Administrative Assistant Support

Collette M. Tupua

**** *. ***** ***

Texarkana, TX 75501

623-***-**** (cell)

903-***-**** (alternate)

*************.**@*****.***

OBJECTIVE: To pursue my career with a reputable company that is successful and encourages growth. EDUCATION: Texas A&M University: Bachelor of Science in English Literature – May 1999 University of North Texas: 1992-1995

Texarkana Community College: 1990 - 1992

EXPERIENCE:

CHRISTUS Health

05/2024 - Present

Nursing Administrative Assistant

Provide administrative support for Director over the Emergency and ICU Departments to include: scheduling, tracking, and reporting information, processing payroll. I provide clerical support to include generating letters, meeting minutes, updating ED, ICU and CEC’s zoom rooms (digitally), ordering of any and all medical and office supplies from over 300 + approved vendors. I oversee and fulfill any special projects. I receive and respond to routine correspondence and compile basic information for inclusion in various reports.

i-TEK Solutions (contracted with GoDaddy)

03/2022 to 01/2024

Sr. HR Operations Analyst

Remote worker. Perform routine quality checks of leave-related data to ensure accuracy, compliance, and overall status. Monitor metrics for service delivery improvement, SLAs adherence, and workload management related to LOA cases received. Analyze inquiry data to provide comprehensive summaries of volumes and identify trends regarding the leave process. Leverage knowledge of GoDaddy LOA policy, process, and procedure to provide solution resolution to employees and escalate complex or policy related issues accordingly. Direct employees to the appropriate team/resources and communicate clear next steps. Perform other leave administration duties at the discretion of the Leave Administration Team. Experience coordinating leaves of absence claims. Strong written and verbal communications skills and the ability to maintain a consistently positive attitude and courteous phone and email tone. Organizational and time-management skills. Exercise discretion with confidential information. Manage and multi-task critical programs and projects. Communicate clearly with all levels of employees and partners. Experience using various case management systems. Knowledge of Matrix leave administration a former employer as they are GoDaddy’s third party administrator with regards to Leaves, Short- and Long-Term Disability. Translate meaning, identify issues and makes process improvement recommendations. Expertise with the Matrix calendar (including reports) to keep up with what leaves have been reported and which are missing; how many instances an employee is approved for on intermittent leave; and whether a leave is pending, approved, or denied. Various special projects as needed.

County of Riverside HR Department - Learning & Organizational Development 01/2020, to 11/2020

HR Technician II

Under general supervision, performs para-professional technical personnel work in the training and equal opportunity/ affirmative action program units of the Human Resources Department; provides technical assistance to applicants, County departments, and Human Resources Department staff in the processing of personnel transactions, and in the compilation of data; and perform other related work as required. Presenter of New Employee Orientation that is conducted bi-weekly for all County new hires. Representative of Riverside County at recruiting events, job fairs, career expos and other scheduled events with partnership colleges and universities. Play a key role in working with and maintaining college/university relationships. Monitor and process requests submitted to the County Employee Referral Program. Create training videos and learning transcripts for COR Learning website. Assisted with the implementing and administering the pilot program: Passport Program. Assist with Educational Support Program, process all Public Service Loan Forgiveness requests. Assist with the monitoring of the Internship Program as well as process and issue tuition reimbursement requests. the Passport Program, ArmyPaYS Program and the Veterans Preference Program. May assist in the development of criteria used in rating and grouping training and experience qualifications of candidates; applies rating and grouping criteria to training and experience of applicants to determine relative competitiveness for further consideration and arranges for qualifications appraisal panel interviews including participating in the selection of interviewers, assisting in determining the dates, times, and location of the interviews, and assigning and coordinating required clerical assistance. Certifies and maintains eligible lists; establishes certification procedure guidelines with County departments and provides advice on, and enforcement of, personnel certification policies and procedures. Recommends and implements adjustments to automated personnel systems to enhance efficiency. Working knowledge of RivcoPro for the use of ordering office supplies and other special needed items for job fairs and university events and/or in-house projects and programs. Assisted with implementing the EOC's Medical and Non-Medical Volunteers website as well as processing all applicants for their background checks. Assist in all other aspects of the Learning and Development Team where and when needed. TriWest Healthcare Alliance

