Amy Jo Wall
Summary
Strategic operations professional with a track record of enhancing administrative functions in high-volume healthcare settings. Focused on optimizing patient satisfaction and operational workflows while collaborating with leadership on strategic planning and practice transformation initiatives.
Overview
25
25
years of professional experience
Work History
Lead Patient Service Representative / Administrative Assistant III
CU Family Medicine
Park Meadows
01.2020 - Current
- Serve as the operational lead for a high-volume primary care practice supporting providers, clinical leadership, and administrative teams.
- Lead daily front-office operations and workflow management.
- Design provider scheduling templates that improve operational efficiency and patient access.
- Lead onboarding, training, and workflow standardization across multiple clinics.
- Collaborate with leadership on strategic planning and practice transformation initiatives.
- Serve as Epic Super User and operational subject matter expert.
- Improve quality reporting, compliance, revenue integrity, and operational performance through process improvement initiatives.
Office Manager
Ranch View Family Medicine
01.2020 - 01.2021
- Managed daily business operations for a busy family medicine practice.
- Directed administrative operations, scheduling, billing, accounts payable, and financial workflows.
- Managed revenue cycle support, insurance claims, appeals, and collections.
- Developed operational procedures during COVID that successfully protected patients and staff.
- Improved workflow efficiency while maintaining exceptional patient service.
- Managed patient concerns and operational problem resolution.
- Promoted from Care Coordinator / Billing Assistant
Client Service Associate / Client Service Coordinator
Ameriprise Financial
01.2014 - 01.2019
- Provided executive administrative and operational support for regional leadership and four high-producing financial advisors.
- Managed executive calendars and complex scheduling.
- Coordinated national travel logistics for executive recruiting.
- Supported advisor recruitment and onboarding initiatives.
- Planned recruiting events, executive meetings, and marketing functions.
- Managed expense reporting, licensing, vendor coordination, and operational documentation.
- Processed financial transactions, account transfers, and client onboarding.
- Maintained regulatory compliance and confidential financial documentation.
- Supported operational projects contributing to Regional Complex Director of the Year recognition.
Office Supervisor
Franciscan Physician Network
01.2011 - 01.2014
- Supervised administrative operations across twelve physician offices supporting approximately thirty employees.
- Managed payroll, budgeting, scheduling, reporting, and office operations.
- Led administrative staff while improving workflow efficiency.
- Developed performance tracking systems.
- Coordinated community outreach and organizational events.
- Supported billing, coding, insurance reconciliation, and operational reporting.
Assistant Manager / Clinical Assistant
Planned Parenthood of Indiana
01.2009 - 01.2011
- Promoted into leadership after demonstrating strong operational and customer service performance.
- Responsibilities included: Staff supervision, Administrative management, Employee training, Billing and documentation, Clinical support, Patient counseling, Financial transactions, Team development.
Bank Teller
Horizon Bank
01.2007 - 01.2008
- Managed financial transactions and customer accounts.
- Maintained strict compliance with banking regulations.
- Balanced daily cash operations.
- Delivered exceptional client service.
Front End Manager / Service Supervisor
Albertsons
01.2001 - 01.2007
- Led team of thirty employees in early leadership role, fostering a collaborative work environment.
- Oversaw front-end operations and supervised staff while managing cash office tasks, coordinating schedules, delivering customer service, coaching team performance, and completing daily financial reconciliations.
