Susan Jerde
Watertown,MN
Summary
Skilled in patient services management with a strong focus on enhancing patient satisfaction and maintaining operational efficiency. Proven abilities in team leadership, problem-solving, and strategic planning have resulted in improved workflow processes. Demonstrated strengths include effective communication, relationship building, and empathetic patient care. Made significant impacts by streamlining administrative procedures and implementing innovative strategies for better health outcomes.
Overview
38
38
years of professional experience
1988
1988
years of post-secondary education
Work History
Patient Services Manager
Northwest Family Clinics
Plymouth, MN
09.1992 - Current
- Oversaw patient scheduling and appointment management for multiple clinic locations.
- Trained staff on customer service protocols and patient interaction techniques.
- Coordinated communication between patients, providers, and administrative teams.
- Implemented quality assurance procedures to enhance patient experience.
- Managed patient intake processes to ensure efficient service delivery.
- Resolved patient inquiries and complaints with effective problem-solving strategies.
- Developed training materials for new hires and ongoing staff development.
- Facilitated team meetings to improve workflow and address operational challenges.
- Created and maintained accurate records of all patients' visits, treatments, medications, payments, and other relevant information.
- Served as a liaison between other departments within the organization and external customers.
- Provided guidance on billing processes and payment options for patients.
- Managed daily operations of the patient services department including scheduling appointments, assigning tasks, and ensuring compliance with regulations.
- Trained, supervised, and evaluated staff performance in order to maintain high standards of quality patient care.
- Ensured that all patient inquiries were handled efficiently and effectively according to established protocols.
- Performed administrative duties such as ordering office supplies or managing employee payrolls.
- Conducted regular audits to ensure accuracy in medical records maintenance.
- Communicated with patients with compassion while keeping medical information private.
- Explained policies, procedures and services to patients.
- Maintained records management system to process personnel information and produce reports.
- Directed, supervised and evaluated medical, clerical or maintenance personnel.
- Assessed need for additional staff, equipment and services based on historical data and seasonal trends.
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
Cosmetologist
Great Clips Hair Salon
Plymouth, MN
06.1988 - 09.1992
- Provided haircuts and styling services to diverse clientele.
- Consulted with clients to determine their desired hairstyles and treatments.
- Maintained cleanliness and organization of salon tools and workstations.
- Recommended hair care products based on individual client needs.
- Engaged with customers to ensure a welcoming salon environment and experience.
- Maintained cleanliness of salon equipment and tools.
Education
Cosmetology Liscense - Cosmetology
Model College of Hair Design
Watertown, Minnesota 09.1987 - 06.1988
Watertown Mayer High School
Watertown, MNSkills
- Patient scheduling
- Quality assurance
- Compliance management
- Billing oversight
- Record maintenance
- Customer relationship management
- Team leadership
- Staff training
- Conflict resolution
- Effective communication
- Problem solving
- Time management
- Administrative support
- Payment collection
- Patient satisfaction
- New staff training
- Recordkeeping
- Insurance verification
- Appointment scheduling
- HIPAA compliance
- Patient data privacy
- Strong leadership
- Effective written and verbal communication
- Records management
- Multitasking
- Employee work scheduling
- Teamwork
- Reliability
References
References available upon request.
Timeline
Patient Services Manager
Northwest Family Clinics
09.1992 - Current
Cosmetologist
Great Clips Hair Salon
06.1988 - 09.1992
Cosmetology Liscense - Cosmetology
Model College of Hair Design
09.1987 - 06.1988
Watertown Mayer High School