01/2019, to 07/2019

Leave Benefits Administrator

Administers benefit programs for TriWest employees on a leave of absence. Serve as a point of contact for general benefit inquiries related to group health, retirement, and disability plans, and ergonomic programs. Ensures compliance with federal and state laws as well as internal processes and guidelines. Serves as a resource to internal Human Capital peers. Monitor and analyze PeopleSoft data required for decision-making. Makes recommendations to improve and enhance employee benefit processing. Provide front-line employee customer service support by responding to inbox and phone inquiries regarding benefits programs; conducts new hire benefit orientation at the corporate location. Support Benefit Team members in the administration of the Wellness program –assist with coordinating multi- state events, answering questions, assisting with projects, etc. Leaves of Absence programs – serve as a resource to internal Human Capital peers; support consistency across all locations; administer disability and life insurance claims; collect and reconcile premium payments and coordinate arrears collections upon return; answer general questions related to FMLA, ADA, STD and Work Comp programs. Serves as secondary administrator in managing workers comp claims and return to work programs – gathers documents and information pertaining to the injury; reports injury to work comp carrier; facilitates success of claim resolution by working with claim reps, Human Capital peers, and leaders. Assists with gathering data for annual OSHA reporting. Open enrollment process - conduct employee presentations at annual enrollment time; responds to employee phone and email inquiries timely; manages the open enrollment process for employees on a leave of absence as well as former employees eligible for COBRA. Data and File management – assist with performing benefit data input for initial benefit events, qualified life events, COBRA, payroll deduction dates, and other benefit programs; maintain employee benefit files, vendor benefit files, and other documents. Performs other duties as assigned. CIGNA GROUP INSURANCE

04/2016, to 01/2019

LTD- Group Claims Senior Associate

Remote worker. Helps our customers maintain their health, well-being, and sense of security by managing an assigned caseload of disability claims. Evaluates customer eligibility based on contractual, state, and federal guidelines; communicates decisions in writing, calculates, and issues benefit payments. Follows-up on and reviews Social Security decisions and other income benefits. Helps customers through difficult times by following-up on their medical progression and discussing return to work options. Partners with medical, vocational, and other expert resources to develop a plan to address disability obstacles between the customer, attending physician, and client to facilitate a successful return to work on a full-time or modified-duty basis. Mentors and coaches’ new hires to increase their proficiency in the role. Responsibilities: Determines customer eligibility by reviewing contractual language and medical documentation, interprets information and makes decisions based on facts presented. Works directly with clients and Vocational Rehabilitation Counselors to facilitate return to work either on a full-time or modified duty basis. Networks with both customers and physicians to medically manage claims from initial medical requests to reviewing and evaluating ongoing medical information. Pays all covered claims accurately and timely. Executes on all customer performance guarantees. Responds to all telephonic and email inquiries within customer service protocols in a clear, concise, and timely manner. Ability to handle potentially high levels of call volume from customers and clients. Exhibits claim management performance according to quality and compliance standards. Manages both new claims and open claims equally and maintains decision times. Adheres to standard timeframes for processing mail, tasks, and outliers. Supports and promotes all integration initiatives

(including Family Medical Leave, Life Assistance Programs, Integrated Personal Health Team, Your Health First, Healthcare Connect, etc.). Demonstrates focus on team and office goals by developing an understanding of relationships with our business partners and positively interacting with business partners as needed. Understands Cigna Group Operations and Corporate Compliance, Policies and Procedures and best practices. Stays abreast of ongoing trainings associated with role and business unit objectives. Mentors and coaches’ new hires as needed. Ability to serve as a point person for projects and/or reporting functions.

MATRIX ABSENCE MANAGEMENT

06/2013 to 01/2015

Integrated Claims Examiner - FMLA & STD (Remote)

Investigate, evaluate, and determine benefit eligibility of Short-Term Disability claims in a timely fashion. Determine eligibility under federal and state requirements for leaves submitted. Medical certification review and management supplied by the healthcare provider. Determine the duration associated with the leave based on the information given by the healthcare provider. Calculate and issue weekly paid benefits to the employee. Communicate approvals, denials, leave extensions, return to work plans and other important information regarding the claim to the employee and the client. Monitor all paid claims for maximum benefit paid through date and close appropriately. Manage leaves that are concurrent with Short Term Disability and Workers’ Compensation. Manage intermittent, continuous and client specific leaves of absences/FMLA. Process all absences within the specific timeframes outlined within Matrix Best Practices guidelines.