Education
High School Diploma -
Doherty High School
Colorado Springs, CO06-2002
Skills
- Operations/Office and Practice Management
- Executive Administrative Leadership and Support
- Organizational Development
- Change Management
- Cross-Functional Leadership
- Team Leadership & Staff Development
- Employee Coaching & Training
- Resource Allocation
- Policy & Procedure Development
- Business Process Improvement
- Project Coordination
- Operational Reporting
- KPI analysis
- Workflow Management/Optimization
- Operational Documentation
- Process Standardization
- Work Quality Evaluation
- Revenue Cycle Support
- Patient Billing/Payment Reconciliation
- Operational Budgeting
- Supplier Coordination
- Revenue Cycle Management
- Insurance Claims/Billing Support
- Patient Eligibility Verification
- Billing Compliance
- Patient Communication
- Customer Service Excellence
- Patient Experience Management
- Patient Access/Registration/Referral Management
- Patient Transition Coordination
- Provider Appointment Management
- Patient Complaint Management
- Patient Feedback Coordination
- Office Operations Management
- Documentation/Regulatory/HIPAA Compliance
- Medical Terminology
- EMR management
- Epic EMR Super User
- Epic Charting
- Amazing Charts
- MicroMD
- Healthcare Systems Navigation
- Referral & Authorization Management
- Insurance & Formulary Knowledge
- Privacy Regulations
- Patient Risk Management
- Patient Care Improvement
- Relationship Building
- Conflict Resolution/Microsoft Office Suite
- Microsoft Teams
- SAP Concur
- Operational Reporting Systems
- Patient Data Analytics
- Data Entry & Records Management
- Patient Workflow Management
- EMR System Support
- EHR Management
- Patient Communication Channels
- Phone & Email Etiquette
- Written communication
- Operational Excellence
- Multitasking & Prioritization
- Effective Decision-Making
- Collaborative Leadership
- Customer-Centered Service
- Adaptability
- Quality reporting
- Relationship Management
- Detail-Oriented Execution
- Multi-channel communication
- Resource allocation
- Statistical data management
- Effective Problem Solving
- Business Operations
- Strategic Planning
- Revenue cycle management
- Policy adherence
- Strong leadership
- Quality assurance
- Problem-solving
Selected Career Achievements
- Led operational initiatives that significantly improved workflow efficiency and patient access across multiple healthcare practices.
- Increased front-end financial performance, helping achieve top-tier point-of-service collection rates through staff coaching and workflow redesign.
- Eliminated long-standing operational backlogs by identifying process gaps and implementing sustainable monitoring systems.
- Developed reporting tools adopted across multiple clinics to improve financial reconciliation and operational visibility.
- Helped the clinic become the first within the organization to achieve all organizational quality metrics.
- Designed provider scheduling models that improved capacity utilization while enhancing patient access.
- Supported executive leadership through strategic planning, operational reporting, recruiting coordination, travel management, and executive administration.
- Managed complex administrative operations supporting physicians, executives, financial advisors, and multi-site healthcare practices.
Business Operations
- Workflow Optimization
- Project Coordination
- Operational Reporting
- Performance Metrics
- Budget Administration
- Vendor & Expense Management
- Financial Operations
- Scheduling & Resource Management
- Business Process Improvement
- Organizational Development
- Customer & Client Experience
- Customer Relations
- Patient Experience
- Conflict Resolution
- Relationship Management
- Service Recovery
- Executive Communications
- Compliance & Financial Administration
- Revenue Cycle Support
- Billing & Claims Coordination
- Documentation Compliance
- Regulatory Compliance
- Risk Reduction
- Financial Reconciliation
- Cash Management
- Quality Improvement
Core Leadership Strengths
- Leadership & Administration
- Operations Management
- Office & Practice Management
- Executive Administrative Support
- Staff Leadership & Development
- Team Building & Coaching
- Cross-Functional Collaboration
- Change Management
- Strategic Planning
- Process Improvement
- Policy & Procedure Development
Volunteer
- Greater Chicago Food Depository
- Catholic Charities Food Pantry
- Food Bank of the Rockies
Timeline
Lead Patient Service Representative / Administrative Assistant III
CU Family Medicine
01.2020 - Current
Office Manager
Ranch View Family Medicine
01.2020 - 01.2021
Client Service Associate / Client Service Coordinator
Ameriprise Financial
01.2014 - 01.2019
Office Supervisor
Franciscan Physician Network
01.2011 - 01.2014
Assistant Manager / Clinical Assistant
Planned Parenthood of Indiana
01.2009 - 01.2011
Bank Teller
Horizon Bank
01.2007 - 01.2008
Front End Manager / Service Supervisor
Albertsons
01.2001 - 01.2007
High School Diploma -
Doherty High School