Tori Whaley, aPHR

Advocate Health

Managed leave of absence department general inquires, answering and researching claims while providing an exceptional employee experience in an organization of 20,000+.

Built and launched a process framework for a longstanding policy, working cross-functionally with management and a third-party vendor to deliver smooth employee payment operations.

Trained team members to navigate and master a complex, multi-step leave of absence process by breaking down difficult concepts into clear, actionable steps.

Audited closed claims, ensuring compliant and complete closure, supporting successful employee transitions back to work.

Established comprehensive SOPs for essential departmental processes, addressing foundational gaps and providing clear guidance for new employees.

Reviewed and updated website content, removing outdated language and aligning updates with standards across business groups.

Developed and launched process improvement teams to address outdated, complex policies, creating actionable tasks from findings to drive measurable change.

Human Resources Coordinator, Leave of Absence

Southern Glazer's Wine & Spirits

Delivered compassionate, concierge-level leave guidance to 20,000+ union and non-union employees across 21 states, building trust, reducing confusion, and ensuring a positive experience.

Resolved complex LOA cases with empathy and precision, increasing employee satisfaction and strengthening confidence in HR processes.

Partnered with 50+ executives, HRBPs, and stakeholders in 2023 to navigate challenging leave scenarios while advocating for employees through reasonable accommodations and return-to-work options.

Created user-friendly templates, policies, procedures, and process maps that streamlined HR operations, improved accessibility, and reinforced understanding of technical data.

Collaborated with Legal, Payroll, and Absence Management leadership to ensure compliant, fair, and employee-centered outcomes.

Processed weekly payroll for employees on LOA with 100% accuracy, streamlining workflows to guarantee timely and compliant payments.

Reviewed 2,000+ OSHA files for accuracy and legal adherence, ensuring compliance and mitigating organizational risk.

Facilitated interactive processes with empathy, assessing unique employee needs to deliver equitable outcomes and making separation decisions when necessary.

Liaised with third-party vendors through weekly meetings to address unclear claims, ensure proper handling, and strengthen accountability.

Wrote SOPs, letter templates, and a brochure to aid in understanding technical concepts. Created associated process maps in Visio for SOPs.

North Texas Community Foundation

Included Front Desk Administrator duties plus:

Strengthened internal IT support by learning troubleshooting skills, reducing outside vendor reliance, bringing a chronically over budget line item back within budget.

Partnered with stakeholders to overhaul 30+ outdated policies and procedures, streamlining operations and improving clarity for employees navigating internal processes.

Led cross-functional team to optimize a multi-departmental procedure, reducing procedure completion time.

Developed and cultivated a StrengthsFinder culture by designing team-building activities, creating peer-recognition programs, and facilitating workshops that increased collaboration, employee engagement, and performance alignment with individual strengths.

Trained staff and executives on collaboration best practices for a more inclusive culture.

Selected and implemented video-conferencing hardware for two conference rooms; coordinated install and trained staff.

Handpicked video conferencing equipment, one for primary and another for secondary conference room, overseeing timely installation and training staff.  

Reviewed weekly check deposit reconciliation with Finance to ensure accuracy and transparency.

Championed the recognition of Juneteenth as a company holiday, aligning organizational policies with cultural values and reinforcing employee belonging.

Operations Associate / Employee Experience Specialist

Allied with senior leadership to evaluate employee satisfaction via employee survey I created, shaping strategies that strengthened the workplace culture.

Served as the first point of contact for calls, emails, and visitors, delivering professional, attentive support, ensuring positive experiences.

Designed and led a comprehensive employee experience program spanning development, recognition, events, and retreats that reduced turnover by more than 60%.

Welcomed and onboarded new hires, streamlining system setup and acting as a trusted resource.

Orchestrated company events end-to-end successfully, including planning, logistics, vendor coordination, and on-site management, renforcing comapny dedication to staff.

Streamlined administrative operations by improving organization systems, optimizing database management, supporting projects which improved team productivity, all enhancing the employee experience.

Guided employees through complex LOA cases with compassion and precision, improving satisfaction and trust in HR processes.

Ensured accuracy of a 20,000+ contact CRM, enhancing reporting reliability and supporting data-driven decision making.

Enhanced workplace efficiency and culture by maintaining supply chains, managing kitchen and reception needs, and ensuring clean, welcoming common areas.

Served as primary liaison for vendors and building partners, fostering strong relationships, addressing concerns proactively, and ensuring timely resolution of all issues.

Created a sense of camaraderie and inclusion during the challenges of COVID through online events and activity groups.

Front Desk Administrator / Employee Experience Specialist

As a single mom I wanted to be present for my son. I traded marketing plans for a brush and bowl, becoming a hair colorist, spending most of my years at Neiman Marcus. A meticulous, creative problem solver, I actively listened to clients and provided white glove customer service. 

Trained regularly locally and attending conferences across the USA including New York City.	

Developed personal brand through customized processes and design as well as targeted customer experiences.

Utilized social media including Instagram and Facebook to drive business through examples of work.

