Dana Gray

• HR Assistant Level 4
• Accommodations - - 1/2023 -4/2026
• Employee Relations & Support: Acting as the first point of contact for employees on the shop floor, handling HR-related queries regarding payroll, benefits, and company policies, while fostering a positive work environment.
• Performance & Talent Management: Assisting with performance management procedures, coaching, and supporting managers with site briefs.
• Administrative & Technical Support: Utilizing internal dashboards and systems (e.g., KRONOS/AT Server) to manage employee records, time and attendance, payroll data, and generate reports for stakeholders.
• Onboarding & Compliance: Coordinating new hire orientation, conducting audits of employee files, and ensuring compliance with labor laws and company regulations.
• Investigations & Projects: Assisting with investigations into employee relations matters and leading HR-driven projects.
• MyHR Message Center - 6/2022 to 1/2023
• Fraud Investigations - 6/2021 - 6/2022: Responsibilities included, investigating and managing a block of cases deemed suspect of fraudulent activity or cases that require additional inspection ensuring utmost case integrity as it aligns to Amazon Leadership Principles
• Sweepers 12/2020 - 6/2021: Deep dive of cases identifying all errors, make corrections, and ensure cases are on track for a positive customer experience. Exemplify bias for action while insisting on highest standards, so deep dives leave behind no error or need for further correction.

CRC Case Manager (Blue Badge) 11/2020 - 12/2020:

• Take ownership of employee contacts ensuring that each contact is accepted and resolved with high degree of customer focus.
• Build customer trust with empathetic handling of sensitive issues.
• Resolve queries by referring to documentation such as frequently asked questions and standard operating procedures and escalate when these cannot be resolved.
• Ensure all tasks and decisions are rendered within SLA.
• Navigate ambiguous claim requests and apply good judgement about how to apply policy and regulations to case in question.
• Trained and mentored new associates on best practices and operational standards.

• Virtual HR contact center associate who is responsible for Case Management of COVID related leave of absence cases for Amazon employees.
• Review medical documentation, abide by HIPPA laws, manage cases end to end and contact employees to inform them of case status.
• Ownership of inquiries while using resources to effectively communicate and resolve concerns with high degree of focus and care for employees.
• Aided in resolving 5,000 case backlog of pending employee Covid cases.

• Explained financial responsibilities to patients as well as payment options and potential collection procedures imposed upon patients and other responsible parties.
• Identified non-participating and out-of-network insurance plans and worked with patients and providers to address situations.

• Delivered high-quality administrative and customer service to sustain patient and work flows.
• Contacted insurance providers to verify correct insurance information and obtain authorization for proper billing codes.
• Contacted patients for unpaid claims for HMO, PPO and private accounts and performed friendly follow-ups to ensure proper payments were made according to contracts.
• Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.

• Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
• Assisted customers with store and product complaints.
• Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

• Supervised ancillary staff of 6 dental assistants and 2 doctors.
• Served as liaison between corporate, finance, IT and marketing departments.
• Coordinated payment with insurance companies and discussed dental benefits with patients.
• Reviewed each step of patient care and made proactive adjustments to avert issues.