Lisa Grunewald

• Processes requests for medical records and ensures the accurate and timely release of information while strictly following HIPAA and company guidelines.
• Retrieves, organizes, and scans patient records.
• Maintains confidentiality.
• Enters information into electronic health record systems.
• Communicates with patients, healthcare providers, and third parties.
• Manages administrative tasks.
• Formerly Ciox Health
• Established efficient workflows for medical record requests, reducing processing time without compromising on quality or accuracy.
• Directed and assisted pulling and procurement of medical files according to established procedures.
• Sorted, scanned and indexed documents, developed workflows and processed workflow reports to keep clinical records maintained in accordance with guidelines.

• The Health Information Manager (HIM)Scheduler serves as an office manager building culture and community within the branch and keeping things running smoothly to support patients, their families and the clinical care team in the field.
• HIM has primary responsibility and accountability for scheduling staff, maintaining patient records, managing supply inventory, answering the branch phone, planning team meetings and events, and other related clerical duties.
• Schedule field staff tasks in the electronic software system according to scheduling guidelines and optimization standards.
• Coordinate with staff, patients, and physicians to ensure proper care continuity.
• Schedule and reschedule visits, including discharge, OASIS, recertification, and supervisory visits.
• Manage schedules for all patients, updating staff absences and notifying affected parties.
• Address and reschedule missed therapy visits whenever possible.
• Utilize geographic mapping tools for efficient scheduling.
• Maintain the on-call notebook and hospitalization log.
• Prepare and review weekly and monthly schedules, ensuring productivity and geographic efficiency.
• Maintain and track clinical documentation, including interim orders and plans of care.
• Process travel and expense vouchers and new patient referral information.
• File and date-stamp clinical notes and records.
• Ensure compliance with HIPAA regulations and maintain information security.
• Order and manage medical supply inventory to support patient care.
• Set up IDG conference rooms and prepare meeting agendas.
• Maintain order tracking to ensure timely return and follow-up.
• Answer telephone lines promptly, document calls, and handle messages appropriately.
• Coordinate and verify clinical documentation, including physician orders.
• Prepare and print reports for clinical and management staff.
• Maintain compliance with state and federal documentation requirements.

• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction.
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution.
• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information.
• Built rapport with customers through active listening, empathy, and personalized interactions.
• Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions.
• Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers.
• Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends.
• Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently.
• Contributed to team success by achieving individual targets while also supporting colleagues during peak periods.
• Recognized as a top performer within the department based on consistently high levels of customer satisfaction ratings.
• Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image.
• Resolved customer inquiries and issues through effective communication and problem-solving techniques.
• Assisted in processing insurance claims, ensuring accuracy and compliance with regulations.
• Collaborated with cross-functional teams to enhance workflow efficiency and service quality across the office.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Addressed customer inquiries to ensure satisfaction and foster positive service experience.
• Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
• Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered prompt service to prioritize customer needs.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Met customer call guidelines for service levels, handle time and productivity.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Educated customers about billing, payment processing and support policies and procedures.
• Responded proactively and positively to rapid change.
• Promptly responded to inquiries and requests from prospective customers.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
• Identified and resolved discrepancies and errors in customer accounts.

