Jessica Schwandner
Jenison,MI
Summary
Experienced Medical Office Operations Director with over 20 years in healthcare. Proven ability to efficiently manage office operations, optimize workflows, and ensure patient satisfaction. Skilled in EHR technology, adept at managing diverse tasks, and implementing streamlined processes to enhance efficiency. Strong in leadership, fostering positive work environments, communication, problem-solving, and organizational abilities. Committed to delivering superior patient care and supporting the success of healthcare teams.
Overview
22
22
years of professional experience
Work History
Medical Office Operations Director
Born Clinic, PC
10.2019 - Current
- Direct daily operations of a busy functional medicine medical office, including staffing, patient flow management, coordinating schedules, and overseeing a team of 45+ employees, ensuring efficient operations and high-quality patient care.
- Lead and motivate staff, set performance goals, and provide constructive feedback for professional growth and development. Facilitate open communication between management and staff, addressing operational challenges promptly and fostering a culture of positivity and continuous improvement in the work environment.
- Manage all aspects of HR, including recruitment, interviewing, and onboarding of new employees, performance evaluations, conflict resolution, compliance, employee compensation, calculating deductions, employee benefit administration, and payroll processes.
- Manage Electronic Health Record (EHR) systems, including troubleshooting issues, providing comprehensive user support, and optimizing system functionality by implementing improvements to align with department-specific needs. Proficient in creating templates, generating reports, managing patient records, and maintaining schedules. Currently leading the implementation of a new EHR system organization wide to improve office efficiency.
- Collaborate with healthcare providers, administrative and clinical staff, and external partners to optimize patient care delivery and achieve organizational goals.
- Provide excellent customer service to patients, analyze feedback, and address inquiries and concerns to ensure a positive patient experience.
- Prioritize tasks and manage multiple responsibilities to meet deadlines and ensure smooth operations in a fast-paced healthcare environment.
- Identify issues, develop solutions, and implement strategies to address challenges in daily operations.
- Ensure compliance with healthcare regulations and standards maintaining strict confidentiality of patient records and company documents.
Administrative Assistant / Accounts Payable
Born Clinic, PC
06.2017 - 10.2019
- Provided comprehensive administrative support to management team, including handling phone calls, inquiries, and correspondence, scheduling appointments, managing calendars, ordering office supplies, and organizing meetings and events.
- Managed Accounts Payable functions, overseeing high volume of invoices, optimizing payment schedules to improve cash flow, reconciling credit card statements, maintaining vendor files, entering checks into QuickBooks, and processing refunds. Reduced invoice processing time by implementing streamlined procedures.
- Demonstrated proficiency in MS Office Suite (Excel, Word, Outlook), QuickBooks, and Bill.com for effective task management and reporting.
- Fostered positive relationships with vendors, promptly resolved payment discrepancies, and handled inquiries professionally to maintain strong vendor relations.
- Assisted in IT, Phone System, and EHR/Practice Administration tasks to support seamless office operations.
- Updated and maintained all office forms, including consents and policies and procedures, ensuring compliance with regulatory requirements.
- Managed provider schedules and PTO, facilitating efficient scheduling and coverage.
- Supported Employee Benefits Administration processes to assist staff with benefit inquiries and enrollment.
- Maintained electronic health records and patient files in strict compliance with HIPAA regulations, ensuring confidentiality and accuracy.
Administrative Medical Assistant
Born Clinic, PC
10.2002 - 06.2017
- Managed patient check-in and check-out processes, billing and coding, payment collection, medical records requests, preparation of patient charts, handled patient calls, and scheduled appointments.
- Facilitated seamless communication between patients, providers, and medical staff, ensuring efficient coordination of services.
- Provided compassionate patient care by promptly addressing concerns and educating patients on treatments offered.
- Delivered exceptional customer service through efficient handling of incoming calls, emails, and walk-in inquiries from patients.
- Maintained accurate medical records and ensured compliance with HIPAA regulations, contributing to enhanced patient care and safety.
- Managed high volume of patient correspondence, ensuring timely responses and appropriate escalation of urgent matters.
- Scheduled patient appointments and coordinated referrals to specialists.
- Managed electronic health records (EHR), patient files, and confidential patient information in compliance with HIPAA regulations.
- During externship, prepared examination rooms, sterilized medical instruments, conducted laboratory tests, assisted with diagnostic procedures, including EKGs and phlebotomy and administered injections.
Education
Medical Assistant Certification
Olympia Career Training Center
Grand Rapids, MIHigh School Diploma -
Calvin Christian High School
Grandville, MISkills
- Attention to Detail
- Critical Thinking
- Customer Service
- Interpersonal Communication
- Leadership
- Maintaining Compliance
- Proficient in EHR Technology
- Project Management
- Staff Management
- Time Management
Timeline
Medical Office Operations Director
Born Clinic, PC
10.2019 - Current
Administrative Assistant / Accounts Payable
Born Clinic, PC
06.2017 - 10.2019
Administrative Medical Assistant
Born Clinic, PC
10.2002 - 06.2017
Medical Assistant Certification
Olympia Career Training Center
High School Diploma -
Calvin Christian High School
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