Experienced HR and healthcare operations leader with 5+ years overseeing case management, team performance, and employee support in fast-paced, high-volume environments. Proven ability to supervise remote teams, coach staff, manage escalations, and drive service excellence through accurate issue resolution and continuous improvement. Deep understanding of leave of absence processes, HIPAA compliance, and HR policy interpretation. Adept at improving customer satisfaction, meeting service level agreements (SLAs), and aligning team KPIs with organizational goals.
Team Leadership Remote Workforce Management Leave of Absence (LOA) FMLA Case Management HIPAA Compliance HRIS (Workday) Salesforce Call Center Operations Quality Assurance Escalation Management Employee Engagement SLA/KPI Monitoring Performance Coaching Policy Implementation Onboarding & Training Conflict Resolution Process Optimization Microsoft Office EMR/EHR Systems Bilingual: Spanish (fluent) Public health communication