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Joanna Gensch
Jacksonville
Work Preference
Summary
Seasoned healthcare administrator with 15 years of experience in operations management and emergency communications. Expertise in coordinating patient care, managing documentation, verifying insurance, and supervising staff. Proven ability to handle high-volume caseloads, conduct investigations, and foster relationships with clients and stakeholders.
Overview
1
1
Certification
2
2
years of post-secondary education
26
26
years of professional experience
Work History
Intake Specialist
Slocumb Law Firm
Jacksonville
05.2026 - Current
- Conducted initial client consultations to gather information and assess needs.
- Managed case files and maintained accurate documentation for legal proceedings.
- Coordinated communication between clients, attorneys, and support staff effectively.
- Reviewed and processed intake forms to ensure compliance with legal standards.
- Facilitated follow-up calls to clients for updates and additional information gathering.
- Answered and logged incoming inquiries via phone, fax and email.
- Conducted initial intake interview to obtain client information, including biographical data, medical history, presenting problem, legal status, and other pertinent information.
- Maintained positive attitude and effectively de-escalated clients during crisis situations.
Office Manager
Local Cardiology Office
Jacksonville
07.2025 - 05.2026
- Managed daily office operations for a cardiology practice.
- Coordinated patient scheduling and appointment reminders efficiently.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Oversaw billing processes and insurance claim submissions accurately.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Maintained medical records and ensured compliance with regulations.
- Implemented office procedures to enhance workflow efficiency.
- Assisted with inventory management of medical supplies and equipment.
- Developed patient communication materials and informational resources.
Operations/Office Manager
Coastal Plus Medical Center
Jacksonville
01.2023 - 06.2025
- Manage daily operations of a busy medical practice while supervising administrative staff and coordinating patient care.
- Serve as primary liaison between patients, providers, specialists, and insurance companies to resolve issues and facilitate treatment.
- Review, maintain, and audit confidential patient records to ensure accuracy and regulatory compliance.
- Coordinate referrals, authorizations, appointments, and ongoing patient care plans.
- Verify insurance eligibility, benefits, and coverage requirements while assisting patients with treatment-related documentation.
- Maintain detailed records in EMR systems and track case progress, appointments, and follow-up actions.
- Develop relationships with healthcare providers and community resources to support continuity of care.
Police Dispatcher / 911 Operator
Jacksonville Sheriff's Office
Jacksonville
01.2015 - 11.2023
- Managed high-volume emergency and non-emergency communications while gathering and documenting critical information.
- Conducted detailed investigations and verification of information to support emergency response efforts.
- Maintained accurate records and entered information into multiple databases simultaneously.
- Prioritized competing demands and managed multiple active situations in fast-paced environments.
- Trained and mentored new employees on communication, documentation, and operational procedures.
- Provided compassionate assistance to individuals experiencing crisis situations.
Multi-Unit Manager
Olan Mills Studio
Jacksonville
10.2011 - 01.2015
- Managed multiple locations, supervised staff, achieved sales goals, and ensured exceptional customer service.
Associate Care Provider
Baptist Medical Center
Jacksonville
10.2010 - 10.2011
- Provided direct patient care, maintained medical documentation, and supported multidisciplinary healthcare teams.
Nurse Care Technician
Winter Haven Hospital
Winter Haven
01.2005 - 09.2010
- Supported nursing staff and coordinated patient care activities across multiple hospital departments.
Branch Operations Executive Assistant
General Electric / Synchrony Financial
Orlando
04.2000 - 11.2004
- Coordinated customer account management, audits, billing, vendor communications, and documentation processes to ensure accuracy and compliance.
Education
Bachelor of Science (B.S.) - Criminal Justice
Southern New Hampshire University
NH 08.2021 - 01.2023
Associate of Science (A.S.) - Criminal Justice
Southern New Hampshire University
NH 08.2020 - 08.2021
Skills
- Patient Care Coordination
- Case Management
- Patient Assessment
- Insurance Verification
- Medical record review
- EMR/EHR Systems
- Appointment Scheduling
- Database management
- HIPAA Compliance
- Information gathering
- Problem Solving
- Microsoft Office Suite
- Patient scheduling
- Crisis Management
- Client Relations
- Onboarding Support
- Team leadership
- Communication skills
- Onboarding Support
- Patient Assessment
Certification
CPR Certification
Target Role Alignment
Qualifications directly applicable to Pre-Suit Case Management include medical records review, insurance verification, client communication, appointment coordination, documentation management, investigation, staff supervision, and working effectively with individuals during challenging situations.
Timeline
Intake Specialist
Slocumb Law Firm
05.2026 - Current
Office Manager
Local Cardiology Office
07.2025 - 05.2026
Operations/Office Manager
Coastal Plus Medical Center
01.2023 - 06.2025
Bachelor of Science (B.S.) - Criminal Justice
Southern New Hampshire University
08.2021 - 01.2023
Associate of Science (A.S.) - Criminal Justice
Southern New Hampshire University
08.2020 - 08.2021
Police Dispatcher / 911 Operator
Jacksonville Sheriff's Office
01.2015 - 11.2023
Multi-Unit Manager
Olan Mills Studio
10.2011 - 01.2015
Associate Care Provider
Baptist Medical Center
10.2010 - 10.2011
Nurse Care Technician
Winter Haven Hospital
01.2005 - 09.2010
Branch Operations Executive Assistant
General Electric / Synchrony Financial
04.2000 - 11.2004