Erika Fegurgur
Augusta,GA
Summary
Seeking a challenging position as an Operations Support Specialist within a diverse organization that applies Contact Representative support functions in the outpatient clinical aspect, office automation experience, and knowledgeable skills to perform at the best full level of performance.
A highly motivated Contact Representative with strong verbal, listening, and written skills. Comfortable with interacting with all levels of government, civic, and community organizations. A high level of negotiation within means of communicating in solving problems quickly, accurately, and efficiently. Provide a diverse background including administrative, talent management, customer support and service, technical support, and supervision. Highly committed to quality, excellence, and continuous professional growth. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and a true team player.
Overview
7
7
years of professional experience
Work History
Contact Representative (OA/PEBLO)
Dwight D. Eisenhower Army Medical Center
01.2023 - Current
- Provide administrative tasks in supporting Physical Evaluation Board Liaison (PEBLO) in medical board process for service members enrolling into Integrated Disability Evaluation System (IDES)
- Additional tasks and responsibilities are front desk duty coverage and providing service members with step-by-step information on medical board process
- Assisted in retrieving referrals from MHS Genesis PowerChart MEB message pool and service members DA Form 3349 (Profile) on Medical Operational Data System (MODS) located within Medical Readiness Portal and placed into their Y-drive folders
- Utilize Health Artifact and Image Management Solution (HAIMS), Army Forces Health Longitudinal Technology Application web print (AWP), Military Health System (MHS) Genesis PowerChart to scan, save, and insert medical documentation into electronic medical database, and generate reports from Report Request for disability process
- Organizing and ensuring that required documents and records are prepared appropriately and placed into service member's Y-drive folder
- Assisted in training peers with utilizing Genesis Report Request and PowerChart to retrieve required information for service member
- Knowledge of using electronic Medical Board system application (eMEB), Medical Board Prep (MEB PREP), and Veterans Tracking Application (VTA)
- Generate updated status board report tool in VTA to retrieve status of PEBLOs count
- Assisted in preparing PowerPoint presentation for meeting with Army’s Medical Region Command personnel to evaluate and determine best practices for IDES/MEB process during their site visit
- In compliance with rules/regulations, Privacy Act, Freedom of Information Act, and Health Insurance Portability and Accountability Act
- Communicate with tact and diplomacy when responding to questions and complaints
- Providing courteous and responsive service to patients and staff.
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
- Improved customer satisfaction by resolving issues efficiently and professionally.
- Conducted thorough research on complex inquiries, delivering informed solutions to customers'' unique challenges.
- Assisted in the development of training materials for new hires, sharing expertise about best practices for contact representatives.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions.
- Participated in regular professional development opportunities to enhance skills and stay current on industry trends.
- Increased customer retention by expertly handling escalated issues in a timely manner.
- Enhanced team productivity by collaborating on projects and sharing best practices with colleagues.
- Collaborated closely with other departments to ensure seamless support for customers throughout their journey with the company.
- Provided exceptional service by proactively addressing customers'' needs and concerns.
- Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
- Exceeded performance targets consistently by prioritizing tasks and managing time effectively.
