NATALIE WILKE
Avondale
Summary
Seeking a position to contribute forward-thinking and innovative business strategies by offering my extensive experience in applying business procedures and supervisory skills to achieve desired goals.
Experienced with overseeing front office operations, ensuring smooth and efficient service. Uses leadership and communication skills to foster collaborative team environment. Knowledge of optimizing administrative processes and enhancing guest satisfaction.
Overview
10
10
years of professional experience
Work History
Regional Front Office Manager
Therapy Partners Group
02.2023 - 07.2025
- Front office support of ten Body Central Physical Therapy clinics in Tucson and Phoenix
- Managed scheduling of appointments, optimizing staff utilization and enhancing patient access to services
- Evaluated performance metrics, identifying areas for process improvement to enhance operational efficiency
- Led team meetings to discuss goals, challenges, and strategies for continuous improvement in service delivery
- Developed comprehensive interviewing and training programs
- Providing one-on-one mentoring and developing
- Oversaw daily front office operations, ensuring seamless patient experience and efficient workflow
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies
Lead Insurance Claims Analyst
StateFarm
03.2019 - 02.2023
- Lead analyst in charge of maintaining Demand Coordination Standard Response Process (SRP)
- Primary communicator in charge of producing times-sensitive data requests for section managers and stakeholders
- Coordinating catastrophe response efforts in partnership with AccuWeather across Illinois, Indiana, Michigan, and Wisconsin
- Organizing meetings/calls with agents and stakeholders to discuss claim volume and financial implications of catastrophic weather claims
- Identifying continuous improvement opportunities and working closely with peers and business partners through the development and implementation of ideas to streamline processes
- Fostering an inclusive work environment by integrating the diverse talents, strengths, ideas and perspectives of associates and leaders
Sr. Finance Associate
StateFarm
09.2015 - 03.2019
- Managed time & finances between four different understaffed teams
- Audited internal expense reports and external vendor vouchers to confirm correct payouts
- Completed daily funding for the Financial Shared Services department
- Connected customers with their uncashed premium refund checks
- Handled 40–50 calls with customers regarding policyholders on a daily basis
- Lead project development on auditing payments issued from the state of Illinois
- Coordinated monthly departmental activities to engage employees and increase morale
Education
Bachelor's Degree - Sociology
Illinois State University
01.2014
Skills
- Project Management
- New Employee Training
- Mentoring
- Technical Writing & Editing
- Team Leadership
- Budgeting and Planning
- Microsoft Office Suite
- IBM Cognos Analytics
- Enterprise
- SharePoint
- Oracle PeopleSoft
- Raintree
- Effective multitasking
- Workflow optimization
- Customer service
- Customer relations
- Scheduling and calendar management
- Administrative skills
Timeline
Regional Front Office Manager
Therapy Partners Group
02.2023 - 07.2025
Lead Insurance Claims Analyst
StateFarm
03.2019 - 02.2023
Sr. Finance Associate
StateFarm
09.2015 - 03.2019
Bachelor's Degree - Sociology
Illinois State University