PATRICIA DEHAAN-FLOWERS
Oswego,IL
Summary
HR Associate with proven expertise in customer service and technical support within call center environments. Skilled in managing employee relations and benefits administration, ensuring compliance with HR best practices. Recognized for implementing initiatives that enhance workplace productivity and streamline operational processes. Strong interpersonal and communication skills contribute to fostering positive work environments and improving employee satisfaction.
Overview
18
18
years of professional experience
Work History
HR Employee Service Center Associate
Rush University Medical Center
Chicago, IL
10.2022 - Current
- Supported day-to-day operations of HR functions and duties.
- Developed and implemented personnel policies and procedures.
- Answered incoming calls promptly and professionally, addressing customer inquiries with empathy and understanding.
- Proficiently handled high call volumes while maintaining quality service standards.
- Exceeded performance metrics related to call time, quality, and customer satisfaction.
- Maintained accurate records of customer interactions for future reference.
- Used job-related software to complete employee/customer cases.
- Assisted customers in navigating through various web pages on the company's website.
- Followed up promptly on all unresolved cases from previous shifts.
- Trained new associates on customer service protocols and operational procedures.
- Supported team in implementing process improvements for service efficiency.
- Assisted in resolving customer complaints by providing product knowledge, troubleshooting steps, and problem resolution.
- Attended team meetings regularly to discuss new procedures or changes in the workplace environment.
- Maintained up-to-date knowledge of company products and services to effectively answer customer questions.
- Utilized problem solving skills to resolve customer issues in a timely manner.
- Managed credentialing processes to ensure compliance with regulatory standards.
- Reviewed employees for eligibility to transfer and interview based on established guidelines and policies.
- Updated employee records, including name changes, and other related documents.
- Communicate with employees regarding pay-related inquiries and concerns.
Outpatient Pharmacy Technician
Edward-Elmhurst Hospital
Naperville, IL
04.2022 - 10.2022
- Helped pharmacy staff prepare medications and fill orders.
- Managed inventories, rotated stock, removed expired or damaged drug products and resolved discrepancies in drug counts.
- Adhered to regulatory guidelines for workplace safety and customer confidentiality.
- Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.
- Transmitted claims to insurance companies for payment and reconciled EOBs.
- Dispensed medications to patients in their hospital rooms in accordance with pharmacist orders.
- Received written prescriptions and refill requests from patients, evaluating information for completeness and accuracy before filling.
- Greeted customers and answered questions regarding personal medications or over-the-counter pharmacy products.
- Entered patient and medication information into Pioneer Rx to generate prescription labels.
- Reviewed and monitored patient medication files and lab data in hospital setting.
- Communicated financial obligations to patients and collected fees at time of service.
- Responded to patient concerns and inquiries professionally and efficiently.
- Called insurance companies and verified patient coverage.
- Applied HIPAA privacy and security regulations while handling patient information.
Customer Service Associate
Walmart
Oswego, IL
08.2020 - 07.2022
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Educated customers on special pricing opportunities and company offerings.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Assisted customers in making payments on accounts and setting up payment plans.
- Uphold strict quality control policies and procedures during customer interactions.
- Supported company and clients, including addressing inquiries, resolving issues and managing customer relations.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Relayed productive customer feedback to marketing teams.
- Consulted with customers regarding needs and addressed concerns.
Human Resources Manager
Walmart
Oswego, IL
01.2016 - 08.2020
- Advised leadership on HR-related issues, including vacation and sick time, benefits, job services and employment discrepancies.
- Managed full-cycle human resource operational activities to maximize HR employee performance.
- Managed compensation, insurance and vacation days within employee benefits programs.
- Developed and implemented HR strategies to improve employee engagement and retention.
- Reported on workplace health and safety compliance to superiors.
- Liaised between management and employees by relaying work information, adjustments and grievances.
- Provided HR consultation services to leadership and department heads.
- Monitored attendance records and leave requests for accuracy and completeness.
- Advised leadership on vacation and sick time, benefits, job services and employment discrepancies.
- Worked with HR advisors and HR representatives on establishing consistent hiring practices.
- Decreased workers' compensation claims by working closely with employees to promote safety.
- Oversaw compliance with labor laws and regulations in all HR activities.
- Conducted recruitment processes to attract qualified candidates across departments.
- Supported top talent identification processes by interviewing candidates and executing onboarding, orientation, and benefits processes.
Certified Pharmacy Technician
Walmart
Oswego, Illinois
07.2010 - 01.2016
- Processed and filled prescriptions accurately for customer orders.
- Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.
- Provided medication counseling and answered customer inquiries effectively.
- Interpreted and processed medication orders under supervision of pharmacist.
- Inspected medication storage locations to monitor drug expiration dates and supply adequate inventory.
- Received and verified daily incoming drug inventories, reported discrepancies and logged items into inventory system.
- Refilled medications, offered insight into over-the-counter products and verified insurance benefits.
- Transmitted claims to insurance companies for payment and reconciled EOBs.
- Prepared prescription transfers to other pharmacies.
- Improved drug inventory management procedures to reduce overhead and eliminate backorders or overstock.
- Maintained strict patient confidentiality to adhere to HIPAA regulations and avoid data compromises.
- Maintained clean and organized pharmacy shelving and work areas.
- Verified patients' identities at pickup to prevent sale of wrong medications.
- Managed inventories, rotated stock, removed expired or damaged drug products and resolved discrepancies in drug counts.
- Completed and filed patient paperwork, updating records in system with insurance carrier changes and allergy information.
Customer Service Representative
Allstate Motor Club
South Barrington, IL
03.2008 - 10.2009
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Uphold strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Made outbound calls to obtain account information.
- Answered 70+ inbound calls per day and directed to individuals or departments.
- Set up and activated customer accounts.
- Exceeded company productivity standards on consistent basis.
Education
High School Diploma -
Percy L. Julian High School
Chicago, IL01.1988
Physical Education
Southern University And A & M College
Baton Rouge, LASkills
- Customer Service
- Medication Documentation
- Verbal and Written Communication
- Patient Profile Setup
- Customer Support
- Inbound and Outbound Calling
- MS Office proficiency
- Case management
- Training and development
- Team collaboration
- Workload prioritization
- Task delegation
References
References available upon request
Timeline
HR Employee Service Center Associate
Rush University Medical Center
10.2022 - Current
Outpatient Pharmacy Technician
Edward-Elmhurst Hospital
04.2022 - 10.2022
Customer Service Associate
Walmart
08.2020 - 07.2022
Human Resources Manager
Walmart
01.2016 - 08.2020
Certified Pharmacy Technician
Walmart
07.2010 - 01.2016
Customer Service Representative
Allstate Motor Club
03.2008 - 10.2009
High School Diploma -
Percy L. Julian High School
Physical Education
Southern University And A & M College