Summary
Overview
Work History
Skills
Timeline
Generic

Jennifer Gilley

Portland,OR

Summary

Professional in healthcare administration, prepared to excel in clinic office coordination. Managed patient interactions and administrative tasks to support clinical operations effectively. Valued for team collaboration and adaptability, ensuring seamless office functionality and patient satisfaction. Proficient in medical records management and patient scheduling.

Overview

24
24
years of professional experience

Work History

Management & Program Analyst

Dept. of Veteran Affairs
06.2022 - Current
  • Clinical Automated Data Processing Application Coordinator
  • Conducts cost-effectiveness analyses for service lines including Utilization Management, Community Care, Compensation & Pension, and Occupational Health.
  • Develops findings and recommendations from data collected through program reviews, interviews, and legislative assessments; presents results to Administrative Officer, Chief of Staff, and Executive Leadership.
  • Leads data analytics and system improvement initiatives to optimize clinical and administrative workflows.
  • Designs and implements staff training programs on clinical profiles, scheduling systems, SOPs, and data compliance.
  • Acts as Subject Matter Expert for Labor Mapping, Bookability Validation, clinic profile grids, and scheduling matrix management.
  • Interprets and applies VA policies and federal regulations for scheduling, workload, billing, and ambulatory data capture.
  • Provides Administrative Officer coverage and direct patient support, including check-in, phone assistance, and Insurance Capture Buffer updates.
  • Coordinates care logistics for patients, resolving barriers such as transportation or lodging eligibility.
  • Serves as Subject Matter Expert and Point of Contact for Toxic Exposure Screening program implementation.
  • Leads staff training and stakeholder engagement across multiple VA Medical Centers to ensure alignment with national directives.
  • Screens Veterans, provides education, and ensures timely follow-up actions in coordination with clinical and administrative teams.

Lead Advanced Medical Support Assistant/Advanced Medical Support Assistant

Dept. of Veteran Affairs
01.2021 - 06.2022
  • Worked closely with the Administrative Director, Nurse Manager, and AMSA Supervisor for the Division of Hospital and Specialty Medicine (DHSM) to oversee the management of 23 AMSA staff serving 14 Specialty Medicine Services and 4 procedural units.
  • Participated in the development, establishment and implementation of new national and local operational policies and procedures related to scheduling rules and regulations.
  • Clinic profile management for all Specialty Clinics in DHSM; to include all new clinic builds, editing existing matrices and ensure all clinic builds are accurate per national guidance.
  • Monitored AMSAs for accurate performance of job duties, ensuring the Division is in compliance with VHA rules and regulations.
  • Observed and evaluated clinical and administrative processes and provided guidance to develop improvements, ensure efficiency and facilitate problem solving or conflict resolution.
  • Served as the Division Champion for training staff members on the Mission Act and Consult Scheduling policies and procedures.
  • Participated in formulating and establishing local directives and standard operating procedures to effectively implement new scheduling practices.
  • Provided staff development, education and training.
  • Created training materials, instruction sheets and brochures for quick reference guides used to educate staff on correct scheduling procedures in accordance with the Mission Act.
  • Provided one on one training as well as teaching MSA classes with large groups in both face-to-face and virtual sessions.
  • Provide expert guidance on scheduling practices, rules and regulations, including the processing and scheduling of Consults.
  • Served as the STAT consult/pending encounter review board leader, monitored the VISN 20 Consult Dashboard and VISN20 Access Report to check for STAT consults, consults active over 30 days, consults not completed within 90 days.
  • Managed and built Provider schedules and clinic matrices, ensuring accurate and timely scheduling of all appointments in accordance with the Mission Act, and all consults are received, reviewed and completed in accordance with the Consult Scheduling Directive for multiple services; to include GI, Hematology Oncology and Chemotherapy.
  • Handled all administrative details, issues or processes, related to the patients associated with these services, including monitoring clinic and provider schedules, investigating circumstances related to wait times and submitting monthly reports.
  • Assisted patients with scheduling conflicts and appointment coordination, identifying and eliminating barriers preventing patients from coming to an appointment such as lodging or transportation difficulty. Arranged temporary lodging for patients that qualified based on eligibility criteria.

Veteran Service Rep GS-7 (VBA) Veteran Service Representative

Dept of Veterans Affairs
01.2020 - 01.2021
  • Inform veterans and their beneficiaries of all required evidence and requirements needed to further the process of a claim, or entitlement benefit; assisting the claimant(s) as needed with applications and other required forms.
  • Analyze, develop, request required evidence, and make determinations on claims requiring a rating decision based upon federal guidelines [38 U.S.C. 1151, and other legal statues that may apply]. To include issues for complex and sensitive claims including PTSD, sexual trauma, and reopened claims; assuring that all issues have been addressed and are legally supportable under applicable federal law, VA regulation, and other applicable policy or precedent
  • Identify and route correspondence appropriately and in a timely manner in order to sufficiently aid the veteran and their beneficiaries in filing claims and various requests.
  • Decide the necessity and type of examinations, or reexaminations necessary to evaluate disabilities.
  • Use electronic data sources for claims processing, adjudication, and authorization; advocating for claimants and their beneficiaries in dealing with other programs or organizations; develop correspondence as appropriate, including correspondence with claimant representatives, special interest groups and Congress.

