Theresa Lund
Vadnais Heights,MN
Summary
Knowledgeable Practice Manager with proven track record in overseeing operations and improving patient care. Successfully managed multidisciplinary teams and implemented efficient practice systems. Demonstrated leadership in optimizing workflow and enhancing patient satisfaction.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
21
21
years of professional experience
Work History
Practice Manager
Minnesota Mental Health Clinics
11.2022 - Current
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Ordered all office supplies and kept check on inventory levels.
- Developed close working relationships with front office and back office staff.
Customer Service Manager
Walmart
01.2019 - 03.2025
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
Front Desk Supervisor
Minnesota Mental Health Clinics
11.2020 - 11.2023
- Supervised front desk operations, ensuring high standards of customer service and satisfaction.
- Trained and mentored staff in guest relations and operational procedures.
- Implemented efficient check-in/check-out processes to enhance guest experience.
- Coordinated scheduling for front desk team, optimizing workflow and coverage.
- Monitored inventory levels of supplies and equipment, ensuring readiness for operations.
- Resolved guest inquiries and complaints promptly, maintaining positive relationships.
- Collaborated with management to develop training materials for new employees.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Scheduled and assigned daily work and activities for team members.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
Front Desk Coordinator
Minnesota Mental Health Clinics
11.2018 - 2020
- Managed front desk operations, ensuring smooth patient check-in and appointment scheduling.
- Coordinated communication between patients and clinical staff to enhance service delivery.
- Implemented efficient filing systems, improving patient record retrieval times.
- Trained new front desk staff on procedures and software systems for optimal performance.
Call Center Manager
Easy Rest Adjustable Beds
01.2005 - 09.2018
- Resolved escalated customer complaints effectively, promoting satisfaction and retention.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
- Established and oversaw performance targets for call center associates.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Scheduled call center staff to meet operational needs whilst remaining under budget.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established team priorities, maintained schedules and monitored performance.
Education
GED -
Johnson Sr High
Saint Paul, MNNo Degree -
Metro State University
Saint Paul, MNSkills
- Schedule management
- Practice management
- Staff management
- Workflow management
- Supplies ordering
- Continuous improvement
- New hire training
- Workflow efficiency
- Decision-making
- Training and mentoring
- HIPAA guidelines
Timeline
Practice Manager
Minnesota Mental Health Clinics
11.2022 - Current
Front Desk Supervisor
Minnesota Mental Health Clinics
11.2020 - 11.2023
Customer Service Manager
Walmart
01.2019 - 03.2025
Front Desk Coordinator
Minnesota Mental Health Clinics
11.2018 - 2020
Call Center Manager
Easy Rest Adjustable Beds
01.2005 - 09.2018
GED -
Johnson Sr High
No Degree -
Metro State University