Summary
Overview
Work History
Education
Skills
Professional Highlights
Timeline
Generic

Tiffani Gannaway

McKinney,TX

Summary

Highly skilled Human Resources Operations Manager with in-depth experience in managing call center and HR operations. Strengths include strategic planning, team leadership, data analytics, and performance management to drive operational efficiency. Past roles have resulted in streamlined process and procedures, improved employee satisfaction and enhanced business productivity.

Overview

10
10
years of professional experience

Work History

Human Resources Operations Manager

Geisinger Systems Services
Mckinney, USA
06.2024 - Current
  • Promoted from ECC Supervisor to HR Operations Manager: Manage a team of 6 ECC reps and 6 HR Operations Coordinators.
  • Serves as an accountable manager for the HR Operations team and supports alignment of these HR functions to the organization's HR and enterprise strategies.
  • Establishes clear accountabilities and defined roles and responsibilities for team members, leading to consistent organization-wide HR processes and policies.
  • Responsible for leading both teams to effectively utilize HCM and all technology solutions to efficiently perform their functions.
  • Manages HR team members including supervision, evaluation, and administrative duties.
  • Maintains relationships with key HR business partners and other leaders specific to their customer service line and partnership.
  • Utilizes analytics, data, and metrics to analyze different relevant trends and scenarios related to performance of teams and organizational needs.
  • Participates in HR Regulatory Surveys.
  • Proactively work with leaders within HR and other areas of the organization to implement strategies to effectively address needs and improve the performance of the HR Operations team and the candidate, contingent worker and employee experience.
  • Fosters relationships with team members across HR and within the organization that are relevant and required to effectively perform job duties.
  • Drive Operational Excellence by assisting with identifying business challenges, implementing and refining processes and measures innovative solutions to drive consistency across the team.
  • Manage partnerships with vendors and external consultants.
  • Responsible for loan/process enhancement and project management for operations.
  • Evaluates current systems and uncovers inefficiencies to improve results and employee experience.
  • Appraising performance, rewarding, and disciplining employees, addressing complaints, and resolving issues. This includes providing regular and effective feedback to employees and completing timely and objective performance reviews.

Employee Contact Center Supervisor (HR)

Geisinger Systems Services
Mckinney, USA
10.2022 - Current
  • Manage a team of six remote Employee Contact Center reps who are the frontline of communication providing Tier 1 support to current/former employees of Geisinger.
  • Oversee and manage all activities of the Human Resources ECC team, which includes assigning special projects, quality assurance, and monitoring ECC agent calls to assess for quality and customer satisfaction.
  • Conducts interviewing, initial orientation and onboarding of new employees.
  • Developed a high performing team, culture, and staff. This includes setting the standards for staff/peers and motivating employees to maximize organizational goals and objectives.
  • Developed and managed Key Performance Indicators for the ECC team.
  • Assists the team with identifying customer needs, clarifying information and researching Human Resources issues to provide accurate customer resolution.
  • Collaborates with all human resources departments and executive leadership to ensure the ECC team is providing quality service as Tier 1 support.
  • Appraising performance, rewarding, and disciplining employees, addressing complaints, and resolving issues. This includes providing regular and effective feedback to employees and completing timely and objective performance reviews.
  • Oversee the PSLF (Public Service Loan Forgiveness) program for 30k+ Geisinger employees.
  • Collaborate with key stakeholders including managers, senior leaders, and a variety of customers to support the delivery of technical solutions that are effective and user-friendly, and support strategic initiatives, business, and clinical outcomes.
  • Develop and implement customer service strategies, processes, and policies to enhance customer satisfaction and achieve service level targets.

Mental Health Technician, PRN

HCA Healthcare Medical City Mckinney
Mckinney, USA
04.2024 - 06.2025
  • Displays respect for patients’ integrity, patient information, privacy, and patient rights.
  • Demonstrates expertise in the performance of tasks necessary to maintain a therapeutic milieu and optimum patient care.
  • Escorts patients to and from scheduled activities in a safe and professional manner.
  • Maintains a high level of interpersonal relationships with program staff.
  • Demonstrates ability to maintain a safe environment.