• While I worked at Prevea Health, I was a traveling scheduler, I covered many different offices.
• I was able to build up a relationship with all the Prevea Health Clinics that I worked at.
• Coordinated patient appointments, ensuring optimal scheduling and resource allocation.
• Developed efficient workflows, reducing patient wait times and improving service delivery.
• Collaborated with healthcare providers to streamline scheduling processes for various departments.
• Trained new staff on scheduling protocols and best practices to ensure consistency in operations.
• Led initiatives to optimize appointment availability, enhancing patient access to care services.
• Mentored junior schedulers, fostering professional development and adherence to best practices in scheduling.
• Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
• Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all deliverables were met within agreed timeframes.
• Consistently met deadlines by effectively allocating resources, tracking progress, and making necessary adjustments to schedules as needed.
• Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
• Facilitated smooth handovers between shifts by creating comprehensive documentation of completed tasks and pending items for follow-up action.
• Identified best practices within the scheduling function, sharing these insights across teams to drive continuous improvement efforts.
• Established and maintained strong working relationships with both internal and external stakeholders, facilitating open communication channels for improved collaboration.
• Proactively addressed potential risks within the schedule by conducting thorough analyses and implementing preventive measures where necessary.
• Enhanced team productivity by maintaining clear communication channels and providing regular updates on project progress.
• Maximized efficiency in project delivery through strategic prioritization of tasks based on urgency, complexity, and available resources.
• Utilized scheduling software to its full potential, enabling more accurate and efficient planning.
• Adapted scheduling methods to fit unique demands of diverse projects, demonstrating flexibility and innovative thinking.
• Reduced scheduling errors by introducing rigorous verification processes before finalizing project timelines.
• Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
• Followed detailed directions from management to complete daily paperwork and computer data entry.
• Completed daily logs for management review.
• Increased customer service success rates by quickly resolving issues.
• Trained and supervised employees on office policies and procedures.
• Proofread and edited documents for accuracy and grammar.
• Volunteered to help with special projects of varying degrees of complexity.
• Drafted common document templates to reduce time spent creating documents from scratch.

• I worked as a house manager, I assisted with residence that had mental health, addiction, made sure the home was always a safe place to be.
• Interacted with each client, assisted in Med Passing, cooked meals.
• Supervised daily activities, ensuring compliance with health and safety regulations for optimal resident care.
• Advocated for resident rights and needs, fostering a supportive community environment through active listening and responsiveness.
• Participated in staff training sessions to continually enhance knowledge and skills in resident care practices.
• Served as an advocate for residents'' rights while navigating complex healthcare systems on their behalf.
• Ensured compliance with state regulations by maintaining accurate documentation of resident information and services provided.
• Maintained a clean, safe environment by adhering to infection control protocols and reporting hazards promptly.
• Participated in continuing education and professional development to enhance expertise and skills.
• Monitored patients' conditions and progress to reevaluate treatment.
• Supervised daily operations, ensuring compliance with safety and health regulations.
• Managed day-to-day operation of home to comply with regulations and agency standards.
• Proactively identified potential issues or conflicts within the household and worked to resolve them in a timely and effective manner.

I worked as a CNA on the Cardiac Floor of Mayo Hospital from August 2005 to November 2014

November of 2014 I applied for the scheduling position at Family Medicine at the Mayo Clinic on Clairemont until December of 2019.

