and culture and communications committees.

Keep the CEO and the executive team informed of significant problems that jeopardize the achievement of company goals, and those that are not being addressed adequately at the line management level.

Affinity Living Group May 2017 – November 2017

Executive Director

Community Management

Work with the Community management staff and home office staff in all aspects of Community operations, including setting priorities and job assignments.

Monitor each department, communicate and interpret policies, evaluate performance, provide feedback, and assist and coach staff as necessary.

Responsible for cleanliness and maintenance of the Community and grounds.

Ensure safety of residents, their visitors and staff regarding Infection Control, Fire, and Safety policies and procedures.

Quality Assurance

Serve as the Director of the Community’s Q and A Committee and assure quarterly Q and A audits completed thoroughly and honestly.

Conduct routine inspections of services being provided to ensure highest quality.


Maintain current knowledge of State Regulations and ensure compliance in all surveys conducted by licensing authority, DSHR and DSS.

Resident Care

Ensure programming is effectively managed and marketed.

Actively researches and develops appropriate niche programming that reflects and meets the needs of residents and families.

Human Resources

Select qualified, appropriate candidates for employment.

Ensure training and incentive programs are in place and working properly.

Monitor employee morale, maintaining high level of team spirit and unit cohesion. Ensure compliance with employment laws and company policies. Manage turnover. Maintain network of recruitment sources.

Business Management

Manage Community budgets. Monitor labor costs, raw food costs, accounts receivable, accounts payable, and payroll in concert with the home office and the Operations staff. Appropriately handle and safeguard Community funds.

Sales, Marketing and Revenue

Ensure optimum/maximum occupancy, revenue and profitability for the Community.

Develop and implement sales and marketing plan. Keep abreast of market trends and competition. Maximize occupancy, efficiency of payer mix, and developing Community staff members as marketers of the Community.

Guide, manage and mentor Community Relations Manager to effectively reach occupancy and revenue goals.

Create a culture that trains and supports all Community staff to participate in internal sales process.

Effectively perform all phases of external relationship building/partnering with referral sources.

Promote occupancy and revenue growth through effective, planned events with community at large, residents and families.

Supervisory functions

Responsible for supervising, assigning duties and tasks and directing the work of all department employees with full accountability for the performance of subordinates.

Demonstrate independent judgment and discretion.

Interview, make hiring recommendations and orient new staff.

Schedule and reschedule staff using independent judgment and exercising discretion when creating the schedule and making determinations regarding granting employee requests for time off or other modifications in work schedules.

Responsible for tracking attendance and effectively carrying out disciplinary action where appropriate.

Communicate and enforce policies and procedures.

Evaluate performance and recommend changes to terms and conditions of employment based on such evaluations.

Community Relations

Develop positive relationships with State regulators, the community at large, families and residents on behalf of the Community and Affinity Living Group.

Residents’ rights

Ensure compliance and understanding of all regulations regarding residents’ rights.

Sava Senior Care February 2016 – May 2017

Executive Director

Lead the facility management staff and consultants in developing and working from a business plan that focuses on all aspects of facility operations, including setting priorities and job assignments. Monitor each department's activities, communicates policies, evaluate performance, provide feedback, and assist, observe, coach and discipline as needed

Develop an environment that allows for creative thinking, problem solving and empowerment in the development of a facility management team

Oversee regular rounds to monitor delivery of nursing care, operation of support departments, cleanliness and appearance of the facility; moral of the staff; and ensure resident needs are being addressed

Exhibit positive customer service both to internal and external customers through the ongoing support and implementation of the Company’s Health and Rehabilitation Services customer service initiatives and business objectives. Utilize survey information to address areas of importance as defined by customers

Ensure consultants and other support resources are appropriately utilized and a high level of interdepartmental teamwork is maintained

Ensure the building and grounds are appropriately maintained and that equipment and work areas are clean, safe and orderly, and any hazardous conditions are addressed; ensure that Universal Precaution and Infection Control, Isolation, Fire Safety and Sanitation practices and procedures are followed

Maintain a working knowledge of and ensure compliance with all governmental regulations

Monitor Human Resources practices to ensure compliance with employment laws and company policies, and ensure practices that maintain high morale and staff retention to include effective communication, prompt problem resolution, proactive supervisory practices, and maintain a proactive work environment. Manage turnover and ensure current and future staffing through development of recruiting sources, and through appropriate selection, orientation, training, staff education and development

Manage facility budgets and business practices to include labor costs, payables, and receivables. Monitor business activities to ensure procedures and standards are followed, appropriate handling of funds and that sound credible business practices are followed at all times. Communicate budget guidelines and expectations to department managers. Meet established budget and Accounts Receivable goals as developed by department supervisor and GVP team.

