Heather Hova

• Assisted with records management to support recordkeeping accuracy.
• Created and delivered Kronos training sessions to staff.
• Collaborated with manager to determine department's short and long-term staffing needs.
• Verified payroll, vacation and sick time hours to support payroll processes.

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• Improved efficiency by effectively managing internal communications and correspondence.
• Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
• Advocated for staff members, helping to identify and resolve conflicts.
• Created and delivered Kronos training sessions to staff.
• Generated and analyzed reports to monitor employee engagement and attrition trends.

• Mentored new hires, resulting in stronger staff development and increased productivity.
• Monitored and reported trainee progress, introducing new learning tools to address individual needs.
• Analyzed team performance and identified opportunities for additional training.
• Tracked attendance and evaluated progress for assigned trainees.
• Prepared and presented supplementary learning material to support structured lessons.
• Collaborated with management to identify company training needs and scheduling.
• Developed engaging and entertaining presentations to maintain employee attention and improve impact of training.
• Developed effective training manuals, modules and teaching aids.

• Took ownership of customers issues to follow problems through to resolution.
• Verified accuracy of customer account information and updated when necessary.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Used exceptional communication to connect with customers, assess needs and present solutions.
• Directed customers to appropriate departments for additional support.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Maintained and managed customer files and databases.
• Requested escalation for unresolved issues.
• Assisted in training new employees and participated in cross-training with other departments.

• Collaborated with manager to determine department's short and long-term hiring needs.
• Assisted with personnel records management to support recordkeeping accuracy.
• Answered and redirected incoming phone calls for office.
• Matched Care Assistants with clients to maximize in-home care.

• Organized and implemented coursework, oversaw scheduling and monitored attendance through learning management system.
• Developed training handbooks, computer tutorials and reference materials.
• Developed lesson plans, instructional materials and written practice tests.
• Coordinated administrative functions necessary to deliver and document training programs.

• Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
• Ordered all pharmacy supplies and kept check on inventory levels.
• Prepared records for site visits and file audits.
• Conducted primary source verifications such as background checks and board certifications.
• Obtained NPI numbers for providers and facilities and updated existing profiles.
• Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.