Janelle Heim

• Support Patient Experience operations across the consortium, fostering a patient-centered culture and ensuring consistent, high-quality service delivery across multiple departments and care settings.
• Supervised and developed a team of four, improving team performance and engagement through structured bi-weekly 1:1s, daily huddles, and ongoing mentorship, resulting in more efficient case management and improved consistency in workflow execution.
• Facilitate bi-weekly case review meetings with cross-functional leadership, advancing case resolution, promoting accountability, and ensuring consistent follow-through on patient concerns.
• Direct high-volume case management processes, reviewing all submitted cases for accuracy and completeness, and preparing detailed materials for leadership review meetings, improving alignment and decision-making with managers and medical staff.
• Manage complex patient concerns, delivering timely, compassionate resolutions through in-person, phone, and written communication, contributing to improved patient satisfaction and trust.
• Train and onboard leaders on Datix processes, enhancing documentation quality, increasing consistency in reporting, and strengthening system adoption across departments.
• Collaborate with cross-functional teams and external partners, driving process improvements, improving communication pathways, and aligning Patient Experience initiatives with organizational priorities.
• Engage with Tribal Elder Gatherings to build trust, gather feedback, and serve as a liaison between Elders and healthcare teams to improve patient experience.

Promoted from Patient Experience Lead to Supervisor, providing leadership and oversight of the Patient Experience department while fostering a patient-centered culture. Support and develop staff through training and mentorship, resolve complex patient concerns, and collaborate across departments to drive process improvements and align initiatives with organizational goals.

Additional Leadership Experience (Interim Coverage)

• During Patient Experience Director transition in 2021, functioned as Patient Experience Leader ensuring the team's consistent flow and care, performed tasks as working with medical leaders, continuity of Patient Experience operations, including provider complaint processes and long-term care (LTC) concerns.
• Participated in key cross-functional meetings (WRG, Datix, CPIC, QAPI, Primary Care), preparing materials, presenting findings, and supporting case resolution and documentation.
• Managed LTC tracking and supported board reporting, ensuring timely follow-up on patient concerns while maintaining compliance and operational continuity.

• Provide high-level administrative and operational support to executive leadership, leveraging strong organizational, communication, and anticipation skills to manage complex schedules, coordinate meetings, and ensure seamless daily operations.
• Produce and manage professional communications, reports, and presentations, utilizing attention to detail and advanced technical skills to ensure accuracy, clarity, and effectiveness.
• Serve as a key liaison between internal and external stakeholders, applying discretion, problem-solving, and customer service strengths to address inquiries, support projects, and maintain positive, collaborative relationships.

• Provide project and administrative support across assigned departments, utilizing strong organizational, time management, and problem-solving skills to coordinate tasks, manage data, and support program operations.
• Deliver high-quality administrative support, including scheduling, document preparation, and data management, with a focus on accuracy, efficiency, and attention to detail.
• Support office operations and team effectiveness by managing daily workflows, maintaining resources, and fostering positive collaboration, with the ability to lead or supervise administrative functions as needed.

• Supported HR operations by coordinating hiring processes, onboarding activities (I-9 verification, fingerprinting), and employee documentation.
• Maintained accurate personnel records, managed reporting, and ensured compliance with organizational and confidentiality standards.
• Provided administrative support with strong attention to detail, organization, and efficiency in a fast-paced environment.

• Supported outpatient behavioral health department operations to ensure efficient workflows and high-quality service delivery.
• Supervised administrative staff, overseeing hiring, training, and performance while promoting a patient-centered environment.
• Ensured HIPAA compliance and adherence to organizational standards in all administrative processes.
• Coordinated departmental scheduling, budget management, and recruitment efforts to support operational efficiency.

• Crafted a variety of cocktails and beverages for patrons.
• Ensured cleanliness and organization of bar area.
• Processed cash and card transactions with precision at register.
• Adhered to safety and health regulations during beverage preparation.
• Executed opening and closing duties, including supply restocking.
• Provided excellent customer service while greeting customers.

• Oversaw comprehensive benefits administration functions, ensuring accurate billing and compliance with regulations.
• Coordinated client benefit plans during open enrollment, applying strong analytical and organizational skills.
• Supported plan design and auditing processes to enhance overall efficiency.
• Delivered high-quality client support through effective presentations and relationship management.
• Promoted understanding and satisfaction among clients through clear communication.
• Trained under insurance broker to gain insights into industry best practices.

• Directed traffic flow to enhance safety at construction sites.
• Set up and monitored safety signs and equipment for optimal visibility.
• Communicated instructions clearly to drivers and pedestrians on-site.
• Utilized radio communication systems to coordinate efficiently with flaggers and supervisors.

• Directed traffic flow to enhance safety at construction sites.
• Set up and monitored safety signs and equipment for optimal visibility.
• Communicated instructions clearly to drivers and pedestrians on-site.
• Utilized radio communication systems to coordinate efficiently with flaggers and supervisors.

• Delivered high-quality patient and administrative support while balancing front desk and billing tasks.
• Cross-trained as dental assistant, assisting providers with clinical procedures and taking x-rays.
• Maintained strict sterilization standards to ensure safe and efficient patient care delivery.
• Managed insurance processing, account follow-up, and electronic documentation with accuracy and attention to detail.

• Delivered efficient and accurate customer service in a fast-paced environment, handling cash transactions and supporting daily operations.
• Managed mail processing and administrative tasks with strong attention to detail and organizational skills.
• Contributed to smooth workflow and team effectiveness through reliability, multitasking, and a service-oriented approach.

• Utilized Microsoft Office applications to prepare documents and support office workflows with accuracy and efficiency.
• Maintained effective communication and organization across tasks, contributing to a smooth and responsive work environment.
• Maintained patient records and ensured accurate data entry consistently.

• Provided reliable administrative support through data entry, filing, and document management, ensuring accuracy and efficiency in daily operations.
• Transcribed and prepared professional documents through dictation, applying strong communication and attention to detail.
• Maintained organized records and supported workflow efficiency using Microsoft Office tools.

• Cleared and reset tables efficiently for incoming guests.
• Assisted servers with food and beverage delivery during peak hours.
• Maintained cleanliness of dining areas throughout shifts.

• Supported daily operations in a fast-paced fitness setting by maintaining equipment, assisting clients, and ensuring a safe and welcoming environment.
• Provided guidance on equipment use, promoting safety, engagement, and a positive customer experience.
• Managed cash transactions and client interactions with accuracy, professionalism, and a strong service-oriented approach.

• Provided excellent customer service by taking orders, handling transactions, and ensuring a positive dining experience.
• Maintained cleanliness and organization by bussing and resetting tables efficiently in a fast-paced environment.
• Demonstrated strong multitasking, communication, and teamwork skills to support smooth daily operations.