DANA BONDEGARD
Holdrege,US
Summary
Operations professional with deep expertise in optimizing processes and driving efficient results. Skilled in strategic planning, resource management, and performance improvement. Strong focus on team collaboration and adaptability to changing needs. Reliable in delivering operational excellence and fostering cohesive work environments.
Skilled in organizing and coordinating office administration to support organizational effectiveness, operational excellence and office safety. Thrives in fast-paced environment and accomplishes tasks with minimum supervision and eagerness to go above and beyond.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
Work History
Program Support Specialist Assistant
San Francisco Dept. of Veteran Affairs Clinical Resource Hub
06.2024 - Current
- Designed and implemented patient surveys to gather feedback on service quality and satisfaction
- Analyzed Net Promoter Score (NPS) and Patient Satisfaction (PSAT) data to identify trends and areas for improvement
- Developed patient engagement strategies that improved loyalty metrics by 25%
- Monitored and responded to patient reviews on platforms such as Google, strengthening online reputation
- Implemented workflow optimizations to improve service delivery and reduce patient wait times
- Applied emotional intelligence to address patient concerns, ensuring a compassionate and responsive care experience
- Optimized budget management by closely monitoring expenses and identifying cost-saving opportunities.
- Managed multiple concurrent projects efficiently, prioritizing tasks based on deadlines and resource availability.
- Enhanced program efficiency by streamlining processes and implementing strategic improvements.
- Contributed to a positive work environment by actively participating in team-building activities and maintaining open lines of communication with colleagues.
- Developed tailored solutions for unique challenges facing various projects, ensuring successful outcomes.
- Provided timely and accurate progress reports to stakeholders, facilitating effective decisionmaking.
- Coordinated logistics for events and meetings, enhancing communication among team members and external partners.
- Checked account information for eligibility with program plans and guidelines.
- Ensured compliance with regulatory standards by regularly updating and maintaining physician credentials files.
- Monitored expiration dates on licenses, certifications, and insurance policies, proactively preventing lapses in coverage or compliance issues.
- Reduced turnaround time for medical staff applications through effective communication with applicants and thorough document reviews.
- Collaborated with medical staff leadership to facilitate timely credentialing decisions, improving overall hospital operations.
- Provided exceptional customer service to physicians during the application process, addressing concerns promptly and professionally.
- Developed constructive relationships with medical staff members, promoting a supportive and collaborative environment.
- Maintained confidentiality of sensitive information while handling large volumes of physician applications and records.
- Received and evaluated applications to look for missing and inaccurate information.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Improved office efficiency by effectively managing internal communications and correspondence.
Advanced Medical Support Assistant
San Francisco Dept. of Veteran Affairs Clinical Resource Hub
11.2021 - 06.2024
- Maintained strict compliance with HIPAA regulations, ensuring the protection of sensitive patient information.
- Promoted effective communication among medical staff by serving as a reliable liaison between physicians, nurses, and administrative personnel.
- Managed high call volume, addressing patient inquiries and concerns with professionalism and empathy.
- Provided exceptional customer service to patients, visitors, and colleagues, fostering a welcoming environment at all times.
- Assisted in training new staff members on clinic policies, procedures, and software systems for seamless integration into the team.
- Enhanced patient satisfaction by efficiently managing appointment schedules and providing timely reminders.
- Provided backup support to office staff by completing billing and filing tasks, answering phones and scheduling appointments.
- Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
- Mailed patient appointment letters.
- Increased patient access to care by effectively coordinating referrals to specialists and diagnostic services.
- Scheduled appointments for patients at San Francisco VA
- Verified and updated clinical records.
- Supported efficient office operations through proficient handling of administrative tasks such as filing, data entry, and record maintenance.
- Used CPRS to maintain and record patient data and generate reports.
- Collaborated with interdisciplinary teams to optimize patient care and facilitate seamless transitions between departments.
- Contributed to increased clinic efficiency by accurately maintaining electronic health records and promptly updating patient information.
- Streamlined front desk operations for improved workflow and reduced wait times.
- Eased patient anxiety through clear explanation of procedures, treatments, and upcoming appointments while addressing their concerns respectfully.
- Reduced errors in billing by diligently verifying insurance coverage and obtaining necessary prior authorizations for procedures.
- Maintained and obtained medical records.
- Facilitated positive relationships with external providers through effective coordination and communication of patient referrals.
- Maintained a strong understanding of insurance policies, enabling prompt resolution of billing discrepancies and reduced claim denials.
- Handled prescription refills requests promptly under the supervision of healthcare providers for improved medication adherence among patients.