PRUDENTIAL GROUP INSURANCE

11/2009 to 06/2013

Leave of Absence Manager – FMLA & STD (Remote)

Manage assigned caseload of complex, integrated STD (Short Term Disability), DBL, TDB and Absence leaves: FML, USERRA, state leaves (CT FML, CA PFL, CA PDL, HI PDL, etc.) and in-house personal leaves as a third-party contractor for companies across the entire United States. Clients cover all 50 states, therefore requiring a knowledge base of any/all specific state leaves. Communicate very closely with physicians and other licensed professionals regarding claimant’s health condition and medical documentation required for processing of claims. Establish and maintain a good rapport with HR staff as well as the employee on leave. Continue with open lines of communication for possible early return to work, extension of leave and benefits, death or even termination of employment. Offer guidance and recommendations to HR staff regarding any concerns or issues involving an employee’s leave and possible disciplinary actions. Work closely with designated HR staff to ensure employees return to work with any temporary or permanent modified duty or work restrictions. At times, initiate facilitated claims discussion with professional medical personnel on site to evaluate complex or large volumes of medical records received for a particular claim. Workers' Compensation is involved, must coordinate accordingly with designated carrier and/or HR staff for information necessary to render decisions for STD/FML. Analyze, approve, or deny claims for contestable and non-contestable cases. Generate all formal correspondence providing notice of disability and leave status. Provide technical assistance to other claims personnel as needed. Monitor and manage claims through its duration and follow plans to closure. Coach new hires and monitor/review all claims that are processed for accuracy. Provide guidance on interpreting med certs, how to function within Prudential’s DCMS system that tracks all leaves, and other standard operating procedures.

MATRIX ABSENCE MANAGEMENT

02/2008 to 11/2009

Absence Leave Coordinator (FMLA)

Manage assigned caseload of complex absence leaves: FML, USERRA, state leaves (CA FML, CA PFL, CA PDL, HI PDL, etc.) and in-house personal leaves as a third-party contractor for companies across the entire United States. Knowledgeable of the varied leave laws from state to state, eligibility requirements and leave entitlement. Tracked leaves for multiple companies. Work efficiently and effectively under strict time constraints to both evaluate and process initial leave eligibility and initial decision of claim. Workers' Compensation is involved, must coordinate accordingly with designated carrier and/or HR staff for information necessary to render decision for STD/FML. Knowledgeable of the varied leave laws from state to state to determine eligibility, how they should be applied to a leave (entitlement). Analyze, approve, or deny claims for contestable and non-contestable cases. Generate all formal correspondence providing notice of disability and leave status. Provide technical assistance to other claims personnel as needed. Monitor and manage claims through its duration and follow plans to closure. Establish and maintain a good rapport with HR staff as well as the employee on leave. Continue with open lines of communication for possible early return to work, extension of leave, death or even termination of employment. Offer guidance and recommendations to HR staff regarding any concerns or issues involving his/her leave and possible disciplinary actions. Work closely with designated HR staff to ensure employee’s return to work with any temporary or permanent modified duty or work restrictions. Offer guidance and recommendations to HR staff regarding any concerns or issues involving his/her leave and possible disciplinary actions. Capable of handling high volume caseload with extreme accuracy and efficiency. THE COUNTY OF RIVERSIDE: Human Resources Department October 2004 to February 2008 Human Resources Analyst I/HR Technician Work location was Riverside County Regional Medical Center in Moreno Valley. Handled all aspects of Employee Relations including investigations, generating formally written reports to support the level of discipline issued and being present during arbitration hearings to support findings. Worked very closely with Union Reps, Managers, Supervisors and Employees. All levels of recruitment and selection (using Resumix) involving reviewing resumes, selecting qualified candidates, sitting on interview panels and final candidate selection. Coordinate and participate in all job fairs. Act as Workers’ Compensation Liaison between the manager/supervisor, employee, and Workers’ Comp Department with regards to how to complete the paperwork and report the claim, time frame involved for initial decision and status of claim, final decision. Also played the lead role of Designee for Riverside County Regional Medical Center Hospital’s Return to Work Program locating temporary assignments for all employees able to return to work with work restrictions or certain limitations for brief periods of time. Reached out to various departments and their supervisors to arrange for the temporary modified duty assignments. Continued to assist with the monitoring of the temporary work assignment through its duration. Also acted as ADA Coordinator facilitating the interactive process with employees and managers/supervisors to determine the best solution for both parties involved regarding employee’s ability to return to work in the same position, alternate position, or retirement. Also performed all functions as Absence Leave Coordinator dealing with all FMLA, LOA, PDL and CFRA to set up/manage and monitor the claims until exhaustion or return to work. Various other HR duties as needed. Attend Unemployment Hearings as needed and processed DFEH complaints. ADDITIONAL SKILLS:

Microsoft Office, GroupWise, Resumix, Lotus Notes, Avaya, Power Point, Outlook, Slack, Adobe Acrobat, DCMS Excel, PeopleSoft, WorkDay, Confluence, Servicenow, Greenhouse, Leave Link, PACS, Access, Meditech, Matrix Eservices, Work Bench, Acclaim, Zoom, Team Meets, OneNote and Sharepoint

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