Develop and implement a marketing strategy for the facility that reflects service opportunities, competition, potential market area changes, and which maximizes census, payor mix, and ancillary revenues. Lead and monitor key staff and facility staff to play an active role in carrying out the marketing plan. Take initiative in evaluation, development and implementation of new business opportunities that meets the needs of the community and benefits the facility/Company

Develop positive relationships on behalf of the Company with government regulators, residents, families, area health care, physicians, and the community at large. Act as a resource of information to the community related to health care issues

Comply with, support and enforce Company policies involving all safety and infection control procedures to include the proper use of mechanical lifts, gait belts and personal protective back supports

Promote and understanding of and compliance with all rules regarding resident's rights; promote positive relationships with residents, visitors and regulators, to include presenting a professional appearance and attitude

Supervise, conduct and participate in department and facility education activities and staff meetings

Utilize the quality improvement process in all areas of facility operation

Key Accomplishments:

Successful resident, employee, visitor, and regulator relationships

Successful State Surveys

Successful Budget, facility, safety, and resident care maintenance

National Steel City, LLC May 2014 – February 2016

Human Resources Site Manager / Healthcare Case Manager

Effectively prioritize work activities, evaluating effectiveness, and modifying activities as necessary

Process Improvement in order to attain company financial goals, improve cash flow, and minimize error

Implement departmental policies and procedures and monitor staff for compliance

Properly administer progressive disciplinary action as policy dictates

Meet monthly safety targets

Execute diplomacy in all situations including complaints, requests, and inquiries

Accelerate all aspects of the Corporate Compliance Program

Build a positive work environment by working cooperatively with all areas through teamwork, interpersonal skills, and personal improvement/initiative

Facilitate investigations, medical and treatment referrals, and ongoing legal proceedings

Regulate agencies and client’s service providers to facilitate case coordination and information sharing

Document Interpretation

Coordinate the integration of social services/case management function as required

Develop client reasoning/determination letter

Maintain appropriate cost in healthcare administered to employees

Key Accomplishments:

Creation and implementation of on-site employee continuing education plan

Restructure of employee positive reinforcement and rewards program

Improved communication/relationship with Union Hall management

Park Ridge Health Jan 2007 – May 2014

Physician Practice Manager

Multiple Practice leadership including Billing, Coding, Compliance, Patient privacy, Staff hiring and performance reviews, Budget, Denial management, Customer service, New and Established staff training, Provider relations, New practice set-up

New and Established staff training at sister hospital within network to implement Electronic Health Record software

Project Leader and implementation of new Co-Pay system throughout 30 Physician practice locations to increase revenue and decrease Accounts Receivable; Train new staff and re-train established staff for co-pay collection; coordinate Financial Institution relations with hospital Accounting, Billing, and Information Technology departments

Conducted monthly employee training sessions at each Physician practice in order to review and decrease Denials

Creation and implementation of Clerical and Clinical Employee Training Manuals including system to increase employee retention and performance

Headed weekly training classes for new employees

Creation of Employee Recognition System for positive reinforcement

Creation of Training Manuals for Practice Managers; Conducted on-going training classes for Practice Managers including on-site supervision and instruction of Hospital standards and procedures

Facilitated community health fairs to promote Health System and recruit new patients and providers; Project Leader on follow-up and retention of new patients

Key Accomplishments:

Implementation of Medical Practice Electronic Health Record software

Increased patient count and revenue by synchronizing Physician Practice operations and management

Decreased AR by 60% in first 45 days of implementation of new Co-pay system

Decreased insurance denials by 50% with improved Denial Management System

Increased Employee retention by 20%

Increased Employee excitement and loyalty with positive recognition system

Successful set-up of new Physician Practices

Successful TJC and AOA inspections with high marks


Master of Science: Business Management and Leadership - MONTREAT COLLEGE

Bachelor of Science: Business Management - MONTREAT COLLEGE

Licensed Nursing Home Administrator

Licensed Assisted Living Administrator

Occupational Safety & Health Administration 30 Certification – UC SAN DIEGO SAFETY EDUCATION INSTITUTE


Medical Terminology, Coding, Billing Certification - ISOTHERMAL COMMUNITY COLLEGE

Customer Service Certification - DUN AND BRADSTREET

Computer Operations Certification - BLUE RIDGE COMMUNITY COLLEGE


Summa cum Laude

President’s Honors

Scholar’s List

4.0 GPA

Dean’s List

Business Leaders of America

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