Olivia Bonnema
Chicago
Summary
I am a detail-oriented and reliable medical professional experienced in providing medical administrative and clinical support in a busy and well renowned medical office. I have found myself to be proficient in EMR and other medical software, with strong knowledge of medical and pharmaceutical terminology, as well as HIPAA regulations. I have proven the ability to remain organized and work closely with physicians in a fast-paced environment while maintaining a strong and professional relationship. I am always committed to providing outstanding patient care and support to ensure patient satisfaction and validation.
Results-driven professional equipped with background in supporting operational workflows and enhancing client productivity. Proven track record in streamlining processes and fostering productive collaboration. Committed to delivering high-quality client support and adapting to dynamic environments with strong communication and problem-solving abilities.
Overview
8
8
years of professional experience
Work History
Client Support Ops Associate
Jaan Health
Chicago, IL
10.2025 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Developed and implemented strategies to enhance customer satisfaction levels.
- Collaborated with cross-functional teams to streamline service processes.
- Analyzed customer feedback to identify trends and recommend improvements.
- Collaborated with healthcare teams to enhance patient experience and service delivery.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Delivered comprehensive product insights to ensure optimal client and patient experiences.
Population Health Coordinator
Silver Cross Medical Group
New Lenox, IL
10.2024 - 10.2025
- Coordinated patient care initiatives to enhance service delivery and outcomes.
- Implemented health education programs to promote wellness and disease prevention among patients.
- Managed electronic health records system, ensuring data accuracy and confidentiality compliance.
- Analyzed patient feedback to identify areas for service improvement and operational efficiency.
- Provided ongoing support to both patients and families throughout their healthcare journey, addressing concerns or challenges as they arose.
- Conducted regular assessments of patient needs and coordinated services accordingly with relevant healthcare professionals.
- Served as a liaison between patients, families, and healthcare providers to ensure seamless transitions across different levels of care.
- Established a patient-centric approach to care coordination, resulting in increased satisfaction and improved health outcomes.
- Reduced hospital readmission rates through effective post-discharge follow-up and support.
- Enhanced patient satisfaction by implementing personalized health education programs and resources.
- Implemented evidence-based practices in developing individualized care plans, leading to improved clinical outcomes for patients.
Medical Assistant
Silver Cross Medical Group
New Lenox, IL
06.2023 - 10.2024
- Observing vital signs that include temperature, pulse rate, respiration rate, blood pressure readings, height and weight measurements. As well as reporting any abnormalities to the supervising physician accurately.
- Administering injections per physician orders while adhering to safety guidelines set forth by the facility.
- Supporting physicians in examinations, procedures, and diagnostic tests.
- Explaining treatment procedures, medications, diets, or physicians’ instructions to patients.
- Authorizing drug refills and provided prescription information to pharmacies.
- Assisted in medical record keeping and filing, including patient registration and scheduling appointments.
- Prioritized patient needs identified through phone, electronic, and walk-in communication to comply with established guidelines.
- Conducted pre-authorizations and referrals to meet third-party insurer requirements.
Pharmacy Technician
CVS Pharmacy
Grand Rapids, MI
08.2020 - 06.2023
- Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions
- Interpreted and processed medication orders under supervision of pharmacist
- Received and verified daily incoming drug inventories, reported discrepancies and logged items into inventory system
- Transmitted claims to insurance companies for payment and reconciled EOBs.
- Input patient and prescription information to produce product labels and assist in prescription filling process.
- Managed the daily operations of the pharmacy including receiving orders from wholesalers, stocking shelves and preparing medication for delivery or pickup.
- Demonstrated knowledge of pharmaceutical terminology including generic and brand names and abbreviations.
Fleet Manager
Ozinga
Mokena, IL
05.2018 - 08.2020
- Communicated with upper management and drivers to build lasting relationships
- Identified issues with work vehicles and put in maintenance requests with shop department
- Mitigated regulatory risks by monitoring vehicles to ensure operational, state and federal compliance
- Sustained safety protocols, ensuring proper and cost-effective usage of equipment and materials.
- Established procedures for reporting mechanical problems or other issues related to fleet operation.
Education
High School Diploma -
Lincoln-Way West High School
USHealth Communication
Grand Valley State University
Allendale, MI05-2023
Skills
- Aseptic techniques
- Ordering and stocking medications
- Drug inventory control
- Insurance Verification
- Workflow Optimization
- Problem-solving skills
- Insurance billing
- Quality assurance and control
- Supporting pharmacy operations
- Troubleshooting malfunctioning equipment
- Medical terminology knowledge
- Electronic Medical Records
- Patient Chart Tracking
- Medical office administration
- Patient Assessments
- Knowledge of EKG rhythm interpretation
- CPR/AED
- Vital Signs Documentation
- Immunization Administration
- Trustworthy companion
- Adaptable
- Medical Dictation
- Customer service
- Time management
- Attention to detail
- Computer skills
- Leadership qualities
- Customer interaction
- Client engagement
Timeline
Client Support Ops Associate
Jaan Health
10.2025 - Current
Population Health Coordinator
Silver Cross Medical Group
10.2024 - 10.2025
Medical Assistant
Silver Cross Medical Group
06.2023 - 10.2024
Pharmacy Technician
CVS Pharmacy
08.2020 - 06.2023
Fleet Manager
Ozinga
05.2018 - 08.2020
High School Diploma -
Lincoln-Way West High School
Health Communication
Grand Valley State University