Process new employees, transfers, and resignations. Manage the security in and out processing, orientation of new personnel ensuring new employees are knowledgeable of current practices. Maintain a variety of employment files and records. Respond timely to a variety of written and verbal inquiries of internal and external sources. Responsible for the printing and issuing of temporary badges to new hires and visitors. Partner with corporate to communicate any HR policies, procedures and programs. Assist the National Training Center (NTC) Managers in preparing new job descriptions. Ensure that recruitment and selection of NTC personnel is done objectively and based on the job description. Assist NTC managers in the implementation of the NTC performance appraisals. Counsel NTC Managers on writing reviews. Assist NTC managers with any disciplinary issues. Assist and train NTC managers on the proper documentation related to disciplinary actions in accordance with the corporate human resources office. Keep senior MGMT informed regarding HR matters. Provide effective and appropriate channels of open communication and participation for employees. Assists corporate HR personnel in hiring, discipline, individual performance, and leave.

Developed and executed an HR support plan that maintained focus on priorities across key areas such as: talent acquisition, performance management, training and development, succession planning, culture and engagement, recognition and rewards, and retention initiatives. Partnered with the leadership team to align MGMT actions, employee behaviors and company programs around the desired culture. Proactively provided guidance and input to business leaders on change management, workforce planning, talent reviews, and succession planning. Responsible for leading and/or participating in process improvement initiatives to create, revise or improve policies, procedures and HR practices to facilitate greater effectiveness, efficiency, and customer service. Provided proactive performance management guidance and support to managers with coaching, counseling, career development, and disciplinary/performance improvement actions. Managed and resolved employee relations issues in a timely and responsive manner and escalated issues as appropriate. Conducted effective, thorough and objective investigations. Developed strategic recruitment plans to ensure effective sourcing, screening, selection, hiring, and retention of high-quality talent. Identified, developed, and executed training and development initiatives. Identified and assessed the compliance and risk management issues. Managed information of a sensitive nature and maintained discretion and confidentiality at all times.

Assisted in employee relations in regards to communication and interpretation of HR policies and procedures. Coached/consulted with managers and employees on issues including: performance, terminations, sexual harassment, discrimination, etc. Interpreted and complied with all state and federal laws. Communicated and interpreted all benefit changes and policies. Educated employees about their benefits and coordinated open enrollment periods. Recruitment/Selection – Assisted managers with hiring needs. Tracked open positions. Sourced candidate from both internal and external sources. Interviewed and screened candidates for open positions. Conducted employee on-boarding and helped organize training and development initiatives. Provided support to employees in various HR-related topics such as leaves, compensation and resolved any issues that arouse.

Supported the Director of Compliance by researching and communicating State and Federal laws, regulations and policies that impacted PHS Operations. Assisted with the Compliance HOTLINE and related activities to include directing of issues to the appropriate compliance or operations personnel. Conducted investigations of suspected issues of non-compliance as directed by the Director of Compliance or Compliance Manager. Conducted compliance-related audits or monitoring projects, monitoring corrective action plans and review for performance to plan. Performed policy and procedure review. Developed and monitored compliance indicators for CDS and Regional facilities, Ambulance Services and Home Health’s. In coordination with the Director of Compliance worked with the HIPAA Privacy Officer on issues related to privacy and Section 1557 of the Affordable Care Act.

Managed and ensured HR regulatory guidelines are met in accordance with The Joint Commission, CMS, DOH, etc. Assisted in the coordination of the interview, selection, and hiring process of RN’s. Coordinated the process for hiring people in accordance with PHS employee policy and procedures and in compliance to the affirmative action plan. Helped develop a recruitment plan for each posted position in consultation with hiring managers. Accepted, screened, interviewed and referred appropriate qualified applicants to hiring managers. Assisted with the preparation of print and web advertisements on a local and national level to meet recruitment needs for routine and specialized positions. Evaluated capabilities of candidates and negotiated starting salaries in accordance with compensation guidelines. Represented PHS on a local, regional, and national level in recruitment events. Developed and implemented new programs to assist in recruitment efforts, in conjunction with managers.

Performed support duties in employee relations (ER) of Human Resources. Duties varied but involved contact with employees, managers, and outside individuals to provide standard policy/procedural information and performed routine problem resolution or referral on matters pertaining to human resources. Reviewed, processed, and routed a wide range of incoming human resources documentation. Updated HRIS (LTM/INFOR) and other systems (Perceptive Content, SharePoint) as required. Assisted with policy and procedural updates. Processed corrective actions, terms, leaves, and unemployment claims. Did intake of employee relation escalations and assisted with any follow up that may need to take place. Assisted Leaders and Managers on ER questions and situations. Participated in unemployment claim hearings and preparation for the hearings. Scheduled and facilitated Informal and Formal Grievances on Corrective Actions and Discharges. Managed license and certification renewals and ensuring compliance in regulatory agencies such as The Joint Commission, Department of Health, and Centers for Medicare and Medicaid. Participated in surveyor audits as needed. Trained and mentored leadership on how to manage license and certifications and organize employee files. Monthly participated in the Foundations in Leadership presenting to a class on how to manage employee files in accordance with regulatory standards. Traveled to regional locations to assist HR and leadership on HR compliance. Compiled quarterly reports on ER statistics. Assisted in the hiring process as needed.

Wrote and updated policies and procedures for all the Presbyterian Customer Service Center (PCSC). Created job aids and work instructions for the customer service center. Created trainings, facilitated meetings, and updated employees on new policies and procedures put into place. Ensured proper compliance with HIPAA and assisted in filing HIPAA complaints. Reviewed and approved/denied HIPAA releases in regards to health record releases, power of attorneys, custody orders, guardianship/conservatorship orders, CYFD documents, advance directives, and court documents for all of the PCSC. Responsible for preparing documents, reports, and data for submission for NCQA, HEDIS, and Human Services Department. Participated in the NCQA and HEDIS audits. Ensured quality is met for call center metrics by auditing calls and performing side by side audits. Attended weekly meetings in regards to CMS memos. Posted updates and new information to the communication board for health plan services. Provided coaching and training to representatives on proper verification and authentication of callers into the PCSC. Participated in interview panels for various call center jobs. Involved in a project for a program called Support Point, where responsibilities included developing plan document templates and inputting ISA’s, GSA’s and SPD’s into the system and deciphering benefits.

Wrote and updated training material for health plan services. Trained and lead individuals on health insurance and internal health plan policies; which includes claims, commercial plans, HIPAA, behavioral health, de-escalation techniques, customer service, provider calls, taking and updating payments. Maintained up-to-date knowledge of healthcare laws and any changes that occur. Answered member and provider calls, as well as, assisting on the team lead line when necessary. Actively participated in meetings in regards to Magellan, Claims, InstaMed, Health Services and the New Mexico Health Insurance Exchange. Developed and maintained the Health Plan Services Wall Monitors PowerPoint Presentation; which included designing, writing and formatting the presentation on a monthly basis.

Answered provider calls, assisted members, interpreted benefits and reviewed claims for members and providers on lines of businesses (IBAC, Commercial, Medicaid, and Medicare). Filed complaints and appeals on behalf of the member and kept up-to-date on any policy changes in regards to healthcare. Documented information into the FACETS database and answered general questions for members and providers.