Open to opportunities

Taura Cheatham

@tauracheatham

I am an experienced HR professional specializing in benefits administration, customer service, and eligibility management.

United States

Message

What I'm looking for

I’m seeking a collaborative HR or program eligibility role applying benefits administration, HRIS and customer-service expertise, with opportunities for cross-functional work, process improvement and professional growth; compensation negotiable.

I am a human resources professional with 15+ years of experience in benefits administration, customer service, transactional HR processing, and information systems. I deliver reliable, process-oriented support and clear communication across teams and stakeholders.

In my current role as an Intake and Eligibility Specialist, I manage application review and award activities for four programs across multiple states, including rental assistance, government tax credits, basic income grants and a small business grant program; I was entrusted with multiple programs due to my ability to pivot and maintain accuracy. I make initial eligibility determinations, maintain up-to-date case notes, and provide timely, accurate support to applicants via phone, email, and text.

Previously, I supported HR Shared Services at scale—responding to HR, benefits, payroll and pension inquiries for large populations and creating a retirement benefit Quick Reference Guide—and managed a 20–25 person non-emergency medical transportation call center and a 36-vendor network. I am proficient with HRIS and collaboration tools, focused on process improvement, and work effectively both cross-functionally and independently.

Experience

Work history, roles, and key accomplishments

Current

Intake and Eligibility Specialist

Current

FORWARD

Jun 2022 - Present (3 years 2 months)

Manage day-to-day application review and award activities for four programs across multiple states, making initial eligibility determinations and ensuring complete documentation. Maintain accurate case notes and collaborate with team members to process applications timely while providing customer support via phone, email, and text.

Case Management Document Management Data Entry Customer Service Google Drive Microsoft Teams

HR Shared Services Specialist

Bridgestone Americas

Apr 2017 - Mar 2022 (4 years 11 months)

Provided HR shared services and Tier I retiree benefit support for a population of over 30,000 teammates and 20,000 retirees, processing SAP HCM transactions and responding to inquiries on payroll, benefits, and pension. Created retirement benefit reference materials and collaborated across HR, payroll, and benefits teams to meet SLAs and improve first-contact resolution.

SAP HCM Retirement Benefits Payroll Processing Customer Support ServiceNow Cross Functional Collaboration Excel

Customer Care Representative

CVS Caremark

Aug 2015 - May 2016 (9 months)

Advised patients on prescription refills, order status, and insurance coverage while resolving technical account issues to improve patient experience. Delivered frontline customer service supporting clinicians and caregivers to enhance patient outcomes.

Customer Service Insurance Verification Patient Support Order Management Technical Support HIPAA CRM

Call Center Manager

Tennessee Carriers Inc.

Aug 2008 - Apr 2014 (5 years 8 months)

Managed daily operations of 20–25 customer service representatives and a transportation vendor network of 36, overseeing scheduling, payroll processing, billing recoupment, and reporting. Developed training programs, analyzed performance metrics, and verified insurance eligibility to improve service delivery.

Vendor Management Scheduling Payroll Processing Reporting Training Development Excel

Customer Service Associate

Magellan Health

Sep 2005 - Aug 2008 (2 years 11 months)

Processed incoming calls for mental health and substance abuse insurance eligibility under TennCare, scheduled transportation, and managed clinical documentation while maintaining HIPAA confidentiality. Supported claim status checks, inpatient discharges, and EAP services to streamline member and provider interactions.

Customer Service Mental Health Eligibility Claims Processing HIPAA Data Entry EAP Services