1. Tina M. Pfeiffer
1823 Trailway Drive #1, Eagan, MN 55122/ H: 612-227-2835/ pfeiffer_tina33@yahoo.com
Professional Summary
Patient Services manager with over 10 years of experience in both clinical and non-clinical leadership
roles. Currently overseeing more than 35 employees in a high volume physician owned family practice
clinic. Pursuing a Bachelor’s Degree in Health Care Management with a focus on developing high
standards of practice, evaluating patient care for effectiveness and implementing necessary changes to
programs and policies. Experienced office administrator with excellent communication, computer, and
mentoring skills. Delivers compassionate, culturally sensitive care to diverse populations.
Education
Bachelor of Science:Health Care Management
2015- Present
Capella University, Minneapolis MN
Diploma: Medical Assistant
2005
Apollo College, Portland OR
Skill Highlights
 Management, training and development of staff
 Cultural awareness and sensitivity
 Critical thinking
 Relationship and team building
 Conflict resolution
Professional Experience
Patient Access Manager 12/2015- Present
Apple Valley Medical Clinic, Apple Valley MN
 Manage multiple departments: Urgent Care, Family Practice, Specialty, Insurance Verification,
Referral Coordination and InfoHub/Call Center
 Restructure/Reimplementation of all front desk/check in processes and procedures
 Planning, directing, organizing and leading the team to achieve best practice patient centered
care.
 Demonstrates Evidence Based Leadership.
 Collaborate with United hospital to manage the day to day of the United Specialty Center
 Develop training materials and timelines for onboarding new employees
 Set performance standards utilized during the yearly performance reviews
 Implemented new Insurance verification tool
 Partnered with the business office during implementation on new Clearing House
 Responsible for leading service recovery efforts. Continuously keeps the patient in the
forefront for improvement related activities.

2.  Interpret and understand the telephone statistics, and take action as appropriate to
assure that patient service standards are met.
 Assesses patient service improvement opportunities relevant to the telephone system
(phone tree, messaging and patient feedback).
Clinical Supervisor Care Connection 02/2014 2/2015
HealthEast St Paul, MN
 Utilizes several computer systems accurately and efficiently.
 Planning, directing, organizing and leading the team to achieve best practice patient centered
care.
 Supervises, supports, and educates staff at the point of service throughout 15 locations.
Demonstrates evidence based leadership.
 Actively participates in creating and implementing improvements to achieve clinical, satisfaction
and/or efficiency outcomes.
 Sets performance standards, reviews performance, and provides coaching, feedback
and recognition on job performance on an ongoing and timely basis.
 Utilizes the frontline management system on a daily basis.
 Utilizes lean principles for improving processes. Partners with site Leadership to
implement, support, and cascade all improvement efforts.
 Interpret and understand the telephone statistics, and take action as appropriate to
assure that patient service standards are met.
 Assesses patient service improvement opportunities relevant to the telephone system
Revation (phone tree, messaging and patient feedback).
 Collaborates with other clinic supervisors and departments as appropriate to assure that
system applications support clinic scheduling and messaging flow in the clinic.
 Works collaboratively with appropriate Clinic Systems, I.S., and Telecommunications
staff to monitor for system errors, take corrective action, and monitor for resolution of the
problem.
Lead Certified Medical Assistant Supervisor 02/2012 to 02/2014
HealthEast St Paul, MN
 Value Based Improvement Team Member, Direct Patient Care Team Member, and
Education Team Member/Lead.
 Perform performance reviews
 Attend weekly/monthly meetings focused on high quality patient care.
 Responsible for employee schedules and time off requests.
 Order necessary supplies and medications to support and assist medical staff and
patients for specific procedures.
 Participate in maintaining high percentages in the Minnesota Community Measurements
 Handle patient complaints/concerns/compliments, resolving issues as appropriate.
 Provide feedback to upper management regarding the performance of clinical staff
 Ensure the nursing care is carried out as directed and in accordance with the physician’s
instructions and clinical policies
 Participate in the execution of programs that contribute to a high growth of the
organization.

3. Receptionist-OrthoQuick 11/2012 to Present
Summit Orthopedics, Eagan MN
 Clerical: register new patients, verify insurance, answer incoming patient phone calls,
schedule, arrive routine and emergency appointments, enter patient information in EHR,
compliance with HIPPA Privacy Regulations safeguarding all patient information.
Certified Medical Assistant 4/2009 to 02/2012
HealthEast, St Paul MN
Lead Certified Medical Assistant 11/2005- 03/2009
Allina, West St Paul MN
Additional Training and Certifications
 Certified Medical Assistant
 Proficient in Microsoft Office applications
 Epic trained
 Excellian trained
 E-mds trained
 LEAN Methodology
% of the time