Michelle Loewen
Green Bay,WI
Summary
Dynamic healthcare operations manager with a proven track record at Aurora Health Care, enhancing patient care efficiency through standardized protocols and data analysis. Skilled in recruitment and team collaboration, I foster a positive workplace culture while driving continuous improvement initiatives, ensuring compliance, and optimizing resource management for superior service delivery.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Manager of Clinic Operations
Aurora Health Care
09.2015 - 05.2025
- Improved patient care efficiency by developing standardized protocols for clinical procedures and treatment plans.
- Analyzed data from various sources to identify areas of improvement in service delivery or operational processes within the clinic setting.
- Managed budgetary planning to maintain financial stability within the clinic while providing high-quality services.
- Assisted in the hiring process by conducting interviews, reviewing resumes, and selecting qualified candidates to join the clinic team.
- Collaborated with healthcare professionals on interdisciplinary teams to develop comprehensive care plans tailored to individual patient needs.
- Actively participated in community outreach events promoting clinic services, enhancing public awareness about available resources, and fostering strong relationships with community members.
- Facilitated regular team meetings for open communication channels, addressing concerns, and sharing best practices among staff members.
- Maintained accurate inventory management to reduce waste while ensuring necessary supplies were readily available when needed.
- Conducted frequent clinic walk-throughs to maintain safe work environment.
- Enforced adherence with HIPAA regulations and other relevant laws and regulations to maintain compliance.
- Leveraged patient feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction.
Business Office Supervisor
Aurora Health Care
10.2007 - 09.2015
- Enhanced team productivity by providing ongoing training and support to staff members.
- Coordinated cross-functional teams to identify opportunities for process improvement within the business office setting.
- Streamlined office processes by implementing new organizational systems and procedures.
- Optimized scheduling practices to ensure adequate staffing levels while minimizing payroll expenses.
- Improved communication between departments, fostering a collaborative work environment.
- Managed daily operations, ensuring timely completion of tasks and meeting performance goals.
- Created a positive workplace culture by promoting teamwork, open communication, and employee recognition initiatives.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Account Specialist
Aurora Health Care
03.2001 - 10.2007
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Completed routine and complex account updates to resolve problems.
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Resolved complex billing and payment issues for balanced, accurate accounts.
Customer Service Representative
Aurora Health Care
02.2000 - 03.2001
- 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.
- 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.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Education
Bachelor of Science - Business Administration And Management
University of Wisconsin, Green Bay
Green Bay, WI12-1999
Skills
- Recruitment and hiring
- Operations management
- Urgent care
- Revenue management
- Teamwork and collaboration
- Attention to detail
- Problem-solving abilities
- Reliability
- Active listening
- Training and mentoring
- Patient relations
- Project management
Certification
Green Belt certified in LEAN Processes
Timeline
Manager of Clinic Operations
Aurora Health Care
09.2015 - 05.2025
Business Office Supervisor
Aurora Health Care
10.2007 - 09.2015
Account Specialist
Aurora Health Care
03.2001 - 10.2007
Customer Service Representative
Aurora Health Care
02.2000 - 03.2001
Bachelor of Science - Business Administration And Management
University of Wisconsin, Green Bay
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