Emerson Antonio Bonoan III
Freehold
Summary
Highly motivated self-starter and quick learner. Thrives on new challenges and excels in fast-paced, demanding environments. Exceptional customer service and communication skills to effectively engage with others. Strong foundation in analytical thinking, communication, and teamwork. Proven ability to adapt quickly to new environments. Eager to contribute to team success and further develop professional skills. Brings a positive attitude and commitment to continuous learning and growth. Proficient in MS Office, EPersonality, and PeopleSoft HR System.
Overview
17
17
years of professional experience
Work History
Supervisor, Workers Compensation and Leave Unit
County of Monmouth
10.2020 - Current
- Develop, implement, and administer workers’ compensation policies and procedures for County Government.
- Ensure timely reporting of claims to workers’ compensation vendors by serving as a point of contact for workers’ compensation claims and liaising with supervisors, employees, and other internal stakeholders.
- Coordinate fitness for duty (FFD) and return-to-work (RTW), including accommodation requests, for employees receiving workers’ compensation benefits and on medical leave of absences.
- Ensure accurate administration of the County's disability and time off programs by interpreting leave policies, coordinating with workers' compensation and ADA where applicable, and liaising with employees, managers, vendors, and internal stakeholders.
- Drive successful resolution of leave cases by monitoring claims, holding third-party administrators accountable according to contractual agreements, facilitating employee transition from short-term to long-term disability, or coordinating return-to-work activities.
- Ensure proper pay for employees on leave by providing information to Payroll and/or entering proper adjustments in the HRIS.
- Monitor benefit premiums payment for employees on leave and coordinate premium collection activities with the third-party administrator as needed.
- Process contractual comp time, vacation, and sick time payouts for multiple unions.
- Research best practices and develop recommendations for implementing new or enhancing existing leave programs.
- Draft leave agreements and timely respond to employees’ leave- and time off-related questions.
- Responsible for reviewing disability claims and files, collaborate with vendors and resolve data issues.
- Develop and streamline processes for efficiency while ensuring positive employee and manager experience, consistency, and compliance.
- Educate employees and managers about time off and disability programs by creating and maintaining documentation and communication materials, conducting employee meetings/seminars, and contributing to other initiatives to educate employees about County benefit programs.
- Generate reporting metrics and analytics for all time off and disability programs.
- Keep internal stakeholders aware of complex cases by producing reports, providing status updates, and seeking advice as necessary.
- Maintain configuration of leave and time off programs in the HRIS system (Workday).
- Stay abreast of State and Federal leave requirements and ensure organizational compliance with the provisions of FMLA, ADA, ADAAA, Employee Retirement Income Security Act (ERISA), COBRA, HIPAA, the Fair Labor Standards Act (FLSA), and the Department of Labor (DOL).
- Responsible for remaining current in the area of state statutory workers’ compensation laws and OSHA reporting requirements.
- Perform reconciliation of vendor invoices and ensure proper payment.
- Act as a backup for team members in administering health and retirement benefits, FSAs, HSAs, etc.
Leave of Absence and Accommodations Specialist
Hackensack Meridian Health
05.2020 - 12.2022
- Reports to the VP of Team Member Labor and Relations
- Primary contact for all leave of absence, leave/work accommodations, workers comp leave, religious accommodations and return to work processing
- Communicates with all leaders and employees regarding their needs for leave and/or modified work schedules. Ensures that employees are aware of their responsibilities and of any documentation and notice required to qualify for and to take leave.
- Handles the FMLA/ADA leave administration process in coordination with our 3rd party vendor.
- Maintains reasonable communication with employees on leave to facilitate smooth and timely return to work; relays communication between employees and their managers during leave within reason.
- Advises managers and employees on the interaction of leave laws with paid time off, workers compensation, and short-term and long-term disability benefits.
- Oversees the return-to-work process for employees returning from extended FMLA, workers compensation, or other leave(s).
- Facilitates other leave requests, which may include accommodation requests under the ADA.
- Administers other company time-off programs as assigned in accordance with internal policy and applicable laws.
- Drafts and/or recommends revisions to company leave policies to ensure compliance with federal, state, and local laws and regulations.
- Maintains complete and accurate records of leave and accommodation requests in accordance with specified legal requirements and documentation of best practices.
- Preserves confidentiality of employee medical documentation and files.
- Maintains knowledge of all applicable leave and accommodation laws including the FMLA, ADA, and state and local laws.
