Human Resource Resources

Michelle Radford

Louisville, Kentucky

502-***-****

ad6mia@r.postjobfree.com

PROFILE

A proven professional skilled in employee benefits and compliance, performance management processes, agent licensure, HR records benefit and career development. Dependable and organized team player with the aptitude to communicate effectively and efficiently. Experienced at building relationships with employees across all levels of an organization. Skilled in Microsoft 10, Outlook, Oracle, as well as Microsoft Word and Excel.

EXPERIENCE

HUMANA, INC. Louisville, Kentucky 2016-present

HR Call Center Representative 3

Human Resources business representative for Fortune 500 Company. Ensuring efficiency of service center operations, technology and transaction processes, by utilizing knowledge and experience. Developed standards and procedures to address employee questions, transactions and administration of human resource programs. Collaborate with human resource information systems, human resource program managers and technology specialists, to ensure focus is on methods, tactics and processes for completing administrative tasks and projects. Systematically exercise discretion and judgement in prioritizing requests and interpreting and adapting procedures, processes and techniques, without being directed, due to breadth and depth of knowledge of administrative processes and organizational knowledge. Establish trust while generating communication for employees about employment relation issues, such as leader and work complaints.

Enable associates by communicating resources that are available, to find answers to human resource question and issues.

Paired with HR business leaders to find new opportunities to enhance employee experiences by, continuing to grow Humana values through continued education and workshops. Empower newly hired employees by mentoring and training, so that they can acclimate to their new positions with confidence.

HUMANA, INC. Louisville, Kentucky 2015-2016

Humana Agent Support Representative

Accountable for delivering timely and effective sales suppo Successfully micromanaged high volume inbound phone calls to assist insurance agents with pre-enrollment inquiries and annual enrollment periods. Encouraged agents to stay empowered by offering resource support and guidance. Implemented positive outcomes with agent issues by providing expert knowledge and understanding, centered toward business processes and federal CMS guidelines. Assisted agents with compliance verification, including submission and confirmation of contracts, licenses, and certifications.

Kept closely attuned to the needs and perspectives of customers, and used that insight for the benefit of the business.

Demonstrated high levels of multitasking.

SHPS, INC.-Louisville, Kentucky 2006-2015

Clinical Administrative Support

Provided clinical information from a variety of medical records and assigned the appropriate diagnosis, procedure, and evaluation management codes (e.g., ICD-9 CPT) to patient records. Assumed ownership and lead advanced and administrative/operational/customer support duties that required independent initiative and judgment. Collaborated with management by serving on a guiding coalition forum. Advocating for associates and members to contribute distinctive ideas by reason of facts. Facilitated providers by preparing prior authorization requests for medical reviews. Expert knowledge of icd-9 and CPT codes resulting in timely and efficient communication for providers.

Managed personal health information with hospitals and providers by requesting clinical information needed to determine the medical necessity for prior authorizations. Trained new associates and registered nurse reviewers so that acclimating to their new positions would be a streamlined transition.

EDUCATION

Jefferson Community College-Louisville Kentucky