Medical Records Technician (OA)
Dwight D. Eisenhower Army Medical Center
03.2021 - 01.2023
- Directly managing maintenance, identification of record deficiencies, and tracking active duty and family members' healthcare records
- Perform quality control of sampling of medical records to identify patterns of improper maintenance, assessing, researching, and resolving medical record content which includes military medical forms
- Review available and appropriate records and determine what information to include and if documents are abstract provided
- Process of authorization for disclosure of documents to respond to requests for copies of medical records
- Compilation of patient information and responding to requests within army medical facilities, civilian facilities, insurance companies, and other governmental and non-governmental agencies
- Ensuring proper research of medical records data to extract and forward pertinent information to requestors
- Directly in strict compliance with regulations and policies to furnish requested information to authorized individuals
- Completed registration and entered pertinent data for an estimated forty new patients into CHCS and Military Health System Genesis (MHS)
- QA/QC patient registrations for all active duty, family, members, and retired service members
- Updated demographic and health coverage information in MHS Genesis when it is brought to attention
- Utilize Health Artifact and Image Management Solution and Power Chart to scan, save, and insert medical documentation into electronic medical database
- Fluent with Composite Health Care Systems, Army Forces Health Longitudinal Technology Application, Joint Legacy View, and Military Health System Genesis
- Maintaining process routine of proper information to patients, family members, and other staff
- Preparing eligibility statements of care for patients and appropriately referring them to billing office under their health coverage
- Assisted in training peers during implementation of MHS Genesis within medical records section and other specialty clinics when having difficulties searching for patient
- In compliance with rules/regulations, Privacy Act, Freedom of Information Act, and Health Insurance Portability and Accountability Act
- Communicate with tact and diplomacy when responding to questions and complaints
- Providing courteous and responsive service to patients and staff.
- Trained co-workers in direct reports on department procedures and policies to maximize department productivity.
- Expedited release-of-information requests by verifying authorization forms and providing requested documents promptly.
- Demonstrated strong attention to detail while cross-referencing medical records for completeness and consistency, identifying potential errors and facilitating prompt resolution.
- Contributed to a team-oriented work environment by collaborating closely with colleagues on various projects related to medical records management.
- Streamlined daily workflow by organizing files, scanning documents, and maintaining electronic database systems.
- Kept accurate log of requests for medical information and records.
- Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
- Developed strong working relationships with physicians, nurses, and other healthcare professionals to ensure accurate recordkeeping practices were upheld consistently across all departments.
- Ensured timely processing of medical records requests by efficiently coordinating with healthcare providers, insurance companies, and legal representatives.
- Facilitated smooth transitions between care providers by promptly transferring medical records upon request.
- Maintained strict confidentiality of sensitive patient information in compliance with HIPAA regulations.
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Maintained patient records in compliance with security regulations.
- Participated in regular staff meetings to discuss best practices and share insights with colleagues, contributing to an overall improvement in departmental performance.
- Assisted in audits and investigations involving medical records, contributing to the identification of potential areas for improvement in documentation processes.
- Identified new methods to optimize medical records management.
- Improved patient data accuracy by meticulously reviewing and updating medical records.
- Reviewed charts and flagged incomplete or inaccurate information.
- Achieved high levels of accuracy while inputting clinical data into EHR system as well as manual charting methods when necessary.
- Provided exceptional customer service when responding to inquiries from patients or their representatives regarding access to personal health information.
- Assisted in preparation of medical records to release to other medical facilities requesting for patient history and information.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Supported medical staff by providing organized and accurate medical records.
- Responded to patient inquiries to provide information and details of medical records.
- Scanned medical records in digital format for easy retrieval and accessibility.
- Printed and photocopied documents to provide patients with copies of medical records.
- Analyzed complex medical records to identify discrepancies in accuracy and completeness.
- Maintained patient confidence by keeping patient records information confidential.
- Maintained patient records systems by archiving, scanning, and indexing important documents and files.
- Developed and maintained organized filing system for medical records to adhere to HIPAA regulations.
- Uploaded physician progress notes, history, and physicals into electronic medical records.
