Jessica Schwandner
Jenison
Summary
Functional Medicine Office Operations Director with more than 20 years of healthcare experience. Committed to cultivating organized, compassionate, and efficient medical office environments that prioritize the well-being of patients and staff. Expertise in streamlining workflows and enhancing processes empowers teams to excel while maintaining a focus on exceptional patient care. Proficient in EHR systems and skilled in managing complex daily operations, consistently approaching problem-solving with a calm and practical mindset. Renowned for strong leadership abilities, effective communication skills, and an unwavering commitment to fostering a positive workplace culture that drives overall success within healthcare teams.
Overview
23
23
years of professional experience
Work History
Medical Office Operations Director
Born Clinic, PC
Grand Rapids, MI
10.2019 - Current
- Direct daily operations of a high-volume functional medicine practice, overseeing staffing, patient flow, scheduling, and a team of 40+ employees to ensure efficient operations and exceptional patient care.
- Lead and motivate staff by setting performance goals, providing ongoing coaching and feedback, and fostering open communication across teams.
- Cultivate a positive, solutions-driven work culture focused on continuous improvement.
- Manage all HR functions, including recruitment, interviewing, onboarding, performance evaluations, conflict resolution, compliance, compensation, benefits administration, and full-cycle payroll processing.
- Oversee all aspects of the Electronic Health Record (EHR) system, including troubleshooting, user training/support, workflow optimization, template creation, reporting, record management, and schedule oversight.
- Currently leading the organization-wide implementation of a new EHR system to enhance efficiency, data accuracy, and clinical workflow.
- Collaborate with providers, administrative staff, clinical teams, and external partners to streamline processes, support coordinated care, and achieve organizational goals.
- Deliver excellent customer service to patients by responding to inquiries, analyzing feedback, and resolving concerns to ensure a positive experience.
- Prioritize tasks and manage multiple high-impact responsibilities in a fast-paced healthcare environment, ensuring smooth daily operations and timely completion of projects.
- Identify operational issues, develop solutions, and implement strategies that improve performance, efficiency, and staff satisfaction.
- Ensure compliance with all healthcare regulations and standards while maintaining strict confidentiality of patient records and organizational documents.
Administrative Assistant / Accounts Payable
Born Clinic, PC
Grand Rapids, MI
06.2017 - 10.2019
- Provided comprehensive administrative support to the management team, including handling phone calls and inquiries, scheduling appointments, managing calendars, coordinating meetings and events, and maintaining office supplies.
- Managed Accounts Payable functions by processing high volumes of invoices, optimizing payment schedules to improve cash flow, reconciling credit card statements, maintaining vendor files, entering checks into QuickBooks, and processing refunds.
- Successfully reduced invoice processing time by implementing more efficient procedures.
- Demonstrated proficiency in MS Office Suite (Excel, Word, Outlook), QuickBooks, and Bill.com to support effective reporting, task management, and administrative workflows.
- Fostered strong vendor relationships by resolving payment discrepancies, addressing inquiries promptly, and maintaining clear, professional communication.
- Assisted with IT, phone system, and EHR/practice administration tasks to support seamless office operations and minimize disruptions.
- Updated and maintained office forms, including consents and policies/procedures, ensuring accuracy and compliance with regulatory standards.
- Managed provider schedules and PTO requests to ensure efficient staffing coverage and continuity of patient care.
- Supported employee benefits administration by assisting staff with benefit inquiries, enrollment needs, and documentation.
Administrative Medical Assistant
Born Clinic, PC
Grand Rapids, MI
10.2002 - 06.2017
- Managed patient check-in and check-out processes, billing and coding, payment collection, medical record requests, chart preparation, patient phone calls, and appointment scheduling.
- Facilitated clear and timely communication between patients, providers, and medical staff to ensure smooth coordination of care and services.
- Delivered compassionate patient support by addressing concerns promptly and educating patients on treatments and practice offerings.
- Provided exceptional customer service by efficiently managing high volumes of phone calls, emails, and in-person inquiries.
- Maintained accurate patient records and ensured strict compliance with HIPAA regulations to support patient safety and confidentiality.
- Handled a high volume of patient correspondence, ensuring timely follow-up and appropriate escalation of urgent matters.
- Coordinated patient appointments and referral scheduling with specialists to support continuity of care.
- Managed electronic health records (EHR) and confidential patient information with precision and adherence to all regulatory requirements.
- Completed externship responsibilities, including preparing exam rooms, sterilizing instruments, performing lab tests, assisting with diagnostic procedures such as EKGs and phlebotomy, and administering injections.
Education
Medical Assistant Certification -
Olympia Career Training Center
Grand Rapids, MIHigh School Diploma - undefined
Calvin Christian High School
Grandville, MISkills
- Attention to Detail
- Change Management
- Critical Thinking
- Customer Service
- EHR Administration & Implementation
- Interpersonal Communication
- Leadership
- Regulatory & Compliance Oversight
- Process Improvement
- Project Management
- Staff Management
- Time Management
- Workflow Optimization
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
High School Diploma - undefined
Calvin Christian High School
Medical Assistant Certification -
Olympia Career Training Center