Kyra Lapaglia
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
10
10
years of professional experience
Work History
HR Operations Supervisor
PuzzleHR
09.2023 - Current
- Developed and implemented an efficient SOP and workflow for the implementation process, ensuring timely project completion for my team
- Instituted standardized processes for client projects, promoting consistency and quality across deliverables
- Trained team members on optimizing onboarding modules within various HRIS systems as well as creating automated workflows, enhancing overall process efficiency
- Established a governance process for reviewing SOPs and workflows, minimizing gaps in processes during transitions
- Managed and supervised a remote team in Colombia, contributing to successful onboarding and competency development
- Strategically assigned team members based on their strengths, fostering cohesion and leveraging diverse skills
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks
Employee Onboarding Specialist
PuzzleHR
04.2022 - 09.2023
- Developed and implemented customized onboarding processes for pipeline clients, fostering relationships, identifying needs, and delivering tailored solutions
- Spearheaded the restructuring of inherited employee onboarding processes, enhancing efficiency and effectiveness
- Proactively identified and addressed potential escalations, preventing critical issues and ensuring smooth operations
- Mentored newly hired onboarding specialists through comprehensive training in processes, tools, and interactive sessions
- Collaborated with the Technology Engineer to create automated processes through multiple tools, reducing manual tasks and improving overall efficiency and accuracy
- Assisted the HR Operations Supervisor in overhauling audits, SOPs, and Monday Boards for a challenging client, resulting in the establishment of more efficient internal processes
- Enhanced team productivity by streamlining processes and implementing time-saving strategies
- Developed strong client relationships through consistent communication and attentive service
Director of Human Resources
Home Instead
10.2020 - 03.2022
- Created onboarding handbook and electronic process, increasing efficiency and accuracy for hiring
- Sole decision maker of caregiver hiring and coordinating; Conducted an average of 10 interviews weekly
- Processed TWC claims and appeals resulting in no chargebacks to the company from October 2020 to February 2022
- Designed a point-based evaluation system to regulate and quantify corrective action and terminations of caregivers as well as, identify and reward caregivers who go above and beyond regularly
- Evaluates Key Performance Indicators on a monthly, quarterly, and annual basis to establish what processes and implementations can be developed to improve company metrics
- Developed 30-day, 90-day, 6 month, and annual evaluations, as well as on-site supervisory visits to improve both client and caregiver experience by identifying gaps in training, skills, etc
- Restructured the training format to make it more efficient and increase caregiver level of knowledge to mitigate gaps found by the evaluation process which in turn improved metrics, customer experience, and caregiver skill set
- Proposed and obtained approval for pay increases for senior caregivers with years of dedicated service to increase retention by keeping skilled staff on board which improved continuity of care with clients
- Creates job descriptions and ads to place on recruiting sites increasing the number of direct hires received monthly to support company growth initiatives during a national health staffing shortage
- Assisted teammates with marketing, scheduling, client recruitment, and consultation efforts when company growth volume and goals are needing to be met before staffing levels can accommodate
- Improved employee retention by implementing strategic HR initiatives and conducting regular staff evaluations
- Streamlined recruitment processes for increased efficiency in hiring top talent
Regional Billing Specialist
Encompass Health
05.2019 - 10.2020
- Adapted to frequently changing new Medicare policy of Review Choice Demonstration (RCD) and submitting packets which enables identification of all tasks that are, or need to be completed, build RCD packet, and submit to Medicare to affirm or non-affirm accordingly
- Actively mitigating non-affirmations on packets to maintain high efficiency
- Possessed a firm understanding of Front End Audits, which led to an understanding of what qualifies as a valid Face-to-Face per new Medicare policies
- Selected as the first RBS in the team to trailblaze new Medicare billing processes as well as special projects my supervisor appointed
- Recovered $1.14 million in unbilled revenue “Over 90 Days” within two weeks on assigned branches and additionally reduced unbilled percentages “Over 60/90 Days” for additional branches unassigned branches as a special project
- Created an effective accountability procedure ensuring the auditing process is efficient
Medical Records Specialist
Encompass Health
12.2015 - 05.2019
- Reduced unbilled percentage from 15% to (3%-5%); Maintained throughout employment, while patient census was steadily increasing
- Improved patient and physician experience through learning policy, regulations, processes, and the correct resources to direct inquiries or issues for resolution
- This provided efficiency and also improved patient and physician relationships, ultimately assisting in retention
- Selected to assist on a billing project with Austin MRS and RBS, for the HST branch; Maintaining and reducing the unbilled percentage for this growing branch
- This was performed in addition to keeping up to date with all current roles and responsibilities in the BCS branch
- Designed a file tracking system to accurately and efficiently track outstanding orders, allow quick identification of records requiring higher priority processing, and expeditiously provide metrics in the event of audit or manager request for status
- Reorganized all MR documents to ensure that all records were in compliance with state audits and was the primary POC for state representatives conducting audits.
Human Resources Designee/Administrative Specialist/Payroll Coordinator
Encompass Health
03.2016 - 03.2017
- Boosted audit accuracy by meticulously maintaining renewable requirements and necessary documentation increasing operation audits from 74% to 94%
- Received and processed time sensitive accounts payable and directed them to the Home Office Accounting Department
- Trained new employees, during orientation, in company policies, benefits, and addressed any questions and concerns
- Inspected and verified transmittal reports ensuring employees' work hours were correct in accordance with payroll policies.
- Streamlined office processes by implementing efficient document management and filing systems.
- Enhanced team productivity by providing administrative support and coordinating daily operations
Education
B.S. General Business Administration/Management -
Sam Houston State University
Skills
- Management
- HRIS Systems
- SOP Builds
- Employee Onboarding
- Medical Billing
- EMR Systems
- HIPAA Policies
- Auditing
- PPI Regulations
- Medical Terminology
- Relationship Building
- HRIS Systems
- Background Check Systems
- Process Street
- Mondaycom
- Zapier
- Front
- Process Improvement
- Strategic Planning
- Effective Communication
- Decision Making
- Problem-Solving
Timeline
HR Operations Supervisor
PuzzleHR
09.2023 - Current
Employee Onboarding Specialist
PuzzleHR
04.2022 - 09.2023
Director of Human Resources
Home Instead
10.2020 - 03.2022
Regional Billing Specialist
Encompass Health
05.2019 - 10.2020
Human Resources Designee/Administrative Specialist/Payroll Coordinator
Encompass Health
03.2016 - 03.2017
Medical Records Specialist
Encompass Health
12.2015 - 05.2019
B.S. General Business Administration/Management -
Sam Houston State University
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