Enrollment Support Specialist
NavCare
12.2020 - 03.2021
- Responsible for inputting patients' data from internal and external resources, enrollment of patients into the appropriate services, and entering all data, such as correct ICD-10 codes for the appropriate diagnosis in various platforms ensuring it is time-stamped
- Perform general administrative tasks such as data entry, filing, maintaining logs, and assigned records
- Answering inbound calls as an operator and directing the appropriate medical personnel
- Understanding the Medicare and Medicaid benefits for Chronic care management (CCM) and Transitional care management (TCM) and articulating the program details to the patients of the benefit of the program and the great impact of continuity of care
- Entering the data into the patient's information chart according to the organization's standard electronic medical records systems
- Providing general office support as directed
- Following HIPAA privacy guidelines and maintaining the confidentiality of the patient's PHI.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Conducted regular assessments of support processes, making necessary refinements to enhance service quality continuously.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
Advanced Medical Support Assistant
Department of Veterans Affairs
10.2019 - 10.2020
- Provided clerical and administrative support duties for scheduling and providing administrative information to the Veterans
- Communicated professionally and courteously with patients, family members, and staff in providing veteran-centered qualitative customer service
- Documented information accurately in the patient record and performed data entry using the Vista, VSE, and CPRS software as it directly impacts the patient’s quality of care while ensuring patient confidentiality
- Fulfilled and established a goal to reduce the number of consults, to ensure 93% of patients were contacted promptly
- Resolved complex problems to ensure patients received on-schedule, continuously scheduled lab work, and appointments; telephone, video virtual connection (VVC), and face-to-face
- Ensured transportation is scheduled to and from their appointments per the patient’s accommodation request
- Tracked patient scheduling statuses daily using the Care Management Tool, prioritizing time-sensitive scheduling tasks as well as managing other administrative duties throughout the day
- Ensured that providers were able to accommodate all their patients on schedule and without overbooking appointments
- Facilitate/process secure messages to both the patient and primary care team via GUI system application
- Participated in team huddles and meetings to manage and plan for patient care appropriately
- Coordinated with patient’s care team, arranging clinic cancellation, blocking, and rescheduling
- Performed basic eligibility requirements as noted in the VA policy, regulations, and procedures
- Verified and updated demographics for the patients
- Maintained HIPAA policy in the work environment and made sure all documented patient records are safe and secure
- Completed video virtual connection (VVC) training for scheduling patients and preparing them to gain access to the VVC appointment.
- Maintained strict compliance with HIPAA regulations, ensuring the protection of sensitive patient information.
- Promoted effective communication among medical staff by serving as a reliable liaison between physicians, nurses, and administrative personnel.
- Managed high call volume, addressing patient inquiries and concerns with professionalism and empathy.
- Provided exceptional customer service to patients, visitors, and colleagues, fostering a welcoming environment at all times.
- Assisted in training new staff members on clinic policies, procedures, and software systems for seamless integration into the team.
- Enhanced patient satisfaction by efficiently managing appointment schedules and providing timely reminders.
- Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
- Provided backup support to office staff by completing billing and filing tasks, answering phones and scheduling appointments.
- Increased patient access to care by effectively coordinating referrals to specialists and diagnostic services.
- Verified and updated clinical records.
- Supported efficient office operations through proficient handling of administrative tasks such as filing, data entry, and record maintenance.
- Collaborated with interdisciplinary teams to optimize patient care and facilitate seamless transitions between departments.
- Contributed to increased clinic efficiency by accurately maintaining electronic health records and promptly updating patient information.
- Eased patient anxiety through clear explanation of procedures, treatments, and upcoming appointments while addressing their concerns respectfully.
Medical Support Assistant
Presidio of Monterey Military Treatment Facility
10.2018 - 10.2019
- Responsible for clerical duties for checking patients in and out (reception), care, and families
- Receiving and relaying incoming phone calls or messages to the proper nurse and staff personnel; utilizing knowledge of medical terminology and abbreviation
- Manipulating and/or retrieving information and data from automated medical systems, such as the Composite Health Care System (CHCS), the Armed Forces Longitudinal Application (AHLTA), Defense Manpower Human Resource System information (DMHRSi), as appropriate to assigned area
- Monitor and communicate delays in scheduled appointments to the appropriate staff and patients
- Contacting patients to give a reminder appointment call or to reschedule
- Ensuring the patients complete all necessary forms before being seen by the provider
- Receiving visitors as initial point of contact, in person or telephonically
- Verifying patient eligibility with the Defense Enrollment Eligibility Reporting System (DEERS)
- Monitoring and managing an estimated 20 secure messaging at the clinical/practice level
- Record and relay messages and/or direct calls appropriately to the proper provider
- Maintaining all patient records both electronically and on paper, according to regulation
- Ensuring that proper routine correspondence, progress reports, and statistical reports using the various automated software programs
- In contact with estimated 5 outside civilian providers to obtain requested medical reports for the patient
- Directly in strict compliance with regulations and policies to furnish requested information to authorized individuals
- Directed patients to their appropriate room location within the Pediatrics/Family Medicine or other clinics within the organization
- Conducted research and follow-ups after identifying customer issues to ensure adequate resolution
- Communicating with tact and diplomacy when responding to questions and complaints
- Providing courteous and responsive service to patients and staff.
