Customer Service Safety Manager

PAULA CARTER

Nationality: USA

Fort Walton Beach, FL 32547 850-***-**** ***********@*******.***

Professional Summary

Skilled in Risk Management with excellent day-to-day safety protocols, claims management in operations, including claims evaluation, adjudication and customer service in accordance with agreed quality and operations standards. Processes claims in a timely manner and complies with industry fair claims practices and applicable state regulations concerning the processing of claims. Prepares reports and sets goals, while being accountable for the results. Interacts with attorneys, claims professionals, which may include care coordination and intake nurses, claims examiners, benefit/customer service specialists, and administrative support personnel, including the regular and timely response evaluation of their performance. Maintains good, professional working relationship with superiors, peers, subordinates and other department managers and associates. Present statistical data in meeting and other venues.

Skills

Business Acumen Organization Skills Collaboration Skills Communication Proficiency

Critical Evaluation Decision Making Leadership & Navigation Relationship Management

HIPAA & FMLA Compliance Claims Management

Drug Free Workplace Ethical Practice Risk management processes and analysis Detail Oriented

Statistical Data Analysis

Interpersonal Skills Customer Service Advanced Technology Skills

Focus on multiple tasks Motivator Project management

Data management Implementing security measures Database development

Relational Database Management Systems administration

Compiling data Data audits

Work History

QHSE Director

Atalian Global Services

Oct 2019 - Apr 2020

Columbus, OH

Trained and certified employees in assessment procedures and safety behaviors

Directs, develops, and oversees the general health and safety policies and procedures of the organization

Directs, develops, and oversees the general health and safety policies and procedures of the organization

Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure

Develops a systemic process to collect data and analyze the causes of accidents and generate required reporting. Implements initiatives to reduce and prevent accidents, occupational illnesses, and exposure to long-term health hazards

Investigate accidents or incidents to discover causes and handle worker's compensation claims

Recommend solutions to issues, improvement opportunities or new prevention measures

Corporate Claims Manager/Business Partner

ATALIAN Global Services

Compliance to all federal, state, local standards and guidelines Apr 2013 - Apr 2020

Columbus, OH

Compliance with enterprise policies and procedures. Enforce and maintain B.E.S.T.™ program standards supporting all safety initiatives, policies and procedures

Manages day to day workflow of safety & risk management activity

Manages all company policies and procedures regarding Medcor and incident management with OSHA recordkeeping, updating policies and procedures in accordance with state workers' compensation and federal guidelines

Complete and participate pre-qualifications, contract review, safety database and client updates of safety statistical data. Must have attention to detail and sense of urgency Maintains compliance with state and federal guidelines for Drug Free Workplace

HIPAA Compliance and knowledge of FMLA guidelines

Monitors associates safety performance training needs and counseling Create and update action plans and measure effectiveness of existing plans

Serves as support to safety ambassador program. Delivers training as appropriate Content management for the B.E.S.T.™ program and direct updates for the site Researches, analyzes data and prepares quarterly reports on Safety trends

New safety project suggestions and metrics for current/future program goals for B.E.S.T.™ program

Support HR Program Manager incentive programs to support organizational excellence in safety, operations, performance

B.E.S.T.™ program compliance with Operations Management System

Support direction and activity of databases in association with approval of subcontractors, incident tracking, SDS, for internal/external clients

Participates in inter-department, inter-company, and client business activities Participates in company business activities

Provides advice and counsel to department heads, managers and staff on updating and interpreting programs

Represents the department with the team, related agencies and the public

Serves in the department as an acting HR/Safety Manager cross-functionally in another person's absence

Coordinate efforts between Workers Comp and FMLA with Senior HR Manager

Divisional Office Manager

United Northeast, LLC

Jan 1999 - Apr 2004

Columbus, OH

Prioritized daily distribution in incoming confidential information for facility manager Coordinated and engineered flow or work within department

Maintained internal division checkbook, assuring adequate supply of checks, and complete documentation on all checks disbursed

Responsible for maintaining OSHA logs

Responsible for reporting all incident and injuries keeping compliance with Bureau of Workers Compensation and OSHA

Analyzed data and prepares quarterly reports for senior management team Prepared and maintained weekly employee hours and time sheets Maintained strict confidentiality on all Human Resource issues and records Handled all new employee orientation and benefit orientations as needed

Served as initial contact for Division staff seeking to inquire or file complaints, grievances, etc Worked in collaboration with corporate office providing support as needed to bring about resolution on all projects

Provided back up and fill in for Systems/IT operator

Maintained Accounts Receivable and Accounts Payable log daily Supported Chief Operating Officer with daily operational functions Analyzed departmental documents for appropriate distribution and filing

Education

Bachelor of Science: Health Administration and Risk Management

University of Phoenix

Area of Study Health Care Systems

2015

Phoenix, Arizona

Associate of Arts: Information and Technology

University of Phoenix

2011

Phoenix, Arizona

Key Performance Indicators

Total Recordable Incident Rate EMR Employer Modifier Rate Number of Claims

Number/Type of Non-Work-related site incidents (for wellness education) Lag Time

Frequency & Severity

Lost Time/Medical/First Aid

D.A.R.T – Days, Away, Restricted, Transferred § Area of Injury Denied/Dismissed Claims

OSHA Recordable/Non-Recordable Cost of Claims

Settlements

Root Cause Analysis

Incidents by Branch/Location Incidents by Year

Compliance to incident reporting Compliance to BEST Property Damage

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