- Improved office productivity by organizing supplies inventory management system resulting in lower costs.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Obtained client medical history, medication information, symptoms, and allergies.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging, and compassionate environment.
- Liaised with patients and addressed inquiries, appointment requests and billing questions.
Medical Administrative Assistant
Harlan County Health Systems
06.2019 - 11.2021
- Company Overview: Nebraska
- Managed patient scheduling and records, improving efficiency and reducing appointment backlogs
- Led a digital transformation initiative, increasing survey response rates and actionable insights
- Established standardized protocols to ensure regulatory compliance and enhance service delivery
- Assisted in the development of marketing and educational materials for patient experience initiatives
- Trained staff on best practices for patient communication and engagement
- Nebraska
- Handled sensitive patient information with discretion, adhering to strict HIPAA guidelines and safeguarding privacy at all times.
- Provided exceptional customer service to patients, addressing concerns promptly and professionally to ensure satisfaction.
- Answered incoming calls, routed messages and resolved patient inquiries within target timeframes.
- Supported healthcare providers with the timely completion of necessary documentation, allowing them to focus on quality patient care.
- Generated reports and logged patient information for reliable records.
- Developed strong rapport with patients through active listening and empathetic communication, fostering trust and encouraging ongoing engagement with healthcare services.
- Managed incoming phone calls efficiently, directing callers to appropriate personnel while providing courteous service at all times.
- Verified insurance coverage to prepare for upcoming patient appointments.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Called patients to confirm scheduled appointments day in advance.
- Demonstrated proficiency in various medical software programs, adeptly adapting to new technology as required for optimal job performance.
- Contributed to a positive office environment by fostering strong working relationships with colleagues, resulting in improved team collaboration.
- Assisted in the training of new administrative staff members, sharing expertise and best practices to support their professional development.
- Streamlined front desk operations through the implementation of an effective filing system for patient documentation.
- Scheduled patient appointments and placed reminder calls to deliver exceptional customer experience.
- Collaborated with healthcare professionals to maintain high-quality care across departments.
- Anticipated supply needs and placed orders proactively, preventing shortages that could disrupt daily clinic operations or compromise patient care quality.
- Conducted insurance verification and preauthorizations and managed patient charts.
- Facilitated seamless communication between patients and healthcare providers through diligent message relay and prompt follow-up actions as needed.
- Ensured accurate insurance billing and coding, reducing claim denials and expediting reimbursements for services rendered.
- Followed up with insurance companies to secure timely payment.
- Supported office staff and operational requirements with administrative tasks.
- Assisted with the coordination of clinical staff schedules, ensuring adequate coverage during peak hours and minimizing wait times for patients.
- Received, recorded and filed medical payments by check, cash, and credit card.
- Prepared patient charts by gathering and organizing medical records ahead of appointments.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Used WellSky to schedule appointments for doctor visits and procedures.
- Obtained pre-authorization from insurance companies ahead of medical services.
- Updated patient information and insurance details for accurate electronic medical records.
- Registered patients and completed associated paperwork for accurate records.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Assisted with medical coding and billing tasks.
- Performed various administrative tasks by filing, copying and faxing documents.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Managed office bookkeeping with insurance billing and patient payments.
- Processed medical insurance claims and payments.
- Answered phone calls and messages for 20-physicians at VA medical facility, scheduling appointments, and handling patient inquiries.
Owner | Operations Manager
Grace Companion Care
01.2017 - 06.2019
- Company Overview: Nebraska
- Developed and implemented patient retention programs, increasing client return rates by 35%
- Designed a comprehensive satisfaction tracking system, improving service adjustments and responsiveness
- Established strategic partnerships with healthcare providers to improve patient care coordination
- Created training programs focused on empathy, communication, and patient engagement for caregivers
- Led online reputation management efforts, increasing positive patient reviews
- Nebraska
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Consulted with customers to assess needs and propose optimal solutions.
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Trained and motivated employees to perform daily business functions.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
- Established foundational processes for business operations.
- Achieved financial growth with strategic planning, cost control measures, and targeted marketing efforts.
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
- Evaluated industry competition regularly to maintain a competitive advantage in the marketplace.
- Successfully navigated challenging economic conditions by making informed decisions that protected the business''s financial stability.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
- Ensured regulatory compliance by staying abreast of industry-related changes and implementing necessary policies or procedures as needed.
- Expanded product offerings by researching market trends and identifying potential growth opportunities.
- Generated revenues yearly and effectively capitalized on industry growth.
- Streamlined operations to improve efficiency, enabling more time to be spent on strategic planning and decisionmaking.
- Enhanced company's market position by identifying and pursuing new business opportunities.
