NICHELLE N. BAKER

Kentwood, MI ***** / C: 616-***-**** / adgvxt@r.postjobfree.com / linkedin.com/in/nichelle-n-baker-77291468

HUMAN RESOURCE

Strong leader who is focused and dedicated with a diverse work background. Experience within the field of Human Resources in all stages of the HR process related to: Recruitment, Benefits and Payroll Administration, Training & Development, Policy writing and development, Records Management, and Compliance.

Areas of expertise include:

Employee Relations

Performance Management

Effective Communication

Technologically Advanced

Detail Orientated

Customer Service

Talent Management

Financial Oversight

Process Improvement

Lead change with integrity

Issue Resolution

Team Building/Training

PROFESSIONAL EXPERIENCE

Cancer & Hematology Centers of Western Michigan - Grand Rapids, MI 06/19 to 03/20

Site Manager – Human Resource Generalist

Provides daily operational and employee management of site personnel of: 1 site coordinator; 16 Medical Assistants; 5 medical records clerks; 15 schedulers; and 4 registration specialists in the areas of human resource management, training, development, counseling, discipline, corrective action plans, performance evaluations, and dismissals.

Responsible for daily office account reconciliation of patient balances, process deposits, create and maintain patient invoices, gather information to close out patient accounts for medical insurance claims, create information needed for the company to process death certificates and various financial reports that support company goals.

Collaborates with the appropriate level of management to ensure efficiency with communication, conflict resolution, workflow management, and quality of care outcomes to achieve positive patient and personnel experience.

Monitor company compensation structure to recruit and retain superior talent while implementing job descriptions, employee handbook, medical leave management, HR policies, and procedures for relevancy. Promote and provide an environment that facilitates professional development of staff and team building while carrying out Human Resource functional areas of: recruiting, policy development, compliance, employee and manager coaching, maintain accurate Human Resource records within Paycor (ATS), employee relations, training, development, benefits, and compensation.

Communicates and interacts with peers and other departments in a positive matter while embracing cultural diversity with confidentiality and respect to patients and their family members.

Engage and collaborate with various hospital personnel and outside customers across teams to expedite patient workflow and treatment as mutually set goals for the provision of patient care.

Holland Medi-Center- Holland, MI – (Contract Position) 10/18 to 05/19 Practice Manager/Human Resources Generalist - Occupational Health Services

Provide day-to-day operations to 4 Medical Office Assistants, 10 Medical Assistants, and 1 Radiology Technician with on-boarding administration, training, development, counseling, discipline, corrective action plans, performance evaluations, and dismissals.

Responsible for the execution of practice operations that addresses operational performance in the areas of medical leave management, employee performance, succession planning, workforce development, employee retention, scheduling, benefit enrollment, payroll, provider credentialing and change management.

Actively involved in the recruiting process for open administrative and clinical non-exempt positions using standard recruiting and hiring practices while maintaining relationships with staffing companies, local universities, trade schools and with state agencies.

Maintain accurate Human Resource records within the UltiPro (HRIS) system while preparing, recommending, and monitoring operational budget, goals, and objectives needed to operate the practice.

Manage reporting requirements and communication to various governmental agencies such as: 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).

Reconcile and investigate all complaints related to practice operations. Serve as the first point of contact for patient and external customer complaints. Reconcile and investigate all complaints relating to practice operations.

MedExpress Urgent Care- Grand Rapids, MI 9/16 to 5/18

Center Manager / Human Resource Generalist - Urgent Care Operations

Provided 24/7 management of a full medical staff of 5 Front Office Assistants, 4 Registered Nurses, and 4 Radiology Technicians with onboarding administration, training, development, counseling, discipline, corrective action plans, performance evaluations and dismissals.

Responsible to carry Human Resource functional areas of: recruiting, policy development, compliance, employee and manager coaching, maintain accurate Human Resource records within the UltiPro (HRIS), medical leave management, employee relations, training, development, benefits, and compensation.