- Provided compassionate support, addressing patient concerns and inquiries in a professional manner.
- Maintained strict confidentiality, adhering to HIPAA regulations while handling sensitive patient information.
- Maintained a high degree of professionalism and composure in high-stress situations, ensuring the well-being of patients and staff alike.
- Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
- Improved patient satisfaction by efficiently scheduling appointments and managing phone lines.
- Contributed to a positive work environment through proactive problem-solving and excellent teamwork abilities.
- Provided exceptional customer service to patients from diverse backgrounds, fostering an inclusive environment that promoted trust and respect.
- Participated in ongoing professional development opportunities, staying current on industry best practices and regulatory guidelines.
- Facilitated smooth transitions between appointments, effectively communicating with both patients and medical professionals on schedule updates or changes.
- Streamlined patient check-in process with effective communication and organization skills.
Medical Records Technician
Presidio of Monterey Military Treatment Facility
01.2017 - 10.2018
- Directly responsible for the maintenance, identification of record deficiencies, and tracking of over 6,200 healthcare records
- Perform quality control of sampling of medical records to identify patterns of improper maintenance, assessing, researching, and resolving medical record content including military medical forms
- Helped assist with transitioning down to the readiness center and setting up and organizing the medical records
- Implemented medical record policies and procedures to achieve objectives
- Completed registration and entered pertinent data for an estimated 60 new patients monthly into the Composite Health Care Systems
- Utilize Health Artifact and Image Management Solution to scan, save, and insert medical documentation into the medical electronic database
- Process of authorization for disclosure of documents to respond to requests for copies of medical records
- Fluent with Composite Health Care Systems and Army Forces Health Longitudinal Technology Applications
- Maintaining the process routine of proper information to the patients, family members, and other staff
- Since started at California Medical Detachment, have been tasked with responsibilities such as receiving all incoming correspondence to review requests for patient medical information insurance
- In contact with outside civilian providers to obtain requested medical records reports for the patient or their family members
- Directly in strict compliance with regulations and policies to furnish requested information to authorized individuals
- Served as a courier to pick up, sort, and distribute incoming and outgoing mail
- Applying judgment to determine what information to forward from clinical health records based on authorization provided
- Ensuring proper research of medical records data to extract and forward pertinent information to requestors
- Communicating with tact and diplomacy when responding to questions and complaints
- Providing courteous and responsive service to patients and staff.
- Expedited release-of-information requests by verifying authorization forms and providing requested documents promptly.
- Demonstrated strong attention to detail while cross-referencing medical records for completeness and consistency, identifying potential errors and facilitating prompt resolution.
- Communicated effectively with staff, patients, and insurance companies by email and telephone.
- Contributed to a team-oriented work environment by collaborating closely with colleagues on various projects related to medical records management.
- Kept accurate log of requests for medical information and records.
- Streamlined daily workflow by organizing files, scanning documents, and maintaining electronic database systems.
- Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
- Ensured timely processing of medical records requests by efficiently coordinating with healthcare providers, insurance companies, and legal representatives.
- Developed strong working relationships with physicians, nurses, and other healthcare professionals to ensure accurate recordkeeping practices were upheld consistently across all departments.
