Heather Jordan
South Portland,ME
Summary
Dynamic and highly dedicated healthcare operations leader with extensive experience managing physician scheduling, patient access, and multidisciplinary clinic teams. Demonstrated ability to manage multiple urgent priorities, streamline processes, and elevate the patient experience. Known for a collaborative, interpersonal leadership style that builds confidence and drives accountability across clinical and administrative teams. Deep understanding of healthcare workflows, compliance, patient registration, call schedules, and high-volume healthcare environments.
Overview
12
12
years of professional experience
Work History
Patient Access Manager
Orthopedic Associates of Maine (formerly Spectrum Orthopaedics)
09.2024 - Current
- Provide operational oversight and leadership of all patient service staff across Portland, Windham, and Brunswick clinic locations, including front desk and PT reception teams.
- Manage daily clinic operations, staffing schedules, and registration functions (check-in, check-out, time-of-service/co-pay collections, payment posting).
- Ensure streamlined and compliant patient registration processes that support effective revenue capture and minimize workflow interruptions.
- Serve as the first point of contact for escalated patient concerns, resolving dissatisfaction with service, processes, or communication.
- Review, design, and improve processes for scheduling, patient access, and phone workflows, collaborating with internal teams and external vendors.
- Prepare and coordinate physician and advanced practice provider schedules, ensuring accuracy and continuity across multiple locations.
- Oversee quality assurance activities to monitor service levels, team performance, and adherence to KPIs.
- Provide ongoing coaching, mentoring, and annual performance evaluations for Leads and Patient Service Representatives.
- Oversee hiring, onboarding, and continuous performance monitoring for positions within Patient Access.
- Act as a subject matter expert for all patient access functions, maintaining proficiency across systems, workflows, and operational needs.
- Partner with clinical leadership to enhance patient experience, improve access, and support organizational goals.
Physician Scheduling Supervisor
Spectrum Orthopaedics
01.2022 - 09.2024
- Coordinated all aspects of physician and APP schedules, managing coverage, templates, and annual call schedules for 20+ providers.
- Managed and mentored teams of surgery schedulers, pre-admission testing personnel, advanced practice providers, and administrative staff.
- Developed, implemented, and evaluated new protocols to improve clinic efficiency and reduce process discrepancies.
- Interviewed and onboarded new hires while providing training and performance feedback.
- Collaborated with clinical leadership to raise standards of practice and monitor staff performance.
- Introduced departmental policies and guided staff through adoption of new workflows.
- Managed PTO planning for over 35 providers annually.
Clinical Assistant / Surgery Scheduler
Spectrum Orthopaedics
06.2017 - 01.2022
- Set and confirmed surgical customer appointments, ensuring accurate medical history review and appropriate scheduling.
- Managed schedules for a team of surgical personnel, ensuring adequate clinical coverage.
- Communicated schedule changes to providers and departments.
- Assisted with patient care, restocked clinical supplies, and maintained clean and safe treatment environments.
- Coordinated prescription refills, patient instructions, and communications with pharmacies.
- Resolved patient concerns and provided excellent customer service.
Surgery Scheduler
Mercy Hospital
11.2013 - 05.2017
- Performed all central surgery scheduling responsibilities, including schedule updates, algorithm-based medical history review, and patient/provider communication.
- Implemented improvements in scheduling workflows and eliminated discrepancies.
- Collaborated with supervisors and departments to achieve group goals and enhance patient care.
Education
Associate of Science - Surgical Technology
Southern Maine Community College
South Portland, ME05.2010
Skills
- Patient Access & Registration Oversight
- Staff Leadership & Development
- Schedule Management (Physicians, APPs, Clinical Staff)
- Workflow Optimization & Process Improvement
- Calendar & Template Coordination
- Conflict Resolution & Patient Relations
- Time-of-Service Collections Oversight
- Cross-Functional Collaboration
- Performance Coaching & Mentorship
- Strong Work Ethic & Multitasking
- Microsoft Office Suite
- Practice Management & EHR Systems
Timeline
Patient Access Manager
Orthopedic Associates of Maine (formerly Spectrum Orthopaedics)
09.2024 - Current
Physician Scheduling Supervisor
Spectrum Orthopaedics
01.2022 - 09.2024
Clinical Assistant / Surgery Scheduler
Spectrum Orthopaedics
06.2017 - 01.2022
Surgery Scheduler
Mercy Hospital
11.2013 - 05.2017
Associate of Science - Surgical Technology
Southern Maine Community College