Human Resources Business Development

Caroline DeFreitas

Raleigh, North Carolina ********.***********@*****.*** 609-***-****

PROFESSIONAL SUMMARY

Experienced professional with 10 years of proven track record of driving growth and transforming organizations. Over the past decade, successfully scaled a startup into a midsize company, achieving revenue growth from $2 million to a projected $40 million for 2023. Adept in both Human Resources and operations, leading a global team of over 400 individuals. Proficient in key HR functions, including talent development, employee relations, business development, culture building, and recruitment. Passionate about leveraging technology to enhance operations and compliance, with a strong foundation in international laws and legal compliance. I am a Graduate Human Resource Management Certified Professional, pursuing a SHRM-SCP certification and progressing toward an MBA with an HR concentration with only three classes left. AREAS OF EXPERTISE

Human Resource Management & Operations Business Development Operations Culture Building Strategic Growth Initiatives

Multi-State & International Payroll Market Expansion Contract Management Workflow Optimization Cost Management HIPPA Compliance Policy Enforcement Sexual Harassment Training Leadership Technology & Innovation Budgeting Employee Benefits Total Rewards Recruitment Employee Relations Talent Acquisition & Development Multi-State Labor Law including California Employee Relations & Employee Accommodations Legal Compliance Workers Compensation STD & LTD FMLA EEOC

PROFESSIONAL EXPERIENCE

SOHO MEDICAL DOCTORS, PLLC – NEW YORK, NY

Human Resources Director 2014 - 2024

Spearheaded the company’s expansion from 2 states to 21, despite the challenges of the 2020 pandemic, demonstrating exceptional growth and adaptability, resulting in a 66% increase in revenue in subsequent years

Led the growth of monthly revenue from $700,000 to over $1.5 million, achieving a record-breaking $1.045 million in February 2020, resulting in significant financial success for the company

Played a pivotal role in expanding revenues in New York by 10%, further solidifying the company’s largest market, which accounts for 82% of total revenues

Converted the small HR department of 1 into a smooth people operating specialty of 15 HR professionals servicing over 400 staff, focusing on employee experience, cultural inclusion, and the education of work-life balance in a fast-paced, high-growth environment

Conducted one-to-one intake interview education for employees seeking reasonable accommodations based on medical conditions, disability, and religious beliefs, ensuring ADA, FMLA, EEOC, and HIPAA compliance

Directed and monitored complex projects applying strong strategic planning, project management and organizational and change management skills to handle complex projects with multiple priorities

Stayed compliant with regulations, minimized risk, and partnered with legal for any employment-related legal matters

Presented training and policy guidance to over 20 executive level administrators leading organizational change efforts

Drove the enhancement and evolution of all HR Systems (including HRIS) to ensure they are optimized and enable us to work efficiently and effectively during payroll, training and development sessions, and potential acquisitions

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Establish and manage the organization’s comprehensive recruitment process, including job description development, interview question creation, talent screening, and pipeline creation, ensuring the acquisition of top talent (80% retention rate)

Achieved a remarkable 85.7% success rate in unemployment cases through a focused internal effort, bolstering the company’s decision-making rationale and minimizing expenses

Pioneered the adoption of web based HIPPA and sexual harassment training, increasing awareness of potential violations and ensuring strict enforcement of organizational policies

Introduced quarterly performance management evaluations, enhancing employee performance and boosting morale by 80%

Successfully outsourced the company’s call center and expanded the medical billing team, leading to increased employee morale and operational efficiency

Strategically transitioned to appropriate Professional Employer Organizations (PEOs), reducing overall expenditures by

$50,000 in 2018 and achieving additional savings of $130,000 per year in 2024 through successful negotiations

Consulted with leaders and developed the performance management process (PMP) to address performance concerns as it relates to organizational objectives on a quarterly basis

Drove substantial patient growth, increasing appointments from 7,000 in 2018 to an impressive 13,000 new patient appointments in 2022, totaling 155,000 patient appointments over 4 years

Significantly expanded provider recruitment efforts, increasing from 103 providers in 2021 to 229 providers in 2023 to meet increasing patient appointment needs

Administrative Assistant 2013-2014

Soho Medical Doctors, PLLC - New York, New York

One year after joining the health tech company SohoMD, I was promoted to HR Director. During my time there, I oversaw all departments as a one-woman team. This included managing the call center, patient care coordination, revenue cycle, and all HR functions. As the architect of these departments, I worked diligently to ensure they ran smoothly and efficiently.

Built and maintained a positive working environment that attracts and retains high-quality patient service staff

Ensured that patients’ questions and issues are resolved properly and quickly

Instructed patients via telecommunication and web media-based instruction in the proper set-up using Spruce, RingCentral, Doximity, etc.

Provided guidance and education to staff calling for prior authorizations for patients

Met patient service financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analyzing variances, initiating corrective actions

Accomplished organization goals by accepting ownership for accomplishing new and different requests

Produced operational reports and conducted frequent quality assurance audits of Patient Service Centers, including call center and Ongoing Care staff

Troubleshooting patient questions regarding diagnosis & treatment with Medical Doctors

Monitor service calls to assess employee demeanor, accuracy of information, and conformity to company policies

Answered questions and recommended corrective action plan

Reported, analyzed, and resolved system malfunctions and patient and operational issues that impacted service quality

Strive to provide all patients with an outstanding experience

Inspired employees to maintain best-practice telecommunication and web media patient care processes by establishing clear policy and procedure guidelines

Assessed department needs and created the development of all department policies and standard operating procedures Caroline DeFreitas Page 3 of 3

PROFESSIONAL EXPERIENCE CONTINUED

KEAN COUNSELING CENTER – UNION, NEW JERSEY

Administrative Staff/Academic Specialist 2009 – 2013

Provided vital communication support to clinicians, serving as a liaison between the counseling center’s staff, showcasing strong interpersonal and communication skills

Delivered comprehensive training to new staff, demonstrating the ability to facilitate onboarding and development programs

Designed and implemented new hire orientation programming, illustrating a capacity for organizing and conducting employee orientation

Skillfully managed scheduling and time management for counseling sessions

Effectively coordinated the delivery of services through expert scheduling, emphasizing proficiency in managing and optimizing workflow

Managed invoicing and accounts receivable activities, demonstrating financial and administrative acumen

Successfully reorganized the internal document management system EDUCATION

Master of Business Administration/Human Resources Graduating in December 2024 Southern New Hampshire University – Hookset, New Hampshire Graduate Certificate/Human Resource Management March 2023 Southern New Hampshire University – Hookset, New Hampshire Bachelor of Arts/Psychology May 2013

Kean University – Union, New Jersey

TECHNICAL EXPERIENCE

Able HR PEO ADP Total Source Engage PEO Webclock Payroll Valant DrChrono CareCloud Charm QuickBooks Bill.com Expensify ADP LinkedIn Personal Scouting Indeed Sales Navigator Spruce Health ZocDoc Psychology Today

Microsoft Office Suite G Suite Google Docs Google Sheets Zendesk Excel Slack Google Meet Salesforce Zendesk Workday ServiceNow Prism HR HRIS

AFFILIATIONS

Society for Human Resource Management (SHRM)

Member

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