Jessica Woodward
Spokane,WA
Summary
Operations-focused healthcare supervisor with 10 years of experience in specialty practice operations, referral management, patient access, and staff development. Oversees Referral Coordinators, Pre-Assessment, Patient Services, and Medical Records while leading workflow design, training, quality monitoring, staffing, and cross-functional problem-solving. Helped build and integrate two patient-access departments, developed three departmental manuals and 19 job aids, and improved productivity, call responsiveness, work-queue management, and scheduling efficiency.
Overview
15
15
years of professional experience
Work History
Supervisor / Department Leader
Spokane Digestive Disease Center
Spokane, WA
08.2016 - Current
- Supervise three operational teams, Referral Coordinators, Pre-Assessment, and Patient Services, as well as Medical Records personnel, each with distinct workflows, priorities, training needs, and performance expectations.
- Trained and onboarded 17 employees within the Referral Department, reinforcing workflow knowledge and service standards.
- Developed three departmental manuals, 19 job aids, and numerous workflows and protocols to standardize processes, strengthen training, and improve operational consistency.
- Played an instrumental role in establishing the Patient Services Representative and Pre-Assessment departments, including defining responsibilities, shaping workflows and protocols, and integrating both teams into the broader patient access and scheduling process.
- Direct day-to-day operations across referral intake, pre-assessment processes, patient communication, and scheduling support to maintain continuity across the patient access pathway.
- Monitor productivity, quality, error trends, call response, and work-queue volume; identify performance gaps and implement coaching, training, or workflow adjustments.
- Led teams in improving productivity, call responsiveness, and work-queue management, contributing to greater efficiency for schedulers and smoother patient access operations.
- Evaluate operational bottlenecks and workflow impacts to identify opportunities for improvement, clarify responsibilities, and support successful implementation of new processes.
- Collaborate with scheduling, billing, clinical staff, anesthesia, providers, and leadership to resolve issues and improve workflow execution.
- Translated organizational and leadership decisions into practical department-level processes and communication plans, ensuring effective follow-up monitoring.
- Partner with executive and physician leadership on practice protocols, operational changes, and department support needs.
- Maintain strong working relationships with referring offices and internal stakeholders to support smooth referral and scheduling processes.
Freelance — Marketing and Design
01.2012 - 08.2016
- Created and managed targeted advertising campaigns and social media accounts, boosting client visibility and interaction.
- Designed websites, blogs, logos, brochures, business cards, billboards, event invitations, and marketing materials to enhance client branding and engagement.
- Collaborated with clients including Comcast, Regal Security, Spokane Enhanced Health, Turtle & Row, and Jessica Woodard Realtor to deliver tailored marketing solutions.
Office Administrator
General Fire
01.2015 - 01.2016
- Managed billing, accounting support, contracts, and scheduling for multiple service lines, including government and national commercial accounts.
- Coordinated communication across customers, vendors, and internal teams while maintaining accurate records and contract documentation.
- Trained front-desk support staff and managed high-volume phone and administrative workflows.
- Coordinated daily office operations, maintaining accurate records, filing systems, and administrative documentation.
- Liaised with technicians, management, and clients to coordinate communication and resolve administrative issues.
Front Office Coordinator
Glo Medical Spa
01.2012 - 01.2013
- Scheduled patients for multiple providers, managing front-office intake and payment collection to streamline patient flow.
- Handled multi-business phone coverage and patient communication, ensuring efficient front-desk operations.
- Created intake forms and managed website, blog content, advertising, and social media to enhance patient engagement.
- Processed payments, tracked transactions, and supported daily closing procedures.
Education
High School Diploma - General Studies
Mt. Spokane High School
Mead, WA01-2002
Skills
- Healthcare operations
- Referral coordination
- Quality monitoring
- SOP development
- Process improvement
- Policy implementation
- Multi-department supervision
- Staff management
- Staff training
- Training resource creation
- Training and mentoring
- Performance evaluations
- Cross-functional collaboration
- Staff scheduling
- Service recovery
Timeline
Supervisor / Department Leader
Spokane Digestive Disease Center
08.2016 - Current
Office Administrator
General Fire
01.2015 - 01.2016
Freelance — Marketing and Design
01.2012 - 08.2016
Front Office Coordinator
Glo Medical Spa
01.2012 - 01.2013
High School Diploma - General Studies
Mt. Spokane High School