Crisis Intervention Counselor

Penn State Health Holy Spirit
Camp Hill, USA
02.2022 - 04.2023
  • Conduct clinical mental health assessments/screenings and interventions for individuals with mental health and substance use disorders.
  • Provide preliminary diagnoses and collaborate with colleagues on recommendations for treatment, services, and resources.
  • Provided crisis intervention services and risk assessments via the 988 hotline.
  • Conduct bed searches for patients in need of psychiatric hospitalization to support safety of all involved parties.
  • Partner with emergency departments, community agencies, law enforcement, schools, and other mental health providers.
  • Provide mobile and telephonic crisis support through staffing a 24-hour crisis and 988 hotlines while supporting response to mental health crises to those patient’s presenting to the emergency department.
  • Provide community referrals and resources to callers seeking shelter, domestic violence support, and outpatient therapy.
  • Leverage expertise in health insurance policies to complete public and private insurance authorizations for inpatient admissions.

Service Coordinator Associate Supervisor

UPMC Health Plan CHC
Camp Hill, USA
10.2020 - 10.2022
  • Manage and empowered a high-performing team of twenty-one customer-facing representatives in a call center environment to effectively assess and triage callers to connect them with appropriate service coordinators and nurses to facilitate home care support services.
  • Hire, coach, trained, and develop a team of service coordinator associates to achieve or exceed targeted call rates while leveraging additional 25% of the team assigned projects/initiatives based on capability and expertise.
  • Provide customer support to Home Health Care Providers and/or medical professionals who provided care to members.
  • Implemented a HR mandatory training, which required middle/upper management to attend cultural diversity and awareness training to uncover any potential unconscious biases while collaborating with frontline employees.
  • Partnered with Human Resources colleagues to navigate performance management and disciplinary issues with staff.
  • Managed an annual staffing payroll budget while consistently staying within budget and maximizing availability of staff.
  • Maintained an exceptionally high rate of compliance with organizational standards and industry regulations such as HIPAA.
  • Oversee additional management duties including hiring staff, identifying process improvement opportunities, responding to complaints and grievances, payroll processing (in Kronos), reviewing and processing FMLA request, making EAP referrals, managing Paid Time Off, and more.

Service Coordinator/Case Management

AmeriHealth Caritas
Harrisburg, USA
01.2020 - 10.2020
  • Build a trusted relationship with Medicaid/Medicare participants to effectively identify and evaluate barriers prior to developing a Care Plan for Long Term Services Supports (LTSS).
  • Ability to manage a monthly caseload of seventy participants while advocating and providing exceptional service.
  • Contributes to the LTSS care coordination process by performing telephonic and/or face-to-face Comprehensive Needs Assessments for the identification, evaluation, coordination, and management of participant’s needs, including physical health, behavioral health, social services, and long-term services and supports.
  • Identify, coordinate, and assist participants in gaining access to needed LTSS services and other Covered Services, as well as non-covered medical, social, housing, home health, educational, and other services and supports.
  • Collaborate with community-based organizations/resources to assist with locating, coordinating, and monitoring needed supports for Participants.
  • Informs participants of their rights and responsibilities while assisting them with the complaint, grievance, appeals and DHS Fair Hearing process.
  • Works with Medicaid/Medicare participants to complete activities necessary to maintain LTSS eligibility.

