PATRICIA DEHAAN-FLOWERS
Oswego
Summary
HR Associate with proven expertise in customer service and technical support within call center environments. Skilled in managing employee relations and benefits administration, ensuring compliance with HR best practices. Recognized for implementing initiatives that enhance workplace productivity and streamline operational processes. Strong interpersonal and communication skills contribute to fostering positive work environments and improving employee satisfaction.
Overview
11
11
years of professional experience
Work History
Sr Lead Employee Service Associate
Rush University Medical Center, RUMC
Chicago, IL
01.2026 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Collaborated with leadership to define workforce planning objectives aligned with organizational goals.
Benefits Specialist
Rush University Medical Center
Chicago, IL
09.2022 - 01.2026
- Supported day-to-day operations of HR functions and duties.
- Developed and implemented personnel policies and procedures.
- Answered incoming calls promptly and professionally, addressing customer inquiries with empathy and understanding.
- Exceeded performance metrics related to call time, quality, and customer satisfaction.
- Maintained accurate records of customer interactions for future reference.
- Used job-related software to complete employee/customer cases.
- Assisted customers in navigating through various web pages on the company's website.
- Followed up promptly on all unresolved cases from previous shifts.
- Trained new associates on customer service protocols and operational procedures.
- Supported team in implementing process improvements for service efficiency.
- Assisted in resolving customer complaints by providing product knowledge, troubleshooting steps, and problem resolution.
- Attended team meetings regularly to discuss new procedures or changes in the workplace environment.
- Maintained up-to-date knowledge of company products and services to effectively answer customer questions.
- Utilized problem solving skills to resolve customer issues in a timely manner.
- Managed credentialing processes to ensure compliance with regulatory standards.
- Reviewed employees for eligibility to transfer and interview based on established guidelines and policies.
- Updated employee records, including name changes, and other related documents.
- Communicate with employees regarding pay-related inquiries and concerns.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
Outpatient Pharmacy Technician
Edward-Elmhurst Hospital
Naperville, IL
03.2022 - 09.2022
- Helped pharmacy staff prepare medications and fill orders.
- Adhered to regulatory guidelines for workplace safety and customer confidentiality.
- Created new customer profiles and updated demographics, in pharmacy computer systems.
- Transmitted claims to insurance companies for payment and reconciled EOBs.
- Dispensed medications to patients in their hospital rooms in accordance with pharmacist orders.
- Received written prescriptions and refill requests from patients, evaluating information for completeness and accuracy before filling.
- Responded to patient concerns and inquiries professionally and efficiently.
- Called insurance companies and verified patient coverage.
- Applied HIPAA privacy and security regulations while handling patient information.
Customer Service Associate
Walmart
Oswego, IL
07.2020 - 06.2022
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Uphold strict quality control policies and procedures during customer interactions.
- Supported company and clients, including addressing inquiries, resolving issues and managing customer relations.
- Consulted with customers regarding needs and addressed concerns.
Human Resources Manager
Walmart
Oswego, IL
12.2015 - 07.2020
- Advised leadership on HR-related issues, including vacation and sick time, benefits, job services and employment discrepancies.
- Managed full-cycle human resource operational activities to maximize HR employee performance.
- Managed compensation, insurance and vacation days within employee benefits programs.
- Advised leadership on vacation and sick time, benefits, job services and employment discrepancies.
- Worked with HR advisors and HR representatives on establishing consistent hiring practices.
- Oversaw compliance with labor laws and regulations in all HR activities.
- Supported top talent identification processes by interviewing candidates and executing onboarding, orientation, and benefits processes.
- Educated employees on available benefits options through informative presentations, one-on-one consultations, and written communications.
- Managed short-term disability claims, ensuring compliance with policies and regulations.
- Communicated with employees regarding short term and long term disability claim status and required documentation.
- Enhanced understanding of short-term disability policies among team members.
Education
High School Diploma -
Percy L. Julian High School
Chicago, IL01.1988
Physical Education
Southern University And A & M College
Baton Rouge, LASkills
- Customer Service
- Medication Documentation
- Verbal and Written Communication
- Patient Profile Setup
- Customer Support
- Inbound and Outbound Calling
- MS Office proficiency
- Case management
- Training and development
- Team collaboration
- Workload prioritization
- Task delegation
Timeline
Sr Lead Employee Service Associate
Rush University Medical Center, RUMC
01.2026 - Current
Benefits Specialist
Rush University Medical Center
09.2022 - 01.2026
Outpatient Pharmacy Technician
Edward-Elmhurst Hospital
03.2022 - 09.2022
Customer Service Associate
Walmart
07.2020 - 06.2022
Human Resources Manager
Walmart
12.2015 - 07.2020
Physical Education
Southern University And A & M College
High School Diploma -
Percy L. Julian High School
References
References available upon request