Entrepreneur - Hair Color Specialist, Corporate Break

The HR team player you wish you had. People Champion | Leave & Accommodation Ninja | Employee Experience Passionista | Dazzling Communicator | Strategic Business Writer | Policy & Procedure Developer

I spent 15 years as an elite hair colorist in top Dallas salons, including Neiman Marcus, where I learned how to listen, earn trust, and deliver unforgettable experiences.

Today I bring that same mindset to my next company. I know that when employees feel supported, they create better customer experiences, and when customers feel valued, the business thrives.

I’m at my best tackling tough projects, solving problems others avoid, and building programs that make a real impact.

If you want someone who understands how employee and customer experience work together to drive success, let’s connect.

Benefits & Absence Management Partner

• Advocate for employees during the FMLA & ADA process
• Oversee FMLA & ADA process in over 20 states, including New York, Washington, Ohio, and Pennsylvania
• Collaborate with regional and local teams to ensure employees are safe and under state and local laws
• Work with unions to ensure employment agreements are being applied
• Manage a spreadsheet detailing all active, future, worker's compensation, and modified work. 
• Calculate wages for employees on leave, submitting to payroll weekly
• Initiate and administer the employee separation process

CBRE

Client Services Coordinator

Consolidated Analytics - NMLS ID# 1645182

Responsible for conducting initial interviews. Providing sourcing support to recruiting team, as well as support to candidates through the interview and onboarding process. System administrator for the applicant tracking system (ATS), updating, auditing, and providing system training for new users. Also provided additional and refresher training for already established users.  Posted positions on the company website and outside job boards. Working with client systems to submit candidates and set up interviews along with completing reference checks.  Set up travel arrangements (including flights and hotel stay) for consultants. Worked with hotels to obtain the best corporate rate possible.  Running weekly and monthly reports on recruiting department statistics.

Recruiting Coordinator

   First Flight

Responsible for full life cycle of recruitment for all divisions in the company. Working closely with managers during interviewing, hiring, and on-boarding including benefits enrollment. Maintaining employee census, and handling employee relation issues. Organize quarterly leadership conference, setting up all travel arrangements and conference details. Tracking attendance for employees, establishing job descriptions, and creating policies and procedures. Responsible for reporting leave of absence for employees. Responsible for project management for national accreditation, bringing project in ahead of schedule and under budget.

Human Resources Recruiting Coordinator/Office and Project Manager

Laboratory Management Service/Somatotek

•	Manage Billing Team including workload oversight
•	Billing for multiple toxicology labs
•	Reports and Reconciliation
•	A/R collections
•	Refund requests

Billing Manager/Operations Manager

Banner Health

Supervise and oversee workflow for assigned staff. Ensuring that department meets daily, weekly and monthly goals. Maintain daily statistical call reports in Excel. Inputting and reviewing all phone and agent stats.  Arrange and facilitate department meetings. Collaborate with IT and facilities to facilitate template changes along with changes for guidelines and preparations.  Troubleshoot calls, resolving patient and Dr scheduling issues.  Assist with staff and facility education.  Assume leadership role with responsibility for interviewing, hiring, training, performance reviews, coaching, disciplinary action, and termination of staff. Focused on high quality patient experience and excellent customer service.

PFS Central Scheduling Supervisor

US Renal Care, Inc.

Intake Supervisor

Training and Quality Assurance Specialist

New hire training for CBO. Audit new patient charts submitted by intake coordinators. Run weekly reports for missing information with an emphasis on revenue issues. Working with staff to ensure the system updates are completed. Working rejected claims in billing system, including Medicare COB issues, updating and releasing claims.  Working with social workers in obtaining or reinstating Medicare or Medicaid coverage. Submit requests for Medicare and Medicaid access. Testing, and training on new software. Proficient in commercial, and government healthcare plans including COB for ESRD patients.

Reimbursement Supervisor

AAHAM  Blue

Special Skills
Worked in medical billing, collections, and patient registration (RCM) for over ten years and ESRD for 3 of those years. 
Strong Understanding of commercial and government health plans including Medicare Coordination of Benefits and calculating switch dates for ESRD patients.

Certified Patient Account Technician

Canfield / PHNS

Technical system training, including web based training for multiple divisions. Guidance and training of novice insurance and collections representatives. Auditing and reviewing productivity with staff members. Creation and reviewing of training materials. Interviewing prospective employees, compiling and reviewing new hire paperwork, providing new hire orientation, and review of benefits enrollment. Establishing and revising office wide policies and procedures. Payroll entry and submission, updating attendance reports and identifying trends. Compilation and creation of inventory report utilizing Microsoft Excel. Certified Patient Account Technician training and proctoring of exams through AAHAM. Testing, troubleshooting and training of new software and hardware.

Training Specialist

PHNS

Claims Management Inc

Verified insurance coverage, submitted claims and appeals. Reviewed accounts for overpayments. Refunded patients and insurance companies. Reviewed returned mail, and resubmitted information to the correct party.

Credit Balance Auditor

Experienced Human Resources/Recruiting Coordinator with a demonstrated history of working in a fast-paced environment.

taplio

The Battle

Tori Whaley, aPHR

Kelli Burns

Followers

Posts

Engagements

Likes

Ready to grow your LinkedIn presence?