Jennifer LaPlante
Aurora Health Care
Sturtevant,WI
27
years of professional experience
Dedicated and experienced Patient Service Representative with more than 20 years of experience in ENT, Audiology, and Family Practice. Recognized for exceptional patient service, complex scheduling expertise, and the ability to keep busy medical practices running efficiently. Skilled in EPIC and IDX, coordinating patient care, supporting providers,training staff, and solving problems in fast-paced healthcare environments. Dependable, adaptable, and committed to providing outstanding care to patients and strong support to clinical teams.
Work History
Patient Service Representative
23 Years 11 Months- Managed Complex scheduling for ENT, Audiology, Hearing Aids, CT, and other dual appointments.
- Opened office,prepared schedules, reviewed cancellations,managed provider messages and prepared for the upcoming clinic days
- Assisted at the front reception desk while maintaining daily workflow
- Coordinating incoming and outgoing mail, UPS, and FedEx Shipments
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Supported instrument processing by transporting clean and used instruments to the correct department.
- Processed referral and coordinated patient care across specialties
- Worked several years in a centralized call center
- Verified insurance eligibility and coverage for patients.
- Assisted medical assistants with room turnover when staffing required additional support.
- Maintained professional communication with patients, providers and multidisciplinary healthcare teams
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Managed patient registration process, confirming data accuracy and completeness.
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Customer Service Representative
3 Years 1 Month- Resolved customer complaints efficiently, ensuring high levels of satisfaction and retention.
- Educated patients on services and procedures, improving understanding and compliance.
- Managed patient inquiries and scheduled appointments using electronic health record systems.
- Streamlined communication processes between departments to enhance patient care coordination.
- Served as a super user during implementation of a new medical software system and assisted coworkers with training.
- Did contact lens training for patients
- Managed front desk office at satellite location
- Went over paperwork for Lasik patients
Education
Associate of Science - Medical Secretary
Skills
Patient registration and check-in /check-out
Insurance eligibility verification
Epic software
ENT
Audiology
Family Practice operations
Regulatory compliance
Patient confidentiality
Multitasking and organization
Problem solving
Team Collaboration
Insurance verification
Timeline
Patient Service Representative
Aurora Health Care
09.2002 - CurrentRead More
Customer Service Representative
Milwaukee Eye Care Associates
05.1999 - 06.2002Read More
Milwaukee Area Technical College
Associate of Science from Medical Secretary
Read More