Claudine Carson
Leadership
West Henrietta,New York
Overview
13
13
years of professional experience
Work History
Human Resources Director
Eminent Care
04.2024 - Current
- Maintains written job descriptions and performance evaluations for each staff member in accordance with the Americans with Disabilities Act, OSHA and other pertinent laws pertinent laws governing job positions
- Review all requests from department heads for new and replacement personnel, fill requests as approved, and arrange interview, appointments, etc
- Check applications and references of prospective employees and arrange for interview with department managers as required or requested.
- Maintain job application files for individuals interested in employment within the facility, files applications for positions, by position or alphabetically to include job applications, resume, reference checks, etc. of that person meeting the eligibility requirements for the position to which they applied.
- Maintain Confidentiality of all pertinent personnel information in accordance with the Privacy Act, as well as our established personnel policies governing the release of information.
- Ensure that appropriate documentation concerning the employee’s right to work in this country is verified in accordance with current law, regulations and guidelines concerning such matters, and that appropriate documentation of such review is filed in the employee’s personnel record within the specified time frame.
- Conduct background checks in accordance with established procedures.
- Conducts department meetings to ensure goals are being met and request input on departmental operations.
- Develop and maintain a good working rapport with inter-departmental personnel, as well as other departments within the facility to ensure that services and activities can be adequately maintained to meet the needs of the residents.
- Hire personnel in accordance with established hiring practices
- Orient new personnel to facility and explain personnel policies, procedures, payroll procedures, safety/smoking regulations, grievance procedures, etc., as established in our operational policies and procedures
- Ensure that the facility follows current applicable federal and state employment regulations regarding wages, overtime, work hours, workman’s/unemployment compensation, etc.
Human Resources Business Partner II
University of Rochester
05.2023 - 04.2024
- Assists all staff in the consistent interpretation and application of Human Resources Policies, procedures, regulations and programs by demonstrating and applying thorough knowledge base of each.
- Reasonable accommodations
- Employee LOA
- Encourage and assists in the use of positive means of resolving Supervisors' and employees' concerns, problems, and formal grievances for both represented and non-represented employees.
- Integrated best practices to enhance the efficiency and effectiveness of the delivery of HR services to business units.
- Maintains relationships and collaborates with University Human Resources divisions such as Compensation, Benefits, Organization Development and Labor Relations to develop applicable solutions to business challenges.
- Work in collaboration with the Human Resource Business Partner as a contributing member of the extended leadership management teams of designated business units.
- Contributed to the development and execution of the overall business strategy by partnering with the Human Resource Business Partners, business leaders to identify, prioritize and build organizational capabilities.
- Responsible for various aspects of HR to include: compliance, performance management, employee relations, organizational development, employee development, and compensation administration.
Implementation Operations Supervisor
Paychex, Inc.
Rochester, USA
04.2022 - 05.2023
- Company Overview: Rochester, NY
- Supervise, monitor, and direct all activities, workflow, and transactional management of client implementation team.
- Capacity to manage and prioritize projects with superior attention to detail while effectively adapting to changing priorities
- Ensures successful on-boarding of new clients to Paychex products. Partners with and provides support to sales team by supervising the on-boarding and transition process from sales to operations.
- Lead Training and Development
- Supervises employees in all aspects of new client on-boarding including establishing, maintaining, and enforcing that productivity, timeline and quality standards are met.
- Recruits, selects, hires, and evaluates performance of personnel to ensure all department needs are handled appropriately.
- Counsels and develops staff for personal and corporate advancement through career development, training programs and other resources as required for professional advancement.
- Communicates expectations to the team members and reviews processes on an ongoing basis to ensure team is meeting operational priorities.
- Develops and maintains relationships with sales, payroll operations, HR Solutions, IT, Accounting partners, and other Paychex service organizations to ensure optimal service to clients with minimal breakdowns between internal Paychex teams.
- Collaborates with Senior Implementation Coordinator to ensure a smooth on-boarding experience for all clients.
- Assists in the establishment of policies and implements all policies and procedures relating to the workflow of the assigned team to ensure timely and accurate service.
- Maintains compliance with state, federal and local laws, as well as standards set forth within Paychex to ensure product and team integrity.
- Researches and proposes enhancements to existing products’ operational processes to create efficiencies and maintain service levels.
- Assists Implementation Manager in identifying and reviewing business processes to ensure accuracy, efficiency in productivity measures.
- Ensures adherence to internal and external client service level standards.
- Recommends changes necessary to maintain a competitive advantage.
- Reviews escalated issues and client concerns and makes decisions to ensure proper resolution.
- Assists Implementation Manager to achieve budget targets through labor and administrative expense controls.
- Achieves new client satisfaction goals and positively impacts client retention in order to meet overall company strategy.
- Oversee the development and implementation of innovative methodologies to improve service levels and overall operational efficiency.
- Facilitate regular meetings and reviews.
- Work closely with management and work groups to create and maintain work plan documents.
- Manage audits of operations.
- Establish operational objectives and work plans and delegates assignments to subordinates.
- Develop solutions to issues or complex problems.
- Collaborate with project managers on various initiatives and projects to track progress and provide support as necessary.
- Track the status and due dates of projects.
- Collaborated with leaders to implement Diversity, Equity, and Inclusion initiatives.
- Analyzes existing systems, programs, policies and organizational processes.
- Rochester, NY
Operations Analyst
Maximus Federal Services
11.2021 - 04.2022
- Develop and maintain accurate forecasts to predict staff need under a variety of intake volumes and conditions using data/statistical analysis, simulation modeling and other mathematical methods.
