Niki Epps Email & Phone Number

Ashland, Va, Us

Richmond, Virginia, United States

• Implement, track, monitor and maintain client non-qualified benefit plans, fund investments and distributions• Facilitate same day transactional activity with responsible teams• Liaison between clients, participants and Newport to ensure accuracy of plan record keeping and data • Initial escalation contact for participant service center inquires / client escalations and responsible for delivering solutions within the company standards• Conduct testing and implementation of new workflow processing system• Train, develop and mentor new employees, directly responsible for 8 plan administrators • Subject Matter Expert for all systems and processes• Assist with defining areas of improvement and developing / updating policies, procedures and systems to drive processing efficiencies across all teams• Plan, develop, deliver and service clients’ corporate non-qualified plan reports, statements and any additional requests by the client

Richmond, Virginia

• Develop, organize, implement and supervise the administrative functions of the company, including budgeting, accounting (payables and receivables), data collections, record maintenance and employee practices • Develop and implement individual and departmental metrics/reports/policy and procedures, increasing department productivity and profitability • Provide production support and leadership through communication, motivational coaching and training, technical and subject matter expertise, modeling superior customer service, resolving concerns, analyzing time and cost issues and preparing reports• Develops and implements human resource programs by providing human resources services, including talent acquisition staffing, employment processing, compensation, payroll, health benefits, training and development, records management, safety, succession planning, budgeting and employee relations and retention.• Develops company solutions by collecting and analyzing data; recommending courses of action• Improves manager and employee performance by identifying and clarifying problems; evaluating potential solutions, implementing selected solution, coaching and counseling managers and employees• Create and manage over 20 standard operating procedures for the scheduling, human resources and accounting job functions • Increased accuracy and productivity by 50% and decreased the office salary expense by $3,000.00 per month in the accounting department by streamlining daily functions and implementing a paperless work environment

Richmond, Virginia

• Ensure continuity of care for clients, timely client admissions/visits, professionalism, compliance, exceptional communication, teamwork and outstanding customer service by developing, organizing, implementing and supervising the administrative functions of the company, including budgeting, data collections, record maintenance and employee practices • Increased profit margin by 5% within the first year• Increased year over year gross profit by 7.64% in 2012 and 9.54% in 2013 through successful performance management skills in an office that had not seen growth in the past 5 years• Successfully created and managed to a $789,642.00 contribution margin budget with expected 9% growth for both operating locations• Developed cross functional relationships with our sister skilled company increasing customer satisfaction, continuity of care for our clients and increasing revenue for our skilled division• Create and implement weekly strategic marketing and recruiting plans that generate continued relationships in the community and that result in increased revenue• Monitor and follow up on past due accounts• Maintained individual and department metrics/reports, increasing productivity and profitability with continued monitoring and measuring of performance levels• Processed 200 person payroll • Use problem solving skills to resolve complex customer complaints within 24 hours• Experience with creating marketing analysis for different territories to promote growth

Goochland, Virginia

• Community marketing liaison for Goochland County, building relationships and ensuring the community/hospitals are educated about their Medicare, Managed Care and Medicaid coverage and about our skilled nursing and rehabilitation center • Conducted tours for prospective residents and their family and follow up on all community and hospital based referrals • Verified insurance information and completed all billing and receivable follow up along with admission paperwork• Planned and participated in community events/business development activities (Board of Director for the Goochland Chamber, Health Fair Planner, Volunteer, Car Show Coordinator, etc.) increasing admissions by 21%• Actively participated in weekly territory management and operations meetings ensuring we delivered quality care and reached and maintained facility census goals of 93% and above in an 84 bed facility• Decreased the office salary expense for the admission department by 50% within 4 months

Richmond, Virginia

• Ensured efficient, professional and timely distribution and processing of new business annuity applications and customer inquiries through coordinating and supervising the activities of a team of 25 case managers. • Developed and implemented cost savings procedure to mitigate the companies gain/loss resulting in company savings of over $1 Million in one year• Increased the accuracy and productivity of the case managers and performance analysts by 45% through streamlining the variable annuitization process • Helped develop and implement a computerized processing system that enabled the company to reduce headcount and increase productivity by over 50%• Ensured case managers delivered superior customer service on a daily basis by listening to calls and participating in the Net Promoter Survey where New Business scored “Best in Class”• Received 5 Performance/Leadership/Initiative awards from management between 2008-2011• Created and managed over 30 standard operating procedures and training tools for Case Management and Performance Analyst job functions and ensured they were adhered to• Created and maintained individual and department metrics/reports, increasing department productivity and profitability with continual monitoring and measuring of performance levels and quality assurance standards• Tracked employee time off and over time to ensure efficient coverage due to work hours and unexpected absences in order to accommodate processing and call volumes • Drove performance management through coaching, motivating employees, providing feedback and direction against stated goals, writing and delivering performance evaluations and taking corrective action as necessary to drive individual and/or team performance and participated in salary planning and budgeting processes