Jamie Nelson
Granite City,IL
Summary
Goal-oriented professional seeking a leadership role within a dynamic and growing company, dedicated to leveraging management and motivational skills to enhance team productivity and collaboration. Possesses a robust background in leadership and team management, demonstrating a proven ability to drive results through strategic planning and effective problem-solving in fast-paced environments. Recognized for reliability and exceptional communication skills, consistently delivering high-quality outcomes while fostering an engaging workplace culture. Agile and adaptable, with a strong history of training employees and implementing organized approaches to optimize daily operations, scheduling, and customer service.
Overview
16
16
years of professional experience
Work History
Assistant Manager
S.I.H.F. McKinley Health Center
2023.01 - Current
- Oversee daily operations for a multi-service healthcare clinic supporting 5 service lines and 40+ employees.
- Provide leadership, coaching, and performance management to clinical and administrative staff.
- Support and coordinate operations across multiple locations, ensuring consistency in processes and patient care.
- Lead hiring efforts including interviewing, onboarding, and training of new employees.
- Develop and implement staff training programs to improve performance and workflow efficiency.
- Act as primary point of contact for vendors, pharmaceutical representatives, IT, and facility management.
- Supported in maintaining team productivity and performance goals through template management, benchmark measurements, effective staff support, on-time patient care, coordinated coverage, and administrative support coordination.
- Manage clinic inventory, supply chain, and financial processes, ensuring cost control and operational efficiency.
- Handle escalated patient and staff concerns, resolving conflicts with professionalism and empathy.
- Facilitate difficult conversations, provide counseling, and implement corrective action plans when needed.
- Maintain compliance with healthcare standards and internal policies.
- Supported with fiscal management, assured management and compliance with daily, monthly, and annual budget targets for encounters, staffing, supplies, contractual cost, travel, and others as directed.
Patient Registration Team Lead
S.I.H.F. McKinley Health Center
2019.01 - 2023.01
- Greet Patients
- Schedule Patients
- Answer phone calls and redirect calls to the appropriate individual.
- Record patient information.
- Collect patient payment information and check that it is valid.
- Validate medical insurance coverage.
- Provide detailed information for providers and staff on behalf of patients.
- Follow policies and guidelines according to HIPPA.
- Scheduling
- Indigent reports
- Handle patient complaints
- Record and track No-Shows
- Run Reports to ensure patients are being scheduled
- Training new hires
- Preparing guides and learning tools
- Handling day-to-day operations including but not limited to scheduling, complaints, facility/maintenance issues, deliveries, and patient care.
- Monthly Reports (i.e. Maintenance and Housekeeping)
- Monthly Drill Reports
- Ability to freeze/manage schedules
- Support our customers and our team by being patient, understanding and positive.
Office Manager
Dr. Reza Ashraf - Pediatrics
2018.01 - 2019.01
- Takes medical history and vitals of patients.
- Answering telephones and greeting patients
- Coordination of the day-to-day operations of the practice.
- Processes patient scheduling, registration, financials, medical records, and billing.
- Provides support for the front desk, medical assistance and with healthcare providers.
- Manages medical records invoicing, processing, and insurance requests.
- Resolve issues or conflicts with patient's inquiries and complaints.
- Updating and filing patients' medical records, filling out insurance forms, handling correspondence.
- Scheduling appointments, arranging for hospital admission and laboratory services.
- Handling payroll and bookkeeping.
- Cleaned and sanitized rooms and office.
- Good Listener
- Compassionate
- Nonjudgmental
- Organized
- Adaptable
Customer Service Assistant Manager
Taco Bell Corporation
2017.01 - 2018.01
- Day to day oversight of company procedures and operations and some disciplinary action.
- Supervise employees, making sure they follow regulations and meet customer service standards.
- Work to realize financial objectives by motivating staff and implementing marketing strategies.
- Responsible for controlling and overseeing ordering inventory, storage of inventory, and controlling the amount of product for sale.
- Attend corporate training classes in all aspects of store and personnel management to include scheduling, inventory control, store cash management, customer service, and maintaining store to city, state, and corporate standards.
Customer Service Shift Manager
Taco Bell Corporation
2011.01 - 2017.01
- Practice emergency procedures while remaining in accordance with company policies
- Responsible for shift personnel
- Manage cash and deposits
- Use of cleaning equipment and chemicals in keeping with industry standards
- Responsible for loading and unloading boxed merchandise
- Provide customer service in person and answer phone call inquiries regarding all aspects of sales
- Provide excellent customer service to dissatisfied customers
- High volume customer service and cash handling
Sin Society, Incorporated
2010.01 - 2011.01
- Manage cash and deposits
- Responsible for loading and unloading boxed merchandise
- Maintain inventory count and ordered supplies when necessary
- Provide excellent customer service in person and answer phone call inquiries regarding all aspects of sales
- High volume customer service and cash handling
- Organized files, receipts, and other materials required to complete work tasks
- Monitored all customer orders to ensure accuracy as well as meet delivery deadlines
- Maintain an organized and clean work environment
- Managed online marketing sites which led to an increase in sales of 10%
Education
Office Technology Certification -
Southwestern Illinois College
Granite City, Illinois2011-01
General Education Development program - undefined
Southwestern Illinois College
Granite City, Illinois2010-01
Skills
- Excellent computer, record-keeping, and organizational skills
- Capable of managing change and multiple projects in a collaborative manner that effectively engages all team members
- Organization knowledge, team coordination, and performance of duties at a responsible level with computer systems, policies, supervision, and health care systems
- Ability to communicate effectively to inquiries or complaints from patients, staff, providers, or other members of the business community through direct personal engagement
- Ability to foster teamwork and positive service environment
- Work well with minimal supervision
- Ability to handle customer complaints as well as dispute resolutions
- Exceptional customer service and communication skills
- Ability to type fifty-two words per minute with 993% accuracy
- Hardworking, self-motivated, dedicated individual with strong leadership and team building skills
- Ability to create and maintain strong relationships with co-workers, managers and public
- Physically capable of completing assigned tasks
- Competent at managing responsibilities in a high-volume atmosphere
- Skilled at interacting with customers of all socioeconomic backgrounds
- Hard worker, quick learner, and ability to assume responsibility
- Work well under pressure as part of a team
- Well-groomed appearance
- Polite, respectful, and courteous manners
- Responsible, efficient, and flexible
- Ability to work in a fast-paced, intense environment smoothly
- Cash handling experience, dealing with point of sale to the behind-the-scenes money management during the day
- Customer service
- Team leadership
- Decision-making
- Money handling
Accomplishments
- Collaborated with team of 5 in the development of Patient Registration Training Department.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 40+ staff members.
- Addressed and documented patient behavioral concerns, leading to improved staff safety, better patient behavior, and effective care management decisions, including dismissals.
Timeline
Assistant Manager
S.I.H.F. McKinley Health Center
2023.01 - Current
Patient Registration Team Lead
S.I.H.F. McKinley Health Center
2019.01 - 2023.01
Office Manager
Dr. Reza Ashraf - Pediatrics
2018.01 - 2019.01
Customer Service Assistant Manager
Taco Bell Corporation
2017.01 - 2018.01
Customer Service Shift Manager
Taco Bell Corporation
2011.01 - 2017.01
Sin Society, Incorporated
2010.01 - 2011.01
General Education Development program - undefined
Southwestern Illinois College
Office Technology Certification -
Southwestern Illinois College