Jenna Burgess
Practice Manager
Tyler,TX
Summary
Highly accomplished Healthcare Operations and Practice Management Leader with 10+ years of experience overseeing multi-provider medical practices and contact center operations. Proven success managing teams of up to 50+ staff, improving patient access, optimizing workflows, ensuring regulatory compliance, and enhancing revenue cycle performance. Recognized for strong leadership, communication, and problem-solving skills with a patient-centered approach.
Overview
15
15
years of professional experience
Work History
Contact Center Director
Heaton Eye Associates
Tyler, Texas
08.2025 - Current
- Direct daily operations of a high-volume contact center supporting a multi-location ophthalmology and optometry practice
- Lead, coach, and manage call center supervisors and representatives to ensure timely access to care and exceptional patient service
- Establish performance standards, monitor KPIs, and implement quality assurance initiatives to improve call handling efficiency and patient satisfaction
- Oversee appointment scheduling for eye exams, specialty visits, procedures, and post-operative follow-ups
- Ensure accurate insurance verification, benefit communication, and referral authorization prior to appointments
- Develop and enforce policies and procedures related to patient intake, scheduling, and escalation workflows
- Collaborate with physicians, clinic leadership, and operations teams to align call center workflows with clinical needs
- Manage staffing models, schedules, and workforce planning to ensure adequate coverage during peak call volumes
- Train and onboard new team members while providing ongoing coaching and performance feedback
- Monitor compliance with HIPAA, patient privacy, and organizational policies
- Analyze call center metrics and patient feedback to identify trends and drive continuous improvement
- Resolve complex patient concerns and escalations with professionalism and empathy
Practice Manager
Digestive Health Associates of Texas
Rockwall, Texas
02.2018 - 12.2020
- Oversaw fiscal operations including budgeting, accounting, expense authorization, and financial reporting
- Ensured compliance with OSHA, HIPAA, and regulatory requirements
- Developed and implemented policies and procedures to improve operational efficiency
- Supervised and supported a team of 25 office personnel, improving workflow and staff morale
- Recruited, hired, trained, and onboarded all staff, implementing structured onboarding programs
- Conducted annual performance reviews and managed corrective action plans
- Managed office and medical supply inventory and ordering
- Addressed and resolved patient and employee concerns professionally
- Organized staff meetings and facilitated ongoing education initiatives
- Implemented billing best practices resulting in reduced accounts receivable delays
Patient Access Manager
Texas Neurology
Dallas , TX
06.2016 - 01.2018
- Managed 50+ staff members across patient access, administrative departments, and clinical departments
- Communicated closely with 21 providers to ensure operational coordination
- Oversaw Call Center, MRI, Medical Records, Referrals, Front Desk teams, and Medical Assistants
- Communicated updates related to managed care, billing, coding, office policies, and HR initiatives
- Managed payroll, incentive programs, and compliance programs including Meaningful Use and PQRS
- Improved patient access workflows and interdepartmental communication
Practice Manager
Neurology Specialists of Dallas
Dallas, TX
10.2009 - 05.2016
- Directed daily operations across multiple neurology practice locations
- Assigned staffing duties and ensured adequate coverage, including after-hours MRI services
- Audited medical charts and resolved billing and coding discrepancies
- Hired, trained, evaluated, and terminated staff as needed
- Managed timekeeping, payroll approval, and attendance tracking
- Handled patient complaints and employee concerns promptly and effectively
- Implemented and enforced office policies and procedures
- Balanced daily cash batches, deposits, and credit card payments
- Generated productivity, no-show, and provider performance reports
- Ensured accurate collection of copays, deductibles, and coinsurance
- Optimized provider schedules to maximize efficiency and minimize cancellations
- Maintained strict confidentiality and compliance with patient data regulations
Server/Bartender
Twin Peaks
Mesquite, USA
06.2006 - 09.2009
- Delivered exceptional customer service in a fast-paced environment
- Built strong relationships with repeat customers
- Managed POS transactions, payments, and order accuracy
- Maintained cleanliness and compliance with health and safety standards
- Resolved customer concerns to preserve a positive guest experience
Education
High School Diploma -
Rockwall High School
Rockwall, TX06.2002
Skills
- Healthcare operations management
- Contact center leadership
- Staff supervision and training
- Hiring and onboarding
- Performance management
- Policy and procedure development
- Regulatory compliance (HIPAA, OSHA)
- Electronic medical records (EMR/EHR)
- Patient access optimization
- Insurance verification and authorizations
- Revenue cycle support
- Payroll and budget oversight
- Patient relations and resolution
- Inventory management
Timeline
Contact Center Director
Heaton Eye Associates
08.2025 - Current
Practice Manager
Digestive Health Associates of Texas
02.2018 - 12.2020
Patient Access Manager
Texas Neurology
06.2016 - 01.2018
Practice Manager
Neurology Specialists of Dallas
10.2009 - 05.2016
Server/Bartender
Twin Peaks
06.2006 - 09.2009
High School Diploma -
Rockwall High School