Jacqueline Peterson
Orlando,FL
Summary
Healthcare operations and administrative professional with more than 15 years of experience supporting clinical, revenue cycle, and patient-centered functions within large healthcare systems. Demonstrated strengths in staff coordination, scheduling and timekeeping support, interdepartmental collaboration, patient experience, and compliance-focused workflows. Proven ability to support quality assurance initiatives, accounts receivable and insurance processes, vendor coordination, and operational reporting. Highly organized communicator with a consistent focus on efficiency, accuracy, and service excellence.
Overview
18
18
years of professional experience
Work History
Department Secretary
Orlando Health Orlando Regional Medical Center
Orlando, FL
05.2024 - Current
- Provide comprehensive administrative and operational support for Care Management Utilization Management/POE teams, ensuring efficient daily center operations.
- Monitor and reconcile employee timekeeping in Kronos, making necessary corrections to ensure accurate and timely payroll.
- Compile and manage monthly team schedules, coordinate PTO requests, and assist leadership with staffing oversight.
- Solely manage the Clinical Records Requests Work Queue for 10 hospitals, ensuring timely submission of documentation to reduce insurance denials and protect revenue.
- Coordinate closely with multiple departments to support compliance, workflow efficiency, and operational continuity.
Care Management Technician
Orlando Health Orlando Regional Medical Center
Orlando, FL
09.2022 - 05.2024
- Conduct discharge assessments and coordinate post-acute services to ensure smooth patient transitions and reduce readmissions.
- Submit and track referrals for aftercare services and follow up post-discharge to confirm services are rendered as planned.
- Collaborate with physicians, social workers, vendors, and external agencies to overcome barriers to care and placement.
- Support quality and utilization review efforts by assisting with peer-to-peer scheduling, denial tracking, and submission of clinical documentation.
- Precept and mentor new hires, providing training, coaching, and performance support.
Donor Recovery Specialist
Mimedx Group
Marietta, GA
08.2019 - 05.2022
- Coordinated donor tissue recovery operations across off-site hospital locations, ensuring compliance with regulatory and safety standards.
- Reviewed medical records and donor histories to determine eligibility and suitability for transplantation.
- Maintained strict adherence to sterile technique and procedural protocols during tissue processing.
- Communicated with hospital partners and internal teams to ensure timely, efficient operations.
Patient Advocate
Wellstar Douglas Hospital
Douglasville, GA
08.2015 - 03.2021
- Served as liaison between patients, families, visitors, and clinical staff in a high-volume Emergency Department.
- Investigated and resolved patient complaints, implementing corrective actions and escalating issues when appropriate.
- Supported patient satisfaction initiatives and ensured service recovery aligned with organizational standards.
- Maintained professionalism and empathy in high-stress and critical care situations.
Patient Access Representative
Wellstar Douglas Hospital
Douglasville, GA
01.2015 - 07.2019
- Functioned as first point of contact for patients and families, ensuring a positive registration experience.
- Collected and verified demographic, insurance, and financial information to support accurate billing and accounts receivable processes.
- Educated patients on financial responsibility and collected payments at time of service.
Insurance Specialist
Florida Hospital South
Orlando, FL
04.2008 - 01.2014
- Conducted comprehensive insurance eligibility, benefits, and authorization verification to support timely and accurate billing and reimbursement.
- Reviewed, processed, and submitted insurance claims in accordance with payer requirements, regulatory standards, and organizational policies.
- Collaborated with clinical teams, registration staff, and payers to resolve coverage issues and prevent claim delays or denials.
- Communicated with patients to explain insurance benefits, coverage limitations, and financial responsibility in a clear and professional manner.
- Collected patient financial responsibility at time of service and supported accounts receivable processes to maintain revenue integrity.
- Maintained accurate documentation and ensured compliance with federal, state, and payer-specific regulations.
Timeline
Department Secretary
Orlando Health Orlando Regional Medical Center
05.2024 - Current
Care Management Technician
Orlando Health Orlando Regional Medical Center
09.2022 - 05.2024
Donor Recovery Specialist
Mimedx Group
08.2019 - 05.2022
Patient Advocate
Wellstar Douglas Hospital
08.2015 - 03.2021
Patient Access Representative
Wellstar Douglas Hospital
01.2015 - 07.2019
Insurance Specialist
Florida Hospital South
04.2008 - 01.2014