- Manage staff in multiple states, including training new staff members and follow-up training as needed.
- Support and enforce contact center expectations.
- Lead Training and Development.
- Develop operational production plans to efficiently allocate staff resources with workload.
- Monitor operational performance against forecasts and ensure meaningful deviation is detected early and incorporated in operation planning efforts.
- Discuss job performance concerns with employees to identify causes and impacts.
- Develop knowledge of daily operations and collaborate with supervisors, managers, and front-line staff to uncover operational problems as they occur and formulate solutions and improvement opportunities.
- Analyze data and other information to conceptualize and define operational problems and/or improvement opportunities.
- Provide guidance, background information, and assistance to management and other staff on the analysis and interpretation of process performance data.
- Timecard completion.
- Develop a working level of knowledge of the Call Center to define, optimize, automate, and manage business processes to identify key measures or indicators of process performance and the actions needed to improve or correct performance.
- Develop solutions to issues or complex problems.
Call Center Operations Supervisor
Maximus Federal Services
12.2020 - 11.2021
- Supervise the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed.
- Interacted with over 3000 agents.
- Administer Bonus plan and Focal point review for project assigned.
- Manage staff in multiple states, including training new staff members and follow-up training as needed.
- Lead positive employee relations including high levels of employee engagement, development, and recognition.
- Establish processes for issue identification and resolution.
- Lead change management initiatives.
- Lead Training and Development.
- Discuss job performance concerns with employees to identify causes and impacts.
- Support and enforce contact center expectations.
- Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types, and providing coaching on a regular basis.
- Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports.
- Timecard completion.
- Perform other duties assigned by leadership.
- Review daily and weekly internal and external quality reports.
- Submit rebuttals to the quality assurance department.
Call Center Operations Supervisor
Maximus Federal Services
06.2020 - 12.2020
- Supervise the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed.
- Interview and recommend hiring and promotion of contact center staff, through partnering with Human Capital.
- Interacted with over 3000 agents.
- Manage staff in multiple states, including training new staff members and follow-up training as needed.
- Lead Training and Development.
- Continually improve individual competencies and subject matter expertise through professional development.
- Support and enforce contact center expectations.
- Develop work schedules and assign duties to direct report personnel to ensure efficiency.
- Timecard completion.
- Discuss job performance concerns with employees to identify causes and impacts.
- Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Capital.
- Discuss job performance concerns with employees to identify causes and issues and work closely with the Human Capital on resolving problems.
- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.
- Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports.
- Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types, and providing coaching on a regular basis.
- Participate in meetings and recommend changes to policies and procedures.
- Assist direct reports with escalated issues or cases as needed.
- Review daily and weekly internal and external quality assurance reports.
- Perform other duties as assigned by leadership.
Team Leader Medical Reviewer-Operations
Maximus Federal Services
05.2016 - 06.2020
- Research and report all errors to Management.
- Research cases that have problematic issues and find resolutions.
- Assist staff with process related questions.
- Review daily and weekly QA reports internal and external.
- Reviewed all quality assurance expectations with all incoming staff.
- Follow all process guidelines and policies.
- Process workers compensation cases daily.
- Coaching and Training Staff.
- Provide one on one support to staff who struggle with production and quality measures.
- Support team manager.
- Manage staff in multiple states, including training new staff members and follow-up training as needed.
- Build Employee Morale.
- Focus on goals and results.
- Create reports to update Manager on team progress.
- Listen to team member’s feedback.
Medical Review Specialist-Operations
Maximus Federal Services
07.2014 - 04.2016
- Work various roles throughout the project.
- Confirm accuracy of data.
- Research information needed to process various cases.
- Adhere to all documented policies and standard operating procedures.
- Analyze and process worker compensation cases in a productive environment.
- Generate final determination letters.
- Completed preliminary review.
- Research cases with problematic issues.
- Determine eligibility.
Administrator II Operations
Maximus Federal Services
Pittsford, USA
07.2012 - 06.2014
- Company Overview: Pittsford, NY
- Provide customer service in a contact center in support for the government.
- Follow established and documented policies and standard operating procedures, such as, filling out timesheets and adhering to privacy rules.
- Process intakes for second level expedited appeals.
- Utilize standard technology such as a telephone, e-mail, and web browser.
- Medicare Part A, C, and D case creation, acknowledgment letter creation, and request for information forms.
- Index case files into SQID and prep cases for review for medical reviewers.
- Knowledge of Medicare Part A, C, and D standard and expedited appeals.
- Document all inquiries into MAS and SQID.
- Maintain relationships with staff, providers, plan carriers, QIO’s, and beneficiaries.
- Pittsford, NY
Education
Bachelor of Science -
Keuka College
Keuka Park, NYTimeline
Human Resources Director
Eminent Care
04.2024 - Current
Human Resources Business Partner II
University of Rochester
05.2023 - 04.2024
Implementation Operations Supervisor
Paychex, Inc.
04.2022 - 05.2023
Operations Analyst
Maximus Federal Services
11.2021 - 04.2022
Call Center Operations Supervisor
Maximus Federal Services
12.2020 - 11.2021
Call Center Operations Supervisor
Maximus Federal Services
06.2020 - 12.2020
Team Leader Medical Reviewer-Operations
Maximus Federal Services
05.2016 - 06.2020
Medical Review Specialist-Operations
Maximus Federal Services
07.2014 - 04.2016
Administrator II Operations
Maximus Federal Services
07.2012 - 06.2014
Bachelor of Science -
Keuka College