Administrative Officer Day of the Day – GS-7

Dept. of Veteran Affairs
01.2019 - 01.2020
  • Represented Medical Center Director after hours as highest-ranking on-site authority, managing hospital operations and crisis response.
  • Advised clinical staff on non-clinical issues, including policy interpretation, involuntary admissions, and complex behavioral cases.
  • Coordinated with emergency services, social work, and patient advocacy; managed organ donation protocols and incident reporting.
  • Handled emergent trauma transfers and incoming psychiatric crises, ensuring compliance with privacy regulations.
  • Educated veterans on VA benefits and eligibility; assisted with applications during high-stress situations.
  • Served as after-hours Patient Advocate and Social Work liaison, arranging lodging, transportation, and support services.
  • Collaborated with Patient Flow Coordinators on admissions and bed assignments; provided ER clerk coverage as needed.

Advanced Medical Support Assistant- Community Care

Dept. of Veteran Affairs
11.2017 - 01.2019
  • Worked closely with clinical personnel and community providers to ensure veterans receive timely care referred to vendors in their local community.
  • Prepares authorizations (NVCC AND 10-0386) using FBCS program and Tri-West portal for multiple categories of care.
  • Coordinates veteran appointments through community vendors utilizing guidance and direction from veteran and care team.
  • Interprets policy for patients, their families, agency employees and Veterans service organizations.
  • Initial point of contact for Veteran and Non-VA provider, for all questions regarding authorizations, scheduling and billing.
  • Researches billing issues for patients and forward to appropriate department.
  • Perform basic medical check-ups, providing patient care, updating records, and filling in forms.

Independent Healthcare Contractor/Consultant

Contractor/Consultant
01.2007 - 01.2017
  • Experienced Independent Healthcare Contractor/Consultant with strong background in direct patient care and healthcare operations. Skilled in managing care for aging and disabled individuals, including medication management, monitoring vital signs, assisting with daily living activities, and coordinating medical appointments. Demonstrated ability to respond to urgent medical and mental health needs and collaborate with care teams.
  • Also, highly proficient in business operations—overseeing personnel, budgeting, inventory, customer service, and strategic planning. Adept at maintaining professional relationships, ensuring regulatory compliance, and implementing quality assurance measures to drive operational excellence.
  • Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.

Unit Secretary-CPCA/Pathology Tech

Kaiser Permanente
01.2001 - 01.2007
  • Primarily responsible for providing efficient and effective administrative management for the clinical operations on multiple units; to include Labor & Delivery, Women’s Health, Med/Surg.
  • Answers phone(s) on Unit and manages calls appropriately. Takes phone reports from Lab, Diagnostic Imaging, and other Departments accurately, and delivers to proper nurse.
  • Uses systems to assist with the processing of orders. Verifies ADT information. Uses manual system when computer is down.
  • Communicates ADT information to Admitting Department and Shift Supervisor/Bed Control.
  • Uses systems to assist physicians. During computer downtime, transcribes physicians orders to appropriate medical record and other forms accurately. Completes request forms/orders entry for diagnostic tests, consultations, referrals.
  • Schedules special tests with in-house and outside agencies and documents appointment. Makes arrangements for patient transport to outside agencies and departments.
  • Set all appointments for patients prior to discharge.
  • Process birth certificates, physician orders, admission and discharge paperwork.
  • Correspond with physicians and attorneys regarding malpractice and health lawsuits.
  • Perform all office functions to include filing, data entry and ten-key.
  • Xeroxes and processes charts and other documents as directed by Supervisor or RN.
  • Triage incoming calls to appropriate department or staff member.
  • Process ROI requests.
  • Maintains inventory of Unit supplies. Orders non-stock items as directed. Orders stock items to maintain par level. Transport/arranges for transport of supplies and equipment between Units or Departments as needed.
  • Uses systems to support nursing and unit staff. Uses manual system when computer is down. Supports unit during computer downtime. Obtains downtime kit as appropriate.
  • Transmits messages and other pertinent information to appropriate staff members. Picks up, sorts, and delivers Unit and patient mail.
  • Update and maintain patient medical records in Epic. (Proprietary health care software

Skills

  • Healthcare Operations & Policy Analysis
  • Data Analytics & Decision Support
  • Performance Measurement & Reporting
  • Clinic Profile & Scheduling Optimization
  • Regulatory Compliance (VA, VHA Directives)
  • FPPE/OPPE & Credentialing Support
  • Process Improvement & Lean Principles
  • Payroll Administration and Timekeeping
  • Clinical Automated Data Processing Application Coordinator

Timeline

Management & Program Analyst

Dept. of Veteran Affairs
06.2022 - Current

Lead Advanced Medical Support Assistant/Advanced Medical Support Assistant

Dept. of Veteran Affairs
01.2021 - 06.2022

Veteran Service Rep GS-7 (VBA) Veteran Service Representative

Dept of Veterans Affairs
01.2020 - 01.2021

Administrative Officer Day of the Day – GS-7

Dept. of Veteran Affairs
01.2019 - 01.2020

Advanced Medical Support Assistant- Community Care

Dept. of Veteran Affairs
11.2017 - 01.2019

Independent Healthcare Contractor/Consultant

Contractor/Consultant
01.2007 - 01.2017

Unit Secretary-CPCA/Pathology Tech

Kaiser Permanente
01.2001 - 01.2007