Susan Baker
Human Resources
Cochranville,PA
Summary
Dynamic HR service management professional with extensive experience overseeing operations and leading diverse teams in onboarding, HRIS, workers' compensation, and office coordination. Expertise in streamlining processes to enhance efficiency and drive operational success while maintaining compliance with federal and state regulations. Recognized for strong problem-solving abilities, team leadership, and a commitment to upholding high service quality standards. Known for reliability and adaptability in fast-paced environments, fostering collaboration and nurturing customer relationships to support organizational goals.
Overview
20
20
years of professional experience
Work History
HR Service Center Manager
Crozer Health
01.2020 - 01.2025
- Continued to perform all the duties below in the Business Partner/HR Manager, HR Generalist and FMLA Specialist positions.
- Provided day-to-day supervision of the Service Center staff consisting of the Onboarding Team, HRIS Team, and Workers Compensation Team, ensuring job duties are conducted in accordance with established policies and procedures.
- Collaborating with our third-party vendors, Symplr and Stria, created a bridge between the two vendors to streamline the paper transfer process from the hiring process to the electronic records system. This reduced the manual process by 90%.
- Evaluated staff performances on an ongoing basis.
- Coordinated the development of Crozer Health's annual educational material and annual performance evaluation documents.
- Participated in the establishing, planning, and implementing of assessment and improvement of performance as evidence by staff compliance with mandatory service programs.
- Oversaw the maintenance of the Samba Database for driver licenses and Provider Trust for professional licenses to ensure all employees have valid licenses.
- Administered FMLA and personal leave activities for the system to ensure compliance with Federal and State regulations as well as hospital policies.
- Created and maintained SOP's for the Service Center positions.
- Created, maintained, and reported to senior management detailed monthly reports on the activities of the Service Center.
- Maintained a 95 percent positive outcome for unemployment hearings.
SR Business Partner/HR Manager
Crozer Health
01.2017 - 01.2020
- Liaison for employee relations for the Community and Springfield Hospitals.
- Managed various Human Resources activities including Workers' Compensation, FMLA processes, Unemployment and coordinated a variety of employee recognition programs.
- Responded to and investigated employee complaints in a timely manner and worked towards problem resolution, consulting with legal counsel, as necessary.
- Advised managers regarding the issuance of disciplinary action, performance problems, and performance counseling.
HR Generalist
Crozer Health
01.2010 - 01.2017
- Liaison for employee relations for Community and Springfield Hospitals.
- Managed FMLA and personal leaves to ensure compliance with Federal and State regulations, and hospital policies.
- Coordinated and managed in conjunction with the third-party vendor the unemployment compensation process. Represented Crozer at all unemployment hearing.
- Managed a variety of employee relations issues, including interpreting union contracts and policies.
- Coordinated employee recognition events including annual awards program and other events as requested.
- Facilitates issues related to reduction in force. Counsels displaced employees and assisted in benefit continuation, filing for unemployment, and other related displacement issues.
FMLA Specialist/HR Specialist
Crozer Health
01.2005 - 01.2010
- Processed all FMLA/ADA requests assuring compliance with Federal and State regulations.
- Maintain accurate records FMLA usage and generated quarterly reports.
- Prepared documents related to initial notice and ongoing status of employees on FMLA.
- Reviewed and follow-up in a timely manner request for employee status reports.
Education
Master of Science - Organizational Development/Strategic Leadership
Neumann University
Aston, PA08.2005
Bachelor of Science - Liberal Studied/Business
Neumann University
Aston, PA12.2002
Skills
- Effective team leadership
- Human resources legal expertise
- Analytical problem-solving
- Proficient in Microsoft Office
- Payroll system management
- Expertise in leave of absence management
- Proficient in Oracle HRIS
Timeline
HR Service Center Manager
Crozer Health
01.2020 - 01.2025
SR Business Partner/HR Manager
Crozer Health
01.2017 - 01.2020
HR Generalist
Crozer Health
01.2010 - 01.2017
FMLA Specialist/HR Specialist
Crozer Health
01.2005 - 01.2010
Master of Science - Organizational Development/Strategic Leadership
Neumann University
Bachelor of Science - Liberal Studied/Business
Neumann University