- Optimized supply chain operations, negotiating with suppliers to ensure timely delivery of high-quality products.
- Improved team productivity by introducing innovative project management tools and techniques.
- Fostered strong relationships with clients to boost retention rates, conducting regular feedback sessions.
- Led negotiations for major contracts, securing favorable terms that significantly reduced costs.
- Streamlined operational processes to improve efficiency with comprehensive audits and restructuring.
- Interacted well with customers to build connections and nurture relationships.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Trained and guided team members to maintain high productivity and performance metrics.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Education
Self-Concept Coaching Course - Emotional Intelligence Self Concept
Macie Renae Coaching
Las Vegas, NV02.2025
Advanced Emotional Intelligence Training -
01.2025
Macie Ranae Coaching Program -
01.2025
Hybrid Experience Emotional Intelligence -
09.2023
Skills
- Patient Engagement Strategy
- Data Collection & Interpretation
- Patient Experience Evaluation
- Healthcare Operations
- Compliance Monitoring
- Efficiency Enhancement
- Collaborative Leadership
- Team Collaboration
- Emotional Intelligence
- Conflict Management Expertise
- Strategic Marketing
- Methods for Enhancing Patient Interaction
- Problem Resolution Expertise
- Client Engagement
- Efficient Data Management
- Efficient Documentation Management
- Administrative Support
- Project Execution Management
- Confidential Information Handling
- Standards Enforcement Management
- Negotiation Techniques
- Leadership Coaching
- Strategic Development
- Collaborative Team Development
- Organizational Transition Experience
- Leadership Coaching
- Resolution Facilitation
- Effective Communication Techniques
- Strategic Leadership
- Workplace Culture Enhancement
- Strategic Decision Making
- Employee Involvement Strategies
- Empathy Skills
- Effective Interpersonal Communication
- Strategic Assessment Skills
- Leadership Frameworks
- Effective Coaching Methods
- Leadership agility
- Collaborative Team Leadership
- Leadership Development
- Organizational Growth
- Innovative Problem Solving
- Effective Leadership
- Leadership Coaching Solutions
- Organizational Structure Improvement
- Creative Innovation Management
- Leadership Evaluation
- Analytical Problem-Solving
- Deadline-Oriented Time Management
- Analytical Problem-Solving
- Effective Time Management
- Clarity in Communication
- Technical Proficiency
- Engaged Listening Proficiency
- Troubleshooting skills
Key Skills Expertise
- Patient Experience Strategy
- Survey Design & Data Analysis
- Net Promoter Score (NPS) & Patient Satisfaction Metrics
- Reputation Management & Online Reviews
- Healthcare Administration & Compliance
- Workflow & Process Optimization
- Cross-Functional Leadership
- Team Coordination & Development
- Emotional Intelligence & Conflict Resolution
- Marketing & Patient Engagement Strategies
Education Professional Development
- Self-Concept Coaching Course, 02/01/25
- Hybrid Experience Emotional Intelligence, 03/01/23, 09/30/23
- Advanced Emotional Intelligence Training, 05/01/22, 12/31/25
- Macie Ranae Coaching Program, 05/01/22, 12/31/25
Certifications Courses
- Patient Experience & Reputation Management
- Business Operations & Workflow Optimization
- Healthcare Compliance & Documentation Management
- Process Improvement & Quality Assurance
- Conflict Resolution & Workplace Communication
Testimonials Endorsements
- Dana is a proactive leader who consistently improves patient experience and team collaboration. Her emotional intelligence is unmatched., Former Supervisor
- She has a gift for analyzing patient feedback and implementing effective strategies that enhance satisfaction and engagement., Colleague
Leadership Impact
- Spearheaded initiatives that increased patient satisfaction scores by 30%.
- Developed survey methodologies that enhanced data collection and improved service adjustments by 20%.
- Led training programs that boosted employee engagement and retention by 30%.
- Implemented strategic initiatives to optimize patient loyalty and service delivery.
Timeline
Program Support Specialist Assistant
San Francisco Dept. of Veteran Affairs Clinical Resource Hub
06.2024 - Current
Advanced Medical Support Assistant
San Francisco Dept. of Veteran Affairs Clinical Resource Hub
11.2021 - 06.2024
Medical Administrative Assistant
Harlan County Health Systems
06.2019 - 11.2021
Owner | Operations Manager
Grace Companion Care
01.2017 - 06.2019
Advanced Emotional Intelligence Training -
Hybrid Experience Emotional Intelligence -
Self-Concept Coaching Course - Emotional Intelligence Self Concept
Macie Renae Coaching
Macie Ranae Coaching Program -
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