Ultimate operational accountability of ensuring center meets monthly financial targets within the areas of: financial profits and losses, inventory control, medical center expenditures, payroll, facility building maintenance, marketing outreach, vendor management, human resource, information technology, employee scheduling, cash management, claims processing with various payers; while upholding company policies and procedures.

Accountable for the execution of company-wide process of organizational development that addresses operational performance in the areas of Key Performance Indicators (KPI’s), succession planning, workforce development, employee retention and change management.

Responded to request and inquiries from the general-public in person and over the phone, monitor patient satisfaction that drove Net Promotor Score (NPS) and resolve any complaints via Press Ganey survey management.

Prepared and reviewed financial and productivity presentations to staff and upper management within a daily huddle or on a weekly/monthly or quarterly basis while developing center philosophy of continuous improvement and support of company values of delivering Genuine, Caring, and Friendly service.

Achievement:

Increase new medical center operation, patient volume to 5700 patients in 2017 that lead center team to receive company regional recognition for achieving the highest Net Promoter Score (NPS) for exceeding patient satisfaction.

Option Care (Walgreen’s Retail Pharmacy) – Coopersville, MI 10/13 to 9/16

Manager, Billing Reimbursement

Managed 6 intake locations (2 locations in Michigan and 4 locations in Kentucky) with the facilitation month end financial reporting along with recruiting, hiring, on/off boarding, maintaining employee retention, coaching and development of employee relations.

Responsible to carry Human Resource functional areas of: employee relations, compliance, safety, benefits administration, compensation practices, documentation and records, and employee engagement initiatives while coaching leaders through employee performance issues.

Assists the billing center director with monitoring adherence to policies, procedures, and perform necessary audits that monitors and evaluate reimbursement productivity, develops, monitors, coaches, and manages 40 employees to ensure the development of employees through orientation, training objectives, communication of rules, constructive discipline, motivation, and loyalty that fosters a productive team-building environment to 40 employees.

Demonstrated experience in problem and data analysis, root cause identification, document and problem resolution activities along with diagnosing, isolating, and resolving complex issues. Provide recommendations and implementing strategies to resolve problems along with collaborating with internal resources to develop strategies that meet department goals within budget and established timelines.

Achievement:

Created monthly status board displaying national ranking breach marks to show how all the intake locations the billing center bills for are measuring up against other locations nationwide.

TECHNICAL SKILLS

Software: FACETS 5.01; Microsoft Office Suite; Microsoft Office Vista; Medical Manager 1.7; Visio; Oracle; Networks; Argus GUI 180d; Automated Call Distribution Symposium Agent Desktop; CISCO WebEx Connect (Instant Messager); OnBase v72 Client; 7 Encoder Pro; ABF Viewer; CISCO Unified IP Phone 7900; Fax Com Client; Visual Cactus v3 3.10.32; McKesson CCM5; CAQH (Council for Affordable Quality Healthcare); and NPPES (National Plan and Provider Enumeration System); P-Touch Editor 5.0; API LaborWorkx; Injixo Workforce Management; ZirMed; i-emphsys; Ceridian Self-Service; Cognos; UltiPro; HRIS; ICD-10; Sharepoint; 360 Facility; SalesForce; ADP; Workday; Athena; DocuTAP; Kronos 6.3; My Staffing Pro; EBI Employment Background Investigations; Concur; Athena Net V17.7 & eScreen123; I-Systoc 8.10; Lathem Pay Clock V6; Ricoh Printer; Polycom phone system; Paycor Version 4.8.4; InstaMed; Onco - EMR Version 2.8.0.152; DocHalo 19.3.2.

EDUCATION & PROFESSIONAL AFFILIATIONS

MBA, Master of Business Administration – Health Management

University of Phoenix, Walker, MI College of Allied Health Services, 2003

BA, Bachelor of Science – Health Care Systems Administration

Ferris State University, Big Rapids, MI College of Allied Health and Human Services, 2000

Member of the Society of Human Resources Management (SHRM), 2019

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