Customer Service Management

L. Del Salone

Craftsman Ct.. Stafford, VA ***** 910-***-**** ********@*****.***

H U M A N R E S O U R C E S /P R AC T I C E M A N AG E R

Enthusiastic and efficient individual with over ten (10) years of experience in Human Resources Management and

Healthcare Administration.

Extensive background in Healthcare Management/ HR generalist affairs, including experience in employee

recruitment and retention, staff development, mediation, conflict resolution, benefits and compensation, HR records

management, HR policies development and legal compliance.

Demonstrated success in negotiating win win compromises, developing teambuilding programs, and writing

personnel manuals, corporate policies, job descriptions and management reports. Proven ability to develop strong client

and team rapport on all levels of a diversified culture. Sound and efficient manger with the skills and ability to “Plan,

Guide, Direct and Lead” a variety of projects and people. Compassionate Ethics Leader who realizes that a values

based culture is the true driver for any corporation to be compliant and effective. Exceptional problem solver who is

resourceful and able to work independently as well as with a team.

Proficiency in computer technology and related software, including Microsoft Office Suite and Outlook; HRIS

software to include, People Soft, NFC (HCUP), Empower, Siebel applications and EMR.

Skills

OSHA/HIPPA Instructor Staff Recruitment & Retention Orientation & On Boarding

Employment Law Employee Relations Training & Development

FMLA/ADA/EEO/WC Alternative Dispute Resolution (ADR) Performance Management

Healthcare Administration Benefits Administration Organizational Development

HRIS Technologies HR Program/Project Management HR Policies & Procedures

Professional Experience

Southeastern Regional Medical Center Lumberton, NC

Primary Care and Specialty Clinics to include promoting proper care management

Practice Manager, January 2009 to Present, Full Time

Diabetes and Arthritis Urology Pain Management Weight Loss Medical Center

Promote the effective management of the patient experience internal to Southeastern Regional Medical Center. Internal

experiences include, but are not limited to; the management of three Primary Care and Specialty Clinics promoting proper

manage care for 200 250 patients received on a weekly basis through supervision of 21 clinical and clerical employees;

serves as the Compliance Officer for HIIPA and OSHA mandates, serves as a Member of the Medical Group Management

Association (MGMA) to keep abreast of updated healthcare news, issues and other concerns, etc. Worked with senior

management to create HR policies and procedures; recruit employees; create group benefits databases; and develop

orientation, training and incentive programs. Manage leave of absence programs and personnel records; administer benefits

enrollment and programs; administer HR budget; and handle HR generalist workplace issues. Conducts all aspects of

practice staff employment, i.e. interviewing, performance appraisals and disciplinary actions. Maintains accurate and

personal employee files. Demonstrates a positive customer service attitude/behavior. React in a timely manner to resolve

patient complaints and/or employee conflict. Prepares all operational, manpower, and capital budgets as outlined. Prepares

and submits various operational and financial reports for all areas of responsibility as requested. Maintains a working

knowledge of CPT 4 and ICD 9 coding to legally maximize reimbursement. Act as a liaison between support staff and

physician. Conduct staff meetings on a weekly basis.

Key Results:

L . D E L S A L O N E

Structured and implemented programs and policies in the areas of training, compensation structures, benefits packages,

incentives and new employee orientation.

Facilitate multiple human resource/administrative functions to include – the maintenance of time and

attendance; staffing (recruitment/placement), performance assessments and evaluations.

Provide supervision and leadership for approximately 21 clinical and clerical staff. Managing

responsibilities for the planning, coordinating, directing and maintaining building facilities for all

three (4) clinics, to include maintenance and improvements of building and equipment, approving all

utilities and maintaining all aspects of budget (capital and variance reports) and perform forecasting

and succession planning for upcoming fiscal budgets.

Coordinates and manages the new manager’s orientation program. Facilitates organizational developmental initiatives

to meet the current and ongoing needs of the organization.

Collaborates with various internal and external departments to create health system wide education, courses and

assignments, as well as track compliance utilizing reporting tools. Knowledgeable of regulations and standards

required by Joint Commission to ensure compliance within our clinics and health community.

Oversee and facilitate patient and/or provider dispute resolution (patient care and relations). Review and interpret laws,

policies/procedures and directives to increase patient satisfaction, as well as, increase productivity, efficiency and

effectiveness throughout the clinics. This also promotes the integration of a humanitarian approach when

addressing problems or complaints of the patient and/or family member(s).

