Wendy Johnson

Work History

Casa De Modesto Retirement Center

01.2022 - 07.2023

Full-Cycle Talent Acquisition
Administer employee benefits programs and open enrollment.
Onboarding and New Hire Orientations
Monitor, investigate, and resolve various employee claims, performance improvement, and harassment incidents
Oversee benefit and retirement programs, annual plan audits, and billing reconciliation
Guide managers and employees on talent management, payroll, FMLA, and benefits.
Meet with staff to resolve difficult situations related to performance and conflict management.
Coach managers through employee engagement, documentation, discipline, and PIPs
Conduct confidential investigations of discrimination, harassment, and workplace violence.
Unemployment and Worker's Compensation Claims
Coach and educate management throughout the organization on appropriate guidelines for maintaining a legally compliant workplace.
Audit and update policies and procedures based on changes in county, state, and federal regulations related to Title 22.

Independent Contractor

08.2020 - Current

Maintain high standards of customer service by building relationships with clients.
Adhere to all Medicare and carrier regulations
Determine client needs and financial situations by listening and scheduling fact-finding appointments.
Meet with clients to provide information about available products and policies.

Prime Healthcare

08.2019 - 08.2020

Supervised a team of 8 HR-EHP Representatives within a Call Center environment
Reviewed relevant SPD, CBA, Addenda and other pertinent plan documentation to assure UM compliance
Reviewed reports, monitored daily stats & productivity to understand the internal system, processes or operational limitations. Reported to and coordinated with Health Plan VP to implement necessary modifications in order to improve the overall effectiveness of personnel and HP activities
Improved customer satisfaction scores by 11% through consistent training, improved scripting, application of superior conflict resolution, and adaptation of problem-solving skills
Groomed and developed a highly efficient and dependable Customer Service Benefits team by delivering motivational huddles, ongoing coaching, and training to foster career development
Maximized team knowledge and productivity by training, monitoring, and directing employees in the application of best practices and regulatory protocols.

State Of Michigan

09.2017 - 02.2019

Provided benefit assistance to managers and employees including Eligibility, Open Enrollment, PPO/HMO/EPO Health, Dental, Vision benefits, workers compensation, COBRA, 401K and various other compliance
Responsible for maintaining HR/Benefit updates so that vendors received timely enrollment information, changes and terminations using HRIS / HRMN Lawson
Provided guidance on policies and procedures to Unions, Management and Personnel Liaisons to harmonize responses to complainants and ensure appropriate investigation and resolution of grievances
Maintained working knowledge of federal and state rules and regulations, such as FMLA, HIPAA, PPACA, COBRA, and HSA and FSA administration

Blue Cross Blue Shield Of Michigan

03.2013 - 09.2017

Handled unusual and highly complex inquiries, including irate callers, high-level complaints, or appeals; as well as those inquiries that may have an impact on the retention of a high profile group contacts. Performed benefit payment analysis requiring extensive Contract and SPD review. Practiced a wide range of customer service techniques to assist, train, develop, and coach various representatives and team members with complex or escalated issues