• Assisted patients with daily living activities, enhancing comfort and promoting independence.
• Monitored vital signs and reported changes to nursing staff, ensuring timely interventions.
• Maintained accurate patient records using electronic health record systems for improved documentation.
• Collaborated with multidisciplinary teams to develop comprehensive care plans tailored to individual needs.
• Educated patients and families on healthcare procedures, fostering understanding and compliance.
• Trained new nursing assistants in best practices for patient care and safety protocols.
• Implemented process improvements that increased efficiency in patient care delivery workflows.
• Led initiatives to enhance infection control measures within the facility, improving overall patient safety standards.
• Helped patients effectively manage routine bathing, grooming, and other hygiene needs.
• Improved patient satisfaction by providing compassionate assistance with daily activities, such as bathing, dressing, and feeding.
• Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
• Increased patient engagement by providing emotional support, companionship, and encouragement during challenging times.
• Promoted a safe and clean environment by maintaining strict adherence to infection control protocols and sanitation standards.
• Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
• Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
• Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
• Skillfully operated medical equipment, such as glucose monitors and blood pressure cuffs, ensuring accurate data collection for informed decision-making by healthcare providers.
• Documented care actions by completing records and logs in medical software system.
• Agreed to take on additional shifts and extra hours during busy periods and holidays to maintain proper staffing and floor coverage.
• Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
• Enhanced patient care by effectively monitoring vital signs and accurately documenting medical information.
• Assisted in the training of new Nursing Assistants, sharing knowledge of best practices to improve overall department performance.
• Observed or examined patients to detect symptoms that required medical attention such as bruises or open wounds.
• Proactively identified changes in patient condition or behavior, alerting appropriate healthcare personnel for prompt intervention when necessary.
• Assisted nursing staff with wound care procedures for faster healing and reduced infection rates.
• Engaged in housekeeping tasks by replacing linens and cleaning and sanitizing patient rooms.
• Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
• Facilitated efficient patient transfers, reducing risk of injury through proper body mechanics and use of assistive devices.
• Participated in regular staff meetings to discuss emerging issues within the unit, contributing ideas for quality improvement initiatives.
• Enhanced continuity of care by thoroughly documenting shift reports and maintaining clear communication with incoming staff members.
• Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
• Identified and reported unsafe situations to maintain adherence to safety protocols.
• Streamlined workflow for nursing staff by efficiently managing supplies inventory and restocking necessary items in a timely manner.
• Expedited response times to call lights, boosting overall patient satisfaction levels during their stay at the facility.
• Aided in the prevention of pressure ulcers through diligent monitoring and implementation of appropriate turning schedules for bedridden patients.
• Contributed to effective communication between patients and healthcare providers by translating medical jargon into easily understandable language.
• Provided effective pre-and post-operative care by preparing patients for surgery, monitoring vital signs, and assisting with pain management techniques.
• Implemented stress-reduction techniques, enhancing patient well-being and recovery experiences.
• Reinforced positive care environment by engaging patients in meaningful activities and conversations.
• Enhanced patient recovery with diligent wound care and infection control practices.
• Bolstered patient satisfaction, offering compassionate support and addressing individual needs.
• Adapted care approaches to meet diverse needs of patients, respecting cultural and personal preferences.
• Monitored vital signs for changes in patient health, providing timely updates to nursing staff.
• Streamlined communication between healthcare teams by coordinating patient schedules and updates.
• Supported end-of-life care, offering emotional support to patients and families during difficult times.
• Elevated hygiene standards in patient rooms, utilizing sterilization techniques and infection control protocols.
• Participated in professional development sessions, staying current with best practices in patient care.
• Assisted with diagnostic procedures, ensuring patient comfort and compliance with medical protocols.
• Collaborated with interdisciplinary healthcare teams to provide comprehensive patient care.
• Optimized inventory management for medical supplies, preventing shortages and supporting patient care.
• Supported patient mobility, reducing risk of falls and facilitating physical therapy exercises.
• Contributed to decrease in patient readmission rates with thorough post-discharge instructions and follow-up.
• Coordinated with dietary staff to ensure patient nutritional needs were met, promoting overall health.
• Improved patient comfort and safety by assisting with daily living activities, such as bathing and dressing.
• Maintained detailed patient records, ensuring accurate documentation of care and treatment plans.
• Collaborated with interdisciplinary teams to develop comprehensive care plans, addressing all aspects of patient health.
• Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
• Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
• Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
• Helped patients with self-feeding and assisted feeding, based on individual needs.
• Documented patient information and care activities in electronic health record.
• Facilitated personal hygiene management, feeding and ambulation.
• Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
• Responded to patient requests for supplies and personal comfort items such as extra blankets.
• Helped patients complete range of motion exercises to prevent loss of function during care.
• Prevented cross-contamination by cleaning and sterilizing equipment.
• Transported patients between rooms and appointments or testing locations.
• Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
• Upheld infection control and prevention policies across different patient-facing areas.
• Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
• Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
• Delivered high-quality care to Cardiac Surgical patients in hospital facility.
• Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.
• Managed complex scheduling conflicts, implementing solutions that improved service delivery and patient satisfaction.
• Trained junior schedulers on best practices in appointment management and system utilization for accuracy.
• Analyzed scheduling data to identify trends, recommending adjustments that enhanced overall clinic performance.
• Led initiatives to automate routine scheduling tasks, significantly reducing manual entry errors and increasing productivity.
• Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
• Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all deliverables were met within agreed timeframes.
• Consistently met deadlines by effectively allocating resources, tracking progress, and making necessary adjustments to schedules as needed.
• Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
• Facilitated smooth handovers between shifts by creating comprehensive documentation of completed tasks and pending items for follow-up action.
• Identified best practices within the scheduling function, sharing these insights across teams to drive continuous improvement efforts.
• Established and maintained strong working relationships with both internal and external stakeholders, facilitating open communication channels for improved collaboration.
• Proactively addressed potential risks within the schedule by conducting thorough analyses and implementing preventive measures where necessary.
• Reduced scheduling errors by introducing rigorous verification processes before finalizing project timelines.
• Adapted scheduling methods to fit unique demands of diverse projects, demonstrating flexibility and innovative thinking.
• Utilized scheduling software to its full potential, enabling more accurate and efficient planning.
• Prioritized tasks according to strategic importance, ensuring that critical project milestones were met on time.
• Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
• Followed detailed directions from management to complete daily paperwork and computer data entry.
• Completed daily logs for management review.
• Increased customer service success rates by quickly resolving issues.
• Trained and supervised employees on office policies and procedures.
• Proofread and edited documents for accuracy and grammar.
• Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.
• Volunteered to help with special projects of varying degrees of complexity.
• Opened and properly distributed incoming mail to promote quicker response to client inquiries.
• Assisted clients with daily living needs to maintain self-esteem and general wellness.

