manager hr learning development resume example with 20+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
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Education and Training
Bachelor of Science: Business Administration, Expected in 03/2013
University of Phoenix - Tempe, AZ
Status -
  • Maintained a 3.43 GPA while working full-time as a Sr. Learning & Development Specialist

Epic Credentialed in Admit, Discharge, Transfer (ADT) and Cadence

  • Dartmouth-Hitchcock, Lebanon, NH,
  • CHI Memorial Hospital, Chattanooga, TN,
  • University Health Systems, Monroe and Shreveport, LA

Motivate servant-leader with 24 years of experience coordinating operations to achieve organizational goals and a record of success in the Revenue Cycle Solutions industry. Solid history of balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive and adaptable with good planning and organizational skills. Committed to driving improvements through innovation and leadership.

  • Team member development
  • Troubleshooting skills
  • Proven patience and self-discipline
  • Personal and professional integrity
  • Effective Communicator
  • Dependability
Manager, HR Learning & Development, 06/2019 - Current
Delray Beach, Florida Delray Beach, FL,
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Monitored team member performance and addressed issues. Exercised good judgment and decision-making in escalating concerns and resolving issues.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Trained employees on additional job positions to maintain coverage of roles and increase capacity through cross-training.
  • Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
  • Evaluated course performance to determine areas in need of improvement.
  • Communicate company directives and programs to team members and ensured all follow-up items were completed accurately and timely.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance. Conduct quality, timely performance feedback and performance appraisals.
  • Enter time and attendance logs in preparation for payroll.
  • Recruit and hire qualified candidates to fill open positions and maintain adequate staffing to meet objectives within budget.
  • Created training plan and documentation to onboard and train new specialists.
  • Co-develop and support HR monthly leadership training and new leadership training plan to provide additional support to newly promoted or hired leaders.
  • Manage HR communications program to proactively support the distribution of global HR announcements and updates.
  • Manage assignment and communication distribution of the yearly Compliance Refresher Training Program
  • Co-manage the organizations global Reward and Recognition Program
  • Conduct and support Leadership Training classes an necessary
Sr. Learning & Development Specialist, 09/2008 - 06/2019
Christus Health Emory, TX,
  • Facilitated instructor-led, virtual, blended and one-on-one training sessions for individuals and groups up to 60 team members in leadership and multiple patient service roles. Training included soft skills, various EHR and other applications organization-wide such as Epic, Meditech, STAR, Patient Access System (PAS), Passport, eCare Next, VIWeb, and Automated Collection Environment (ACE).
  • Served and supported up to 12 training specialist to enhanced team member performance and optimize efficiency through use of strategic and tactical approaches, motivational coaching and training.
  • Conducted quality, timely performance feedback and performance appraisals and exercised good judgment and decision-making in escalating concerns and resolving issues.
  • Largely participated the content redesign of the Patient Service Center, Accounts Receivable, and Leadership Development training plans. Created and designed training content, job aids and other training material and course curricula.
  • Developed training plans, e-learning materials, handouts, job aids and audio-visual presentations and coordinated material distribution for each course.
  • Developed curriculum and learning materials to increase comprehension.
  • Improved student learning by defining and articulating learning outcomes and analyzing performance metrics and measurements.
  • Developed and improved curricula, course formats and lesson presentations for diverse topics.
  • Offered subject matter expertise on curriculum design, selection and purchasing.
  • Demonstrated knowledge of varied learning modalities.
  • Developed, deployed and maintained robust training programs accomplishing department and facility goals.
  • Built and updated evaluation and survey tools to monitor and improve effectiveness of courses.
  • Devised eLearning modules using HealthStream and LearnShare LMS systems to create courses and classes, track class completions and develop reports as required.
  • Delivered feedback using positive reinforcement techniques to encourage, motivate and build team member confidence.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Minimized staff turnover through appropriate orientation and training.
Quality Assurance Analyst, 10/2005 - 09/2008
Tenet Health City, STATE,
  • Conducted internal audits to measure adherence to established QA standards, identify problems and recommended solutions to increase productivity.
  • Used quality monitoring system to compile and track individual and team performance.
  • Prepared and analyzed internal reports for management staff. Review and communicated regularly with management to discuss quality trends.
  • Oversaw process checks to verify proper completion and correct frequency.
  • Utilized client satisfaction surveys to improve service quality.
  • Trained team members to create efficient workflows and proper QA standards, resulting in high productivity.
Patient Access Representative, 03/1999 - 10/2005
Tenet Health City, STATE,
  • Practiced HIPAA privacy and security regulations while handling patient information.
  • Registered patients by completing face-to-face interviews to obtain demographic, insurance and financial information, verify demographics and insurance information and accurately maintain EHR system records.
  • Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans. Applied knowledge of payer requirements and utilized on-line eligibility systems to verify patient coverage and policy limitations. Reviewed eligibility responses to assess patient benefit level and prepare estimates.
  • Verified patients' insurance and payment methods during admissions or check-in processes.
  • Communicated and counseled patients on financial obligations and collected liabilities and payment requirements at time of service.
  • Explained various admission forms and policies, and acquired signatures for consent in accordance with privacy laws and consent for treatment.
  • Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
  • Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
  • Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
  • Serve as cashier, reconciling all daily point of service collections

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Resume Overview

School Attended

  • University of Phoenix

Job Titles Held:

  • Manager, HR Learning & Development
  • Sr. Learning & Development Specialist
  • Quality Assurance Analyst
  • Patient Access Representative


  • Bachelor of Science

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