Electronic Health Records (EHR) Systems
Mindy Gilbertson
Health Care Administrative Professional
Tomah,WI
Summary
Highly skilled and enthusiastic professional with more than 9 years of experience managing operations in patient-centric medical offices. Successfully oversee human resources, technology integration, mental health services, billing and insurance administration, and patient care. Develop and lead productive and efficient office staff. Contribute to high-volume medical practices by providing exceptional customer service.
Overview
21
21
years of professional experience
1
1
Certificate
1
1
Language
Work History
Patient Liaison
Emplify Health
Tomah, WI
04.2024 - 08.2024
- Managed sensitive patient information with strict adherence to HIPAA guidelines, ensuring confidentiality at all times.
- Trained new Patient Liaison staff members, ensuring they were well-equipped to provide exceptional service and support to both patients and healthcare teams.
- Conducted regular follow-up calls with discharged patients to monitor progress and provide additional support as needed.
- Promoted patient advocacy by identifying barriers to care access and recommending appropriate resources or interventions.
- Sustained strong working relationships with various hospital departments, allowing for more efficient patient referrals and interdisciplinary collaboration.
- Evaluated feedback from both patients and staff members in order to identify areas requiring further attention or improvement efforts.
- Provided emotional support to patients facing difficult diagnoses or life-altering medical conditions, offering compassion during vulnerable moments.
- Answered incoming calls, scheduled appointments and filed medical records.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Followed document protocols to safeguard confidentiality of patient records.
Business Office Manager
Krohn Clinic Ltd.
11.2017 - 03.2024
- Increased clinic revenue by identifying growth opportunities and expanding service offerings.
- Managed budget effectively while maintaining optimal staffing levels and resources.
- Reduced wait times for appointments through efficient scheduling systems and workload optimization.
- Improved patient satisfaction by streamlining operations and providing personalized care experiences.
- Developed expertise in insurance policies to assist patients and navigate billing processes efficiently.
- Streamlined appointment booking procedures and improved overall clinic efficiency.
- Coordinated staff training programs to enhance knowledge and boost clinic reputation.
- Led community outreach programs to increase awareness and drive new patient acquisition.
- Ensured adherence to HIPAA guidelines and trained employees on privacy best practices.
- Recruited, hired, and trained all staff, providing ongoing development and education.
- Spearheaded and implemented new projects to expand scope of engagement.
- Advanced organizational mission through active participation in community events and education campaigns.
Medical Assistant Manager
Krohn Clinic Ltd.
07.2014 - 10.2017
- Participated in regular audits to maintain compliance with all regulatory standards within the healthcare field.
- Assisted in the recruitment process of new medical staff members by conducting interviews and evaluating candidates' qualifications based on job requirements.
- Managed employee schedules efficiently to ensure appropriate staffing levels at all times throughout the day-to-day operations of the clinic or practice setting as needed.
- Upheld high-quality assurance standards by consistently monitoring clinical practices/procedures adherence levels among all medical assistants.
- Reduced patient wait times by implementing efficient scheduling practices for medical assistants.
- Coordinated timely referrals to specialists when necessary, ensuring continuity of care for patients with complex conditions.
- Enhanced patient care by streamlining medical assistant tasks and improving daily workflow.
- Boosted patient satisfaction by addressing concerns promptly and providing exceptional customer service.
- Ensured accurate billing practices while overseeing medical assistants' documentation of services rendered during appointments.
- Increased clinic efficiency by training and mentoring new medical assistants on proper procedures and protocols.
- Conducted performance evaluations of medical assistants, fostering professional growth and development.
- Implemented an electronic health records system, increasing accuracy of data and reducing paperwork.
Medicare Insurance Specialist
Krohn Clinic Ltd.
10.2012 - 07.2014
- Enhanced patient satisfaction by addressing insurance-related inquiries and resolving issues promptly.
- Followed up on denials, late payments, extensions and other special circumstances.
- Resolved discrepancies in insurance payments by collaborating with patients or insurance companies.
- Reduced claims processing time by effectively collaborating with adjusters, claimants, and internal departments.
- Researched and resolved routine and complex issues.
- Responded to patient calls swiftly to resolve issues and answer questions.
