Operations Analyst/Human Resources

JENNIFER TERRELL

Woodstock, GA ***** 770-***-**** *******@*****.***

Dedicated, results-focused, adaptable, and energetic Professional with 20+ years of diverse and transferable experience in fast-paced healthcare environments. Unique blend of expertise gained across multiple areas spanning human resources, quality, billing, operations analysis, care coordination, and other key spaces. Seasoned in working collaboratively and independently to advance key initiatives. Hands-on collaborator and effective communicator with excellent interpersonal, technical, analytical, problem-solving, organization, prioritization, multitasking, and decision-making skills.

RECENT CAREER SUCCESS

ENCOMPASS HOSPICE, Kennesaw, GA December 2020 – August 2021

Administrative Specialist/Human Resource Designee/Fleet Coordinator/Mobile Equipment Specialist/Payroll Coordinator

Contributed knowledge to multi-faceted role in Hospice Human Resources. Combined technical competence with dependability and loyalty. Demonstrated highly sophisticated skill and strategies. Made sound decisions in the absence of detailed instructions. Was exceptionally reliable and trustworthy when given an assignment and can be relied on to achieve results when confronted with major responsibilities and limited resources.

On-boarding of new employees for office and field staff

Refurbished employee files, bringing them up to policy requirements

Established effective working relationship with talent acquisition to ensure all applicants were reviewed and developed process for timely hiring of qualified applicants

Restructured HR workflow for this office capitalizing on efficiency and maximizing organizational productivity

Very knowledgeable over a wide range of job responsibilities

Effectively controlled cost through economical utilization of personnel, materials, and equipment

Implemented new safety awareness techniques, customized escape routes and emergency preparedness items, orchestrated drills

Integrated team with Coalition awareness and meetings

Daily assignments included: assisting field staff with software malfunctions, multiple reports that assured timely payroll submission, verify and route invoices for accounts payable, schedule education as needed

Ordering of office supplies, business cards for field and sales staff, promotional items

Applications involved: Concur, CPR Verification, E-Verify, ESS Background Checks, GCHEX, Home Care Home Base, I-9, Outlook, People Soft, Professional License Verification, SharePoint

WELLSTAR HOME CARE, Marietta, GA March 2013 – August 2020

Operations Analyst

Delivered high-quality support to multiple concurrent patient-focused activities and strategic initiatives. Analyzed healthcare operations and quality metrics to ensure the provision of patient-centered care. Educated staff teams on Epic and various home healthcare processes and best practices. Held responsibility for supporting Epic-related activities and providing end-user support. Aided in project planning and coordination activities.

Developed and implemented multiple effective and efficient processes for enhancing the efficacy of Epic, including conceptualizing, and creating new reports that better communicate roles and responsibilities.

Served as the first point of contact for field staff in the troubleshooting of laptop issues, authentication issues, and other IT-related issues.

Clinicians HR charts kept up to date, including obtaining any renewable required per position.

Played an integral role in supporting quality assurance and management activities and evolving priorities.

Successfully streamlined a brand new DME process for home health patients, thereby enabling each patient to receive their equipment faster by reducing field clinician processing times and boosting patient satisfaction.

Selected to serve as a Certified Safety-First Trainer and conducted training sessions for cross-functional staff.

Developed and implemented a SharePoint site that successfully streamlined communications, boosted organizational capabilities, and improved cross-team collaboration.

Consistently recognized for ability to problem-solve and effectively resolve escalated complaints and issues.

Authored written processes for the Conditions of Participation official guidelines and assisted CMS survey and evaluation activities.

Effectively resolved a Joint Commission finding by outlining sites for critical information and communication gaps, including playing a critical role in obtaining a Joint Commission deficiency-free survey.

Selected to assist a new VP of Post-Acute Services in various capacities and created a new spreadsheet for two locations that outlined monthly spending and related comparisons.

Guided CMS surveyors through charts and related information during annual surveys.

Honored with a Winner of Wellstar (WOW) Award for exemplary patient and vendor service delivery.

GUARDIAN HOMECARE, Roswell, GA May 2005 – March 2013

Skilled Clerical Coordinator

Provided a broad range of administrative and operational support in a fast-paced home healthcare setting. Facilitated the home health referral process and coordinated logistics with patients, family members, physicians, hospital staff, and other involved parties to ensure the provision of high-quality home-based patient care.

Facilitated training and support to ensure home care staff had adequate information and patient care plans.

Collaborated with vendors to order and obtain equipment and address unique patient needs.

Communicated with physician offices to secure orders that seamlessly initiated start of care.

Accurately completed chart audits for compliance and final billing purposes.

Selected to play a key role in referral source development and patient care strategy initiatives and projects.

Maintained an accurate pulse of emerging resources, care coordination strategies, and other key information.

Liaised between the agency and patients, families, physicians, and referral sources on a regular basis.

EDUCATION & CERTIFICATIONS

In Progress Professional in Human Resources, HRCI

Mar 2016 - Current Notary Public, State of Georgia

Sept 2016 – June 2019 Bachelor of Science, Health Information Management with CompTIA Project+ Certification, Wester Governor’s University

May 2015 – May 2016 Associates of Arts in Health Administration with Certification in Electronic Health Records, University of Phoenix

May 2014 – Nov 2014 Certified Professional Coder, AAPC

AREAS OF EXPERTISE

Healthcare Operations Analysis Customer Service Quality Assurance Billing & Fiscal Coordination

Resource Coordination Staff Training & Development Issue & Conflict Resolution Project Planning & Implementation Patient Care Strategy & Evaluation Medical Terminology Research & Analysis Process Improvement Emergency Preparedness Time Management

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