Donna Stoeklen
Denver
Summary
Results-driven and highly organized operations and administrative professional with extensive experience across healthcare, automotive, and service industries. Proven track record in managing front office operations, accounts receivable, and team leadership in fast-paced environments. Skilled in optimizing workflows, improving customer satisfaction, and ensuring regulatory compliance. Adept at coordinating schedules, resolving escalated issues, and driving performance through data-informed decision making. Known for strong communication, problem-solving, and cross-functional collaboration to support business goals and enhance service delivery.
Overview
40
40
years of professional experience
Work History
Front Desk Supervisor
Community Reach Center Pediatrics
01.2010 - Current
- Greet and check in an average of 50+ pediatric patients daily, ensuring a warm and calming experience for children and families.
- Manage appointment scheduling for up to 7 providers, optimizing calendar flow and minimizing wait times.
- Perform daily schedule reconciliation to ensure provider calendars match actual patient flow, minimizing missed appointments and improving operational accuracy.
- Verify insurance coverage and collect co-pays.
- Maintain accurate patient records in EHR system, ensuring compliance with HIPAA regulations.
- Process release of information requests and manage medical record releases in compliance with HIPAA regulations, ensuring timely and accurate delivery to patients, providers, and third-party entities.
- Maintain cleanliness and organization of front desk area to create welcoming atmosphere.
- Train new front desk staff on pediatric-specific protocols and customer service standards.
- Route triage phone calls appropriately based on urgency and provider availability, ensuring timely care and reducing unnecessary in-office visits.
- Manage accounts receivable and proactively follow up on outstanding balances, including potential bad debt accounts, to ensure timely collections and maintain financial health of the practice.
- Collaborate with clinical and billing teams to resolve patient concerns and streamline front office workflows.
- Handle escalated patient or parent concerns with professionalism and compassion.
Manager of Accounts Receivable
Belron Corporation, DBA Elite Auto Glass
01.2001 - 01.2007
- Oversee all accounts receivable operations, including invoicing, payment processing, and collections for retails, insurance, and fleet customers.
- Monitor aging reports and follow up on delinquent accounts and improve cash flow.
- Manage and resolve disputes related to billing, insurance claims, and warranty coverage.
- Supervise AR team members, providing training, performance feedback, and workflow guidance.
- Collaborate with sales and service departments to ensure accurate billing and timely revenue recognition.
- Develop and implement AR policies and procedures to improve efficiency and compliance.
- Maintain relationships with insurance companies and third-party payers to expedite claim processing and payment.
- Reconcile customer accounts and ensure accurate application of payments, credits, and adjustments.
- Identify and escalate potential bad debt accounts and recommend write-offs when necessary.
- Support audits and ensure compliance with internal controls and financial regulations.
Operations Manager
Thrifty Car Rental
01.1986 - 01.2001
- Oversee daily branch operations for 5 locations, including vehicle rentals, returns, fleet logistics, and customer service.
- Manage and optimize vehicle inventory to meet customer demand while minimizing idle time and maintenance costs.
- Supervise and train over 150 front-line staff on rental procedures, safety protocols, and customer service standards.
- Monitor KPIs such as rental utilization, revenue per unit, customer satisfaction scores, and operational efficiency.
- Coordinate vehicle maintenance, cleaning, and repairs to ensure fleet readiness and safety compliance.
- implement cost-control strategies and process improvements to enhance profitability and reduce operational waste.
- Resolve escalated customer issues with professionalism and efficiency, maintaining high satisfaction and retention.
- Collaborate with corporate teams on pricing strategies, promotional campaigns, and regional performance goals.
Skills
- Patient scheduling and coordination
- EHR systems (Greenway, NextGen)
- Insurance verification and billing support
- HIPAA compliance and medical record handling
- Triage call routing and urgency assessment
- Customer service and child-friendly communication
- Staff training and supervision
- Conflict resolution and patient relations
- Accounts receivable management
- Bad debt identification and resolution
- Insurance claim coordination
- Customer account reconciliation
Timeline
Front Desk Supervisor
Community Reach Center Pediatrics
01.2010 - Current
Manager of Accounts Receivable
Belron Corporation, DBA Elite Auto Glass
01.2001 - 01.2007
Operations Manager
Thrifty Car Rental
01.1986 - 01.2001