- Educated patients on insurance policies and procedures.
- Processed eligibility and benefits verification and authorization requests.
Patient Access Representative
Krohn Clinic Ltd.
12.2011 - 09.2012
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients' needs.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Trained new hires on department procedures, check-in, registration, incoming calls, and software systems, ensuring consistent quality service delivery from all team members.
- Reduced financial loss through diligent monitoring of outstanding balances and proactive collection efforts with patients and insurers.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
Medical Records Clerk
Krohn Clinic Ltd.
07.2011 - 11.2011
- Ensured HIPAA compliance by adhering to strict confidentiality guidelines when handling sensitive patient information.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Scanned medical records in digital format for easy retrieval and accessibility.
- Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
Certified Home Health Aide
Ho Chunk Nation Healthcare Clinic
06.2003 - 07.2011
- Assisted patients with daily tasks, transportation, and errands to support their independence and well-being.
- Monitored and documented patient health status changes to keep the care team informed and ensure timely interventions.
- Managed wound care according to physician instructions, promoting healing and reducing infection risks.
- Checked vital signs daily and promptly reported any concerns or changes to the supervisor.
- Maintained accurate medical records and reports following clinic protocols.
- Administered prescribed medications to patients, ensuring proper dosage and adherence to treatment plans.
- Communicated effectively through verbal and written updates to keep all involved parties informed about patient care progress and changes.
Accounts Receivable Representative
Emplify Health
Hillsboro, WI
08.2024 - Current
- Streamlined billing processes for improved efficiency and reduced errors.
- Reduced outstanding receivables by diligently following up on overdue payments.
- Maintained strong client relationships through clear communication and timely resolution of disputes.
- Increased efficiency by automating routine tasks and implementing best practices in accounts receivable management.
- Communicated with customers to identify and resolve outstanding payments.
- Managed payment plans for clients experiencing financial difficulties, maintaining good customer relations while minimizing losses.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Monitored accounts to verify compliance with payment terms and schedules.
Education
Bachelor of Science in biomedical Sciences -
University of Wisconsin Milwaukee
Milwaukee, Wisconsin12.2024
Associate of Applied Science - Business Management
Western Technical College
La Crosse, WI12.2012
Associate of Applied Science - Operations Management And Supervision
Western Technical College
La Crosse, WI08.2012
Skills
- Clinical Office Management
- Administrative Leadership
- HIPAA Compliance
- Deadline Management
- Account Reconciliation
- Recruitment, Hiring and Training
- Health Information Systems
- Decision-Making
- Critical Thinking
- Technological Proficiency
- Patient Relations
- Operating Plans Development
Certification
- Client Rights Specialist Certificate, 04/01/23
- First Steps ACP Certified Facilitator / First Steps ACP Certified Instructor, 09/01/19
Accomplishments
- Supervised team of 12 to 20 staff members.
- Collaborated with team of 15 in the development of Therapy in Schools Project.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Company CultureWork-life balanceCareer advancementPaid time offFlexible work hoursWork from home optionPersonal development programs401k match4-day work weekQuote
The cave you fear to enter contains the treasure you seek.
Joseph Campbell
Software
Practice Management Software
Microsoft Office Suite
Project Management Tools
Telemedicine Platforms
Social Media Management
Interests
Family
Travel
Hiking
Reading
Timeline
Accounts Receivable Representative
Emplify Health
08.2024 - Current
Patient Liaison
Emplify Health
04.2024 - 08.2024
Business Office Manager
Krohn Clinic Ltd.
11.2017 - 03.2024
Medical Assistant Manager
Krohn Clinic Ltd.
07.2014 - 10.2017
Medicare Insurance Specialist
Krohn Clinic Ltd.
10.2012 - 07.2014
Patient Access Representative
Krohn Clinic Ltd.
12.2011 - 09.2012
Medical Records Clerk
Krohn Clinic Ltd.
07.2011 - 11.2011
Certified Home Health Aide
Ho Chunk Nation Healthcare Clinic
06.2003 - 07.2011
Bachelor of Science in biomedical Sciences -
University of Wisconsin Milwaukee
Associate of Applied Science - Business Management
Western Technical College
Associate of Applied Science - Operations Management And Supervision
Western Technical College
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