Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Sherell Morgan

Spring,TX

Summary

Conscientious and compassionate human resources professional with drive for helping employers recruit, develop and retain qualified candidates. Skilled at partnering with management teams to build employee-centric cultures promoting positive morale and optimizing productivity. Motivating and positive with excellent interpersonal, coaching and communication skills.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Human Resources Manager

Discovering Healthy Foods
06.2020 - Current
  • Enhanced employee retention by implementing effective talent management strategies and fostering a positive work environment.
  • Conducted thorough internal investigations, addressing employee concerns with fairness and transparency.
  • Spearheaded successful recruitment campaigns, attracting top-tier talent to fill key company positions.
  • Reduced time-to-hire metrics by optimizing recruiting processes, utilizing technology, and streamlining candidate screening methods.
  • Managed employee relations issues professionally, resolving conflicts efficiently while maintaining confidentiality at all times.
  • Optimized payroll processing procedures for accuracy and timeliness using advanced software solutions.
  • Maintained human resources regulatory compliance with local, state and federal laws.
  • Motivated employees through special events, incentive programs, and constructive feedback.
  • Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
  • Processed employee claims involving performance issues and harassment.

Supervisor of Provider/Member Services

Texas Children’s Hospital
09.2018 - 06.2020
  • Coordinate and supervise day-to-day workflow within the Call Center
  • Partners with other members of management team to address complications when they arise
  • Prioritizing work and delegating tasks to ensure proper coverage of functions(i.e., assist as part of a team in the overall management of call flow)
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Creates and analyzes reports designed to monitor overall operations and performance of the call center (e.g Quantify Data, Trending KPI’s, etc.)
  • Responsible for coaching and developing team members in all areas of performance including, but not limited to metrics and behaviors related to the customer experience
  • Administers counseling and corrective actions for employees displaying problematic behaviors while maintain appropriate progressive discipline logs and partners with Human Resources on facilitating the termination process.
  • Researching and expediting claims when Identified to have paid over and under the Schedule TMHP Fee.

Escalated Complaints Supervisor

Texas Children’s Hospital
06.2017 - 09.2018
  • Responsible for gathering, analyzing, and reporting verbal and written member/provider complaints, grievances and appeals
  • Accountable for preparation and transmittal of case files to external third-party reviewers, physician reviewers and independent entities (e.g Texas TIERS)
  • Ensures that detailed and accurate notes are documented in each member/provider account encountered
  • Sustains general understanding of exactly how TCHP’s services are requested, authorized and provided
  • Supports the Provider Relations Field Reps to resolve claims and payment issues
  • Receives and track monthly data from 834 Eligibility Files Loaded to QNXT
  • Daily/Monthly PCP auto-assignments via Qnxt
  • Engages in escalated conversations with providers, while assisting with problem resolution of topics related to claims, authorizations, credentialing, etc
  • Receives and process Specialist and PCP terminations
  • Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.
  • Maintained compliance with company policies, objectives, and communication goals.

Assistant Project Manager

Texas Children’s Hospital
04.2016 - 06.2017
  • Improved project efficiency by streamlining communication channels and implementing time-saving tools.
  • Assisted in the successful completion of projects by coordinating tasks, monitoring progress, and maintaining documentation.
  • Enhanced team collaboration through regular meetings, clear communication, and shared goalsetting.
  • Aided in achieving project objectives through diligent monitoring of timelines, milestones, and deliverables.
  • Maintained a safe working environment by enforcing compliance with safety standards, protocols, and regulations at all times.
  • Developed and maintained project documentation for reliable records.
  • Delivered high level of service to clients to both maintain and extend relationship for future business opportunities.
  • Updated customers and senior leaders on progress and roadblocks.
  • Led team meetings to assess project progress and plan appropriately to meet delivery targets.
  • Facilitated workshops to collect project requirements and user feedback.

Customer/Provider Service Rep I & II

Amerigroup Managed Care
08.2014 - 04.2016
  • Created sustainable relationships and trust with customer accounts through open and interactive communication
  • Addressed customer complaints, provided appropriate solutions and alternatives within HHSC STAR/CHIP time limits
  • Provided accurate, valid and complete information by using the right methods/tools
  • Executed a positive, empathetic and professional attitude toward customers at all times to ensure my individual level quality assurance of 98% or higher
  • Facilitated information flow between patient, insurance management, operations and quality assurance to guarantee call center objectives were met
  • Served as liaison for my team manager and performed management duties when the manager was out of office by delegating tasks to my peers and acting as a knowledge base for call support.

Customer Service Representative I, II, and III

Medical Transportation Management
01.2011 - 08.2014
  • Manage relationships with customers until the issue is resolved
  • These issues may not only be technically challenging but politically charged and/or mission critical situations requiring the highest level of customer service
  • Identified complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
  • Research and discover methods for improvement of service and make detailed recommendations to management
  • Assist management with career development activities for team members including performance management, informal feedback, training, and resourcing
  • Monitored work-flow to ensure tasks are completed within timeliness standards which are driven by HHSC/MTM's Contractual Agreements for Non-Emergency Transportation.

Assistant Manager

GOODWILL INDUSTRIES OF HOUSTON
08.2009 - 12.2011
  • Lead the team to deliver maximum sales results and an engaging experience for all internal and external customers
  • Trained, developed, and supervised team members
  • Ensured proper handling and processing of incoming donation flow in and out of the store in accordance with Goodwill Policies and Procedures
  • Assisted in the scheduling and productive use of labor force
  • Ensured store security according to Goodwill Policies and Procedures

Education

Bachelor of Science - Psychology

University of Houston Downtown
Houston, TX
01.2023

Associate of Science - Psychology

Houston Community College
Houston, TX
01.2018

High School Diploma -

Houston Can Academy
Houston, TX
01.2004

Skills

  • Ability to apply detailed knowledge of organizational procedures to make independent decision
  • Proven ability to manipulate small pieces of data with accuracy
  • Ability to complete task within specified time frames; while utilizing time management skills
  • Ability to read, understand, and apply a variety of interrelated instructions, such as those found in guidelines, regulations, and policies
  • Robust ability and skills to perform high-volume data entry
  • Employee Handbook Development
  • Recruitment
  • Performance Assessment
  • Organizational Development
  • Employee Onboarding
  • Leadership Development
  • Employee Relations
  • Talent Management
  • Online Position Posting
  • Training and Mentoring
  • Recruitment and Hiring
  • Workforce Improvements
  • Exit Interviews
  • Background Checks
  • Working knowledge of computer functionality and use of Internet In addition to, Microsoft Word, Excel, Outlook, EPIC, QNXT 540, Harmony, Vital, Macess, Clarity, Navitus, TMHP, and Cactus
  • Employee Retention
  • Problem-Solving

Certification

Project Management Certificate (PMP)

Human Resource Management (HRM)

Timeline

Human Resources Manager

Discovering Healthy Foods
06.2020 - Current

Supervisor of Provider/Member Services

Texas Children’s Hospital
09.2018 - 06.2020

Escalated Complaints Supervisor

Texas Children’s Hospital
06.2017 - 09.2018

Assistant Project Manager

Texas Children’s Hospital
04.2016 - 06.2017

Customer/Provider Service Rep I & II

Amerigroup Managed Care
08.2014 - 04.2016

Customer Service Representative I, II, and III

Medical Transportation Management
01.2011 - 08.2014

Assistant Manager

GOODWILL INDUSTRIES OF HOUSTON
08.2009 - 12.2011

Bachelor of Science - Psychology

University of Houston Downtown

Associate of Science - Psychology

Houston Community College

High School Diploma -

Houston Can Academy

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Sherell Morgan