Childline Caseworker

Commonwealth of Pennsylvania – DHS Child Abuse Hotline
Harrisburg, USA
09.2018 - 01.2020
  • Performed interviews and assessments regarding suspected child abuse and assisted caseworkers with managing abuse/neglect cases.
  • Applied the Child Protective Services Law (CPSL), Rules and Regulations, and administrative policies to render referral-related decisions to determine if report will be a General Protective Service, Child Protective Service or Law Enforcement Referral.
  • Analyzed and refer child abuse and/or neglect reports from mandated and non-mandated reporters to the appropriate investigative agency such as the Department of Children & Youth Services and/or the District Attorney.
  • Maintained a high degree of professionalism in managing and deescalating emotional, high-stress situations.

Admissions Intake Coordinator (Mental Health Liaison)

Pennsylvania Psychiatric Institute (PPI)
Harrisburg, USA
02.2016 - 09.2018
  • Facilitated communication between Penn State Hershey Medical Center and PPI to drive effective collaboration on mental health care.
  • Expanded the program from a 6-month pilot to a full-time role based on outstanding results.
  • Restructured the “Admissions Intake Coordinator” training to include short-term job shadowing and relationship building with the different departments in the inpatient facility.
  • Mediated and resolved escalated patient issues between Penn State Hershey physicians and PPI physicians.
  • Assisted patients with behavioral health paperwork and explained rights and responsibilities prior to admission to the facility.
  • Screen patient information from referral sources to determine if a patient is appropriate for psychiatric admission.
  • Assessed learning needs of new hires and catered training to meet those needs and position each team member to excel.

Education

Master of Science - Human and Social Services

Walden University
Minneapolis, MN

Bachelor of Arts - Psychology

Ashford University
Chandler, AZ

Associate of Science - Social Sciences

Harrisburg Area Community College
Harrisburg, PA

Skills

  • Training/Quality Assurance
  • KPI Setting & Attainment
  • Project Management
  • Conflict Management
  • Workforce Management
  • Data Analytics
  • NICE/CISCO
  • Workday/EPIC/UKG
  • Employee Relations
  • Customer Service Expertise
  • Process Streamlining
  • Case Management
  • Performance Management
  • Healthcare Operations
  • Unemployment Comp
  • Insurance Policy Navigation
  • Medicare/Medicaid
  • Managed Care/LTSS
  • Mental Health Services
  • Human Resources
  • Provider Relations
  • Crisis Response
  • Recruitment
  • HIPAA/PHI
  • HRIS management
  • Project management
  • Performance management
  • Customer service
  • Team leadership
  • Process improvement
  • Conflict resolution
  • Regulatory compliance
  • Staff development
  • Strategic planning
  • Workforce planning
  • Diversity and inclusion

Professional Highlights

  • Staff Supervision: 10+ years of experience directly overseeing high-performing teams to consistently exceed all assigned KPIs.
  • Employee Engagement: Maintain high retention rates utilizing relationship building, talent development, and recognition programs.
  • Healthcare and Behavioral Health Industry: 8+ years of experience contributing to case management, crisis management, and healthcare operations in hospitals, call centers, and psychiatric facilities.

Timeline

Human Resources Operations Manager

Geisinger Systems Services
06.2024 - Current

Mental Health Technician, PRN

HCA Healthcare Medical City Mckinney
04.2024 - 06.2025

Employee Contact Center Supervisor (HR)

Geisinger Systems Services
10.2022 - Current

Crisis Intervention Counselor

Penn State Health Holy Spirit
02.2022 - 04.2023

Service Coordinator Associate Supervisor

UPMC Health Plan CHC
10.2020 - 10.2022

Service Coordinator/Case Management

AmeriHealth Caritas
01.2020 - 10.2020

Childline Caseworker

Commonwealth of Pennsylvania – DHS Child Abuse Hotline
09.2018 - 01.2020

Admissions Intake Coordinator (Mental Health Liaison)

Pennsylvania Psychiatric Institute (PPI)
02.2016 - 09.2018

Master of Science - Human and Social Services

Walden University

Bachelor of Arts - Psychology

Ashford University

Associate of Science - Social Sciences

Harrisburg Area Community College
Tiffani Gannaway
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