Team Member Service Center Specialist III
Hackensack Meridian Health
04.2020 - 05.2020
- Handled all issue escalations from Team Member Service Center Specialist
- Subject Matter Expert for all employee benefits(Medical, Dental, Vision, Hospital pension)
- Point of contact for HMH leaders and executives re: employee benefits issues
- Assisted in processing reports for the Director of HR Benefits Technology and Service Center
Team Member Service Center Specialist
Hackensack Meridian Health
12.2014 - 04.2020
- Reports to the Manager, HR Support Services (HRSS)
- Processes and audits new hire I9 forms, ensuring compliance with federal guidelines
- Initial point of contact providing complete front-line support on questions related to HR policies, practices, benefits, compensation, tuition assistance, or to resolve issues.
- Responsible for data audit and control items and completion of forms necessary to supply outside agencies with appropriate information on current or previous employees.
- Provide backup to other areas of the Support Services Team as needed; Other duties and or project work as assigned.
- Provide requested information where appropriate to internal and external clients. For example: Zurich, Unemployment DOL, Death Claims, NJHA Life Insurance and Reliance Standard LTD EOI Updates, etc.
- Answers all HR inquiries (calls, emails, fax, etc.) related to benefits, compensation, general employment, etc., meeting or exceeding SLAs or customer expectations. For inquiries that require additional research, follows up with team member to update.
- Process corrections and data changes to Lawson and/or carrier sites per inquiries to Support Services hotline and HR Benefits mailbox.
- Collect, sort and distribute HR Support Services mail. As well as responsible for printing and sending out team member correspondence and mailings.
- Participates in systems testing, when needed.
- Provides overview of benefits and answers questions for team members during first day orientation
Senior Call Center Service Associate(Escalation/SME- Health Care Reform)
Horizon Blue Cross and Blue Shield
08.2013 - 12.2014
- Resolve complex customer inquiries received by phone or though written correspondence. Provide excellent service to customers. Coaches and mentors junior staff members.
- Receive escalated customer inquiries and provide second level resolution by initiating or continuing investigation process, utilizing available resources and accurately documenting customer inquiry and actions taken in accordance with departmental quality guidelines.
- Follow up on unresolved high priority/complex issues to ensure they are brought to conclusion in a timely manner.
- Serve as a liaison for key internal and external operational contacts to ensure that an optimal level of service is provided to customers.
- May assist in monitoring and managing team’s call volume and inventory including tracking and trending key customer service issues and reporting them to management.
- Deliver an excellent customer service experience while meeting quality and production standards.
- Perform other relevant tasks as assigned by management
Client Services Consultant
Horizon Blue Cross and Blue Shield
03.2008 - 05.2010
- Receive customer inquiries via phone, fax, mail, e-mail, etc. If necessary, probe for additional helpful information (i.e. member ID, claim number, name, etc.) in order to effectively handle inquiry.
- Review computer systems and/or other reference materials to complete the verification process.
- Initiate investigation process based on the nature of the inquiry (claim, member information, benefits, enrollment, appeals, etc.).
- Utilize available resources to quickly and efficiently resolve or redirect inquiries in accordance with prescribed departmental processes.
- Accurately document customer inquiries and actions taken in accordance with departmental quality guidelines to ensure appropriate follow up.
- Follow up on unresolved issues in a timely manner, escalating call trends to management.
- Deliver an excellent customer service experience while meeting quality and production standards.
- Perform other relevant tasks as assigned by management.
Education
Bachelor of Arts - Political Science
University of the Philippines
01.1995
Master of Business - HealthCare Administration
Southern New Hampshire University
01.2017
Master of Business - Marketing
Ateneo Graduate School of Business
01.2002
Skills
- Coaching and development
- Goal oriented
- Staff management
- Customer service
- Complex Problem-solving
- Relationship building
- Conflict resolution
- Problem-solving
- Effective communication
- Teamwork
Timeline
Supervisor, Workers Compensation and Leave Unit
County of Monmouth
10.2020 - Current
Leave of Absence and Accommodations Specialist
Hackensack Meridian Health
05.2020 - 12.2022
Team Member Service Center Specialist III
Hackensack Meridian Health
04.2020 - 05.2020
Team Member Service Center Specialist
Hackensack Meridian Health
12.2014 - 04.2020
Senior Call Center Service Associate(Escalation/SME- Health Care Reform)
Horizon Blue Cross and Blue Shield
08.2013 - 12.2014
Client Services Consultant
Horizon Blue Cross and Blue Shield
03.2008 - 05.2010
Master of Business - HealthCare Administration
Southern New Hampshire University
Master of Business - Marketing
Ateneo Graduate School of Business
Bachelor of Arts - Political Science
University of the Philippines
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