Part time HIPPA and Public Speaking Instructor, Robeson Community College, Lumberton, NC, 2010

ACCENTURE/CMCS TSA Contractor Homeland Security Reston, VA

Leading law enforcement agency employing 5,200 professionals in a central location.

HR Specialist (Contractor), February/2008 to

December/2008 Full time

Hired to fulfill a broad range of HR functions, including recruiting and training employees, administering

benefits, overseeing disciplinary action and managing HR records. I served as a member of the Special

Handling team; resolved conflicts as they pertain to military buy back, pay administration and

tenure/service computation dates (SCD), and strategic HR planning/compliance.

Key Results:

Utilized TSAs (Transportation Security Agency) government databases and HRIS systems such as: People soft, NFC (Epic

and HCUP), Empower, EPOF, and Seibel to coordinate various training and project activities in support of human resources

services and programs.

Conducted research and analysis on best practices and process management tools to provide recommendations for process

improvements. This process included the development of metrics in support of the assigned HR functional area.

Assisted in the restructuring/realigning of various organizational structures through use of position classification

methodologies by conducting analysis on the scope and complexity of positions and evaluating the level work to ensure

grade level sustainability within an organization.

Devised and implemented a continuous improvement measure to foster continuum of operations for day

to day activities and assignment that promoted cost effective incentives and morale boosting programs

that increased employee satisfaction and productivity.

Initiated a communication tool/method for the promotion and evolution of comprehensive and continuous knowledge

sharing and peer to peer guidance, as well as informal refresher training/reminders. This tool helped identify, assess and

resolve complex issues/problems within core group without managerial direction or recourse.

L . D E L S A L O N E

Carolina Neurosurgical Services Fayetteville, NC

Office Assistant (Medical), June1992 to March 2000, February 2006 to November 2007 Full Time

Medical office administration to include scheduling (appointments and consultations); managed front

desk operations; received complaints/disputes, etc.

Professional Experience (continued)

PPM Carolina INC (Healthcare Management) – Columbia South Carolina

Human Resources/Practice Manager, April 2000 to September 2004 Full Time

Phone: 910-***-**** Page 3

Supervised and managed daily operations by evaluating compliance and quality control regarding salary and

expenses; basic compensation and healthcare management.

Supervise front office and back office of two to three Primary Care and Specialty clinics.

Assisted Risk Management in facilitating dispute resolution processes utilizing and applying qualitative

and quantitative research methodologies for process improvements.

Conducts all aspects of practice staff employment, i.e. interviewing, performance appraisals and disciplinary

actions. Maintains accurate and personal employee files.

Demonstrates a positive customer service attitude/behavior. React in a timely manner to resolve patient

complaints and/or employee conflict.

Prepares all operational, manpower, and capital budgets as outlined. Prepares and submits various

operational and financial reports for all areas of responsibility as requested.

Maintains a working knowledge of CPT-4 and ICD-9 coding to legally maximize reimbursement.

Basic HR functions were performed to include the following: recruitment and placement; performance

evaluations; training development; and administrative guidance on procedures, etc.

Hoke County Board of Education – Raeford, NC

Human Resource Specialist, September 2004 to February 2006 Full Time

R functions were performed to include the following: recruitment and placement; performance evaluations; training

development; and administrative guidance on procedures, manage employee and labor relations, etc.

oordinated various retention/rewards programs to include the Education Reimbursement program and other incentives

programs that boosted morale and productivity, as well as increased employee satisfaction.

eveloped and coordinated staffing, classification and recruitment strategies. Conducted personnel orientation and

job fairs, which included the coordination of logistics and travel arrangements; and the development of interviews

and evaluation schedules.

onducted background checks and drug screenings.

Education & Certifications

Troy university FAYETTEVILLE, NC

(Ft. Bragg Campus)

Master of Science in Management (Minor:

Human Resource Management), 2008

Limestone College – gaffney, SC

L . D E L S A L O N E

Bachelors of Arts in Human Resource

Management, 2005

HR Designations:

PHR (Professional in Human

Resources), Pursuing Certification –

Estimated: Dec. 2014

Certificate in Federal Human

Resource Practices, 2008

Certification in Evaluation and

Management Coding 101 and 102

Leadership and Management

Workshops- Southeastern Regional

Medical Center

Of Note

Professional Development:

Complete ongoing training in the

areas of compensation and benefits,

employee and labor relations, leaves of

absence, workers’ compensation and

workplace safety/security.

Affiliations:

Society for Human Resource

Management (SHRM)

Staffing Management Association

(SMA) of Southern CA

Medical Group Management Association

(MGMA)

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