Melissa Thibault

• Managed multiple teams of client service employees and leaders for start to finish client support with My Staffing Pro product.
• Improved real-time responsiveness to ensure quality service using effective inspection and monitoring tools.
• Partnered with outside business units to evaluate process inefficiencies and identify opportunities for improvement.

• Developed new employees and on-going performance assessment of current employees.
• Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
• Established performance and service goals and held associates accountable for individual performance.

• Responsible for daily management of Urgent Care sites (3).
• Responsible for the financial operations of the practice. Reviews monthly financial performance. Identifies opportunities for improvement and develops plan to implement necessary changes to meet budget.
• Recruitment, hiring, coaching and mentoring, and termination of non-physician staff. Provides management, guidance and training to staff in daily practice operations.
• Manages staffing and practice plans with providers to improve efficiency and cost-effective management procedures.
• In conjunction with the Lead/Managing Physician, assures compliance and facilitates work flows to ensure the environment creates and supports delivery of patient centered care to include, but not limited to, Patient Centered Medical Home, Population Health Management, Meaningful Use, Patient Complaints and participation in Quality Assurance measures. In addition, assures compliance with organizational policies.
• Assures accurate and timely input of all necessary data including demographic information, coding charges, statistical information and month-end data. Supervises all activities related to charge entry, edit corrections, patient registration and over the counter transactions.
• Identifies problems and provides alternatives and/or resolutions after thorough analysis of relative information.
• Other duties as assigned

•Manages and supervises the day-to-day operations over two locations
•Orients, trains and mentors those supervised on office operations and equipment utilization, and all related work processes, systems, practices, policies, procedures and regulations.
•Tracks and manages group performance
•Manage procedure schedule
•Medical Assistant as needed for providers

• Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.

• Supervise Unit Assistants and Unit Secretaries
• Manage Kronos; payroll, time off requests, and update change schedules/ input new schedules.
• Ensure 24/7 nursing staff coverage and report/ track staffing
• Counsel on disciplinary actions, with direction from Nurse Manager to train and develop employees.
• Ensure New Hires are assigned unit, mentor, training, and New Employee Orientation checklists
Schedule and report on department staff for 24/7 nursing coverage.
• Spearhead and create electronic versions of current paper processes for staffing procedures

• Supervised 11 associates at two offices, ensuring compliance with state laws and regulations
• Audited and maintained work queues for both offices, optimizing efficiency
• Educated staff on payroll, timekeeping, and provider schedule changes to enhance productivity

• Acted as the primary contact for clients on Payroll, Time, and HR Online, maintaining product knowledge and providing guidance on tax laws and payroll changes.
• Built personal relationships with clients to retain and assist with reporting, serving as their single point of contact at Paychex.

• Provided second level support for internal representatives and clients, managing 3 product queues and handling escalations and projects.
• Led daily team operations and collaborated with department members to ensure smooth workflow and client satisfaction.

• Provided dedicated client support on the functionality of the Human Resource Online website, assisting with troubleshooting and training on product usage.
• Personalized customer interactions through phone queue assistance, ensuring a positive user experience.
• Collaborated with clients to integrate Preview Payroll website functionality into the Human Resource Website, enhancing overall user experience.

• Managed state unemployment claims with a 48-hour response time, ensuring timely processing and resolution.
• Coordinated with state representatives to provide necessary information for claim determinations.
• Reviewed and protested charge statements to ensure accurate billing and documentation for Paychex.