Jennifer Santerre
Southwick
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.
Overview
9
9
years of professional experience
Work History
Practice Manager
Holyoke Medical Center
Chicopee, MA
12.2025 - Current
- Coordinated daily operations to ensure efficient patient flow and scheduling.
- Assisted in implementing electronic health record systems for improved data management.
- Supported staff training initiatives to enhance service quality and compliance.
- Managed patient inquiries and resolved issues to improve overall satisfaction.
- Developed standard operating procedures for consistent practice management processes.
- Monitored inventory levels and ordered supplies to maintain clinic efficiency.
- Organized meetings with healthcare providers to streamline communication and collaboration.
- Evaluated workflow processes, identifying areas for improvement and optimization.
- Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
- Developed close working relationships with front office and back office staff.
- Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
- Oversaw the hiring process for new employees, selecting candidates who aligned with the practice's mission and values.
- Addressed and remedied all patient or team member issues.
- Supervised team of 19 office personnel.
- Provided supervision and management to team of support personnel.
- Boosted staff morale by offering constructive feedback and specific direction.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
Practice Manager - Endocrinology
Hartford Healthcare
Norwich, CT
06.2022 - 10.2025
- Managed daily operations, ensuring compliance with healthcare regulations and standards.
- Coordinated staff schedules to optimize resource allocation and enhance patient care efficiency.
- Developed and implemented process improvements to streamline administrative workflows and reduce delays.
- Oversaw budgeting processes, monitoring expenses to align with financial goals of practice.
- Facilitated training sessions for new staff, enhancing team competency and service delivery quality.
- Established performance metrics for staff, promoting accountability and continuous improvement in service delivery.
- Developed strong relationships with patients, ensuring a high level of care and satisfaction throughout their experience.
- Ensured compliance with healthcare regulations, maintaining up-to-date knowledge on industry standards and best practices.
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Consulted with healthcare professionals on business decisions.
- Developed and enforced office policies to ensure compliance with healthcare regulations, improving practice efficiency.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
Office Coordinator
Hartford Healthcare
Manchester, CT
12.2021 - 06.2022
- Managed office supply inventory, negotiating with vendors to maintain cost-effectiveness.
- Streamlined communication processes between staff and management, enhancing information flow.
- Monitored compliance with health regulations, supporting a safe work environment for all staff.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Provided administrative support to staff members, assisting with daily tasks as needed to promote productivity across the organization.
- Maintained strict confidentiality of sensitive information, upholding the highest level of professionalism at all times.
- Efficiently supervised filing, sorting and handling incoming and outgoing mail.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
Clinical Lab Assistant
Hartford Healthcare Cancer Institute
Manchester, CT
07.2019 - 12.2021
- Conducted routine laboratory tests and procedures to support cancer diagnosis and treatment.
- Assisted in specimen collection, processing, and labeling for accurate results.
- Maintained laboratory equipment and ensured compliance with safety protocols.
- Collaborated with healthcare professionals to communicate test results effectively.
- Trained new staff on laboratory protocols and best practices for efficiency.
- Coordinated patient care activities, ensuring seamless communication among healthcare teams.
- Assisted physicians with examinations and procedures, enhancing patient experience and satisfaction.
- Managed electronic health records, maintaining accuracy and compliance with regulations.
- Trained new staff on office procedures and best practices, fostering a collaborative work environment.
- Monitored inventory levels of medical supplies, ensuring availability for daily operations without disruptions.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Maintained strict adherence to infection control protocols by following proper sterilization techniques for medical equipment.
Emergency Department Technician
Manchester Memorial Hospital
Manchester, CT
01.2017 - 07.2019
- Assisted with patient assessments and vital sign monitoring in fast-paced emergency department.
- Supported medical staff during procedures, ensuring clean and sterile environments.
- Collaborated with nursing team to prioritize patient care and streamline workflow processes.
- Maintained accurate electronic health records, enhancing data accessibility for clinical decisions.
- Assisted with resuscitation, CPR, and emergency airway procedures.
- Assisted in obtaining and documenting vital signs and placement of oxygen saturation, cardiac monitoring, and non-invasive blood pressure monitoring systems.
- Collected basic samples, labeled specimens properly, and transferred to laboratory for testing.
- Served as a patient advocate, liaising between medical professionals and patients to ensure optimal care delivery.
- Implemented crisis intervention techniques when needed, de-escalating potentially dangerous situations effectively.
- Provided emotional support to patients and families during stressful situations, fostering trust and communication.
Education
Certificate - Physician Practice Management
Charter Oak College
New Britain, CT06-2026
Associate of Science - Health Science
Goodwin College
East Hartford, CT06-2019
Skills
- Schedule management
- Practice management
- Staff management
- Workflow management
- Employee performance
- Payroll administration
- Staff development
- Regulatory compliance
- Continuous improvement
- Performance metrics
- Employee operations
- Managing medical practices
- HIPAA and OSHA regulations
- Critical thinking
- Staff supervision
Timeline
Practice Manager
Holyoke Medical Center
12.2025 - Current
Practice Manager - Endocrinology
Hartford Healthcare
06.2022 - 10.2025
Office Coordinator
Hartford Healthcare
12.2021 - 06.2022
Clinical Lab Assistant
Hartford Healthcare Cancer Institute
07.2019 - 12.2021
Emergency Department Technician
Manchester Memorial Hospital
01.2017 - 07.2019
Certificate - Physician Practice Management
Charter Oak College
Associate of Science - Health Science
Goodwin College