• I was laid off when they downsized.
• Streamlined workflow processes, resulting in increased efficiency across technical service tasks.
• Provided excellent customer service through clear communication of technical concepts in understandable terms.
• Administered patient care in accordance with established protocols and guidelines.
• Monitored vital signs and reported changes to nursing staff promptly.
• Assisted patients with daily living activities, enhancing comfort and dignity.
• Maintained accurate patient records using electronic health record systems.
• Trained new staff on best practices for resident care procedures.
• Collaborated with interdisciplinary teams to develop individualized care plans.
• Implemented infection control measures to ensure a safe environment for residents.
• Advocated for resident needs, fostering a supportive community atmosphere.
• Enhanced residents'' quality of life by providing compassionate and attentive care.
• Successfully managed challenging behaviors exhibited by some residents using de-escalation techniques and nonverbal communication strategies.
• Served as an advocate for residents'' rights, working to ensure they were treated fairly and with dignity at all times.
• Facilitated group activities that promoted social interaction among residents, contributing to an overall sense of community within the facility.
• Collaborated with nursing staff to develop individualized care plans tailored to each resident''s specific needs.
• Maintained a safe living environment for residents by conducting regular safety checks and reporting hazards or potential risks.
• Demonstrated excellent communication skills while updating family members on their loved one''s progress and condition.
• Improved resident satisfaction by promptly addressing concerns and resolving issues in a timely manner.
• Assisted with meal preparation and feeding, ensuring nutritional needs were met while adhering to dietary restrictions.
• Promoted resident independence through assistance with daily living activities such as grooming, dressing, and mobility support.
• Participated in ongoing training opportunities to stay current on best practices for resident care techniques and industry standards.
• Provided emotional support for residents during difficult times, offering companionship and a listening ear when needed.
• Performed various housekeeping tasks such as laundry, bed-making, and general tidying to maintain a clean and comfortable living environment for residents.
• Contributed to a positive atmosphere in the facility by fostering strong relationships with residents, families, and coworkers.
• Conducted thorough documentation of all pertinent information related to each resident''s care, maintaining accurate records at all times.
• Ensured compliance with state regulations pertaining to Resident Care Technician duties by strictly adhering to established guidelines and reporting any deviations.
• Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
• Maintained clean and safe environment to promote patient safety and comfort.
• Assisted in transferring patients, beds and patient care equipment to other rooms adhering to necessary safety precautions.
• Documented patient information and care activities in electronic health record.
• Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
• Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
• Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
• Helped patients with self-feeding and assisted feeding, based on individual needs.
• Facilitated personal hygiene management, feeding and ambulation.
• Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
• Responded to patient requests for supplies and personal comfort items such as extra blankets.
• Prevented cross-contamination by cleaning and sterilizing equipment.
• Helped patients complete range of motion exercises to prevent loss of function during care.
• Transported patients between rooms and appointments or testing locations.
• Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
• Upheld infection control and prevention policies across different patient-facing areas.
• Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
• Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
• Supported needs of 100+ residents under long-term care.
• Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.