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Maintained strict confidentiality of sensitive patient information in compliance with HIPAA regulations.
- Facilitated smooth transitions between care providers by promptly transferring medical records upon request.
- Conducted thorough research on complex medical coding issues when necessary, ensuring accuracy and compliance with insurance reimbursement guidelines.
- Maintained patient records in compliance with security regulations.
- Assisted in audits and investigations involving medical records, contributing to the identification of potential areas for improvement in documentation processes.
- Participated in regular staff meetings to discuss best practices and share insights with colleagues, contributing to an overall improvement in departmental performance.
- Trained co-workers direct reports on department procedures and policies to maximize department productivity
- Identified new methods to optimize medical records management.
- Improved patient data accuracy by meticulously reviewing and updating medical records.
- Reviewed charts and flagged incomplete or inaccurate information.
- Assisted in implementing new filing system that resulted in increased ease of access for both staff members and patients alike.
- Supported hospital accreditation process through diligent maintenance of up-to-date patient charts according to established standards.
- Provided exceptional customer service when responding to inquiries from patients or their representatives regarding access to personal health information.
- Achieved high levels of accuracy while inputting clinical data into EHR system as well as manual charting methods when necessary.
- Assisted in preparation of medical records to release to other medical facilities requesting for patient history and information.
- Supported medical staff by providing organized and accurate medical records.
- Responded to patient inquiries to provide information and details of medical records.
- Scanned medical records in digital format for easy retrieval and accessibility.
- Analyzed complex medical records to identify discrepancies in accuracy and completeness.
- Printed and photocopied documents to provide patients with copies of medical records.
- Maintained patient confidence by keeping patient records information confidential.
- Maintained patient records systems by archiving, scanning, and indexing important documents and files.
- Developed and maintained an organized filing system for medical records to adhere to HIPAA regulations.
- Uploaded physician progress notes, history, and physicals into electronic medical records.
- Reviewed medical records for completeness and filed records in alphabetic and numeric order.
Education
Some College (No Degree) -
Monterey Peninsula College
Monterey, CASome College (No Degree) -
Harford Community College
Bel Air, MDSome College (No Degree) -
University of Guam
Mangilao, GUMaster of Health Administration -
University of Phoenix
Tempe, AZ06.2025
Bachelor of Science in Health Management -
University of Phoenix
Tempe, AZ11.2022
Health Information Systems Certificate -
University of Phoenix
Tempe, AZ06.2020
Skills
- Goal-Oriented
- Data entry proficiency
- Assertiveness
- Customer Service
- Cross-cultural sensitivity
- Social Perceptiveness
- Problem-solving skills
- Resolving issues
- Customer communications
- Verbal and written communication
- Inbound phone calls
- Answering questions
- Empathy and patience
References
- Camilla Guillksson, 831-915-4224
- Robin Wilder-Buchanan, 757-593-0557
- Courtney Gresham-Green, 702-580-7034
Affiliations
- The National Society of Leadership & Success
Timeline
Contact Representative (OA/PEBLO)
Dwight D. Eisenhower Army Medical Center
01.2023 - Current
Medical Records Technician (OA)
Dwight D. Eisenhower Army Medical Center
03.2021 - 01.2023
Enrollment Support Specialist
NavCare
12.2020 - 03.2021
Advanced Medical Support Assistant
Department of Veterans Affairs
10.2019 - 10.2020
Medical Support Assistant
Presidio of Monterey Military Treatment Facility
10.2018 - 10.2019
Medical Records Technician
Presidio of Monterey Military Treatment Facility
01.2017 - 10.2018
Some College (No Degree) -
Monterey Peninsula College
Some College (No Degree) -
Harford Community College
Some College (No Degree) -
University of Guam
Master of Health Administration -
University of Phoenix
Bachelor of Science in Health Management -
University of Phoenix
Health Information Systems Certificate -
University of Phoenix
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