Jessica Ledsinger
Mount Juliet,TN
Summary
Dedicated professional with demonstrated strengths in customer service, time management and accurate record keeping. Excellent verbal and written communicator with strong background cultivating positive relationships. Stays on top of demands by effectively multitasking in high stress situations.
Overview
7
7
years of professional experience
Work History
Lead Dispatcher
Medic Transportation
03.2022 - 03.2024
- Handled high level incoming calls from drivers, brokers, facilities and patients asking questions, requesting service, giving accurate ETAs or reporting problems, while logging every interaction.
- Conducted training sessions for all new dispatchers on company policies, software systems, and communication protocols.
- Verified in excess of 300 pre-scheduled/next day trips, including verification of demographics and coverage to insure accuracy.
- Maintained broker portal to insure incoming trips were verified then entered immediately and accurately.
- Communicated heavily with drivers and logged all interactions.
- Resolved customer issues by addressing questions and providing available solutions while logging all communications.
- Handled various service needs, working with wide latitude and independent judgment.
- Managed and prioritized calls to define urgency and importance.
- Composed and submitted reports regarding incidents and services provided to supervisor.
- Provided support to drivers experiencing mechanical issues or other emergencies while on road, notification of supervisor and recording all data.
- Liaised with law enforcement agencies to report incidents involving company vehicles or employees.
Call Taker/Data Quality Assessment
First Call Ambulance Service LLC
01.2017 - 03.2022
- Data Quality Assurance responsible for verifying all NEMT patient demographics and insurance on various systems and evaluating data to determine medical necessity for Non-Emergent Medical Transportation.
- Verified and maintained all NEMT patient Certified Medical Necessity forms by comparing them to patient records for proper documentation and accuracy.
- Maintained repetitive Medicare patient database for Certified Medical Necessity compliance.
- Verified insurance and authorizations for all patients.
- Managed all pre-scheduled trips by verifying accuracy of appointment and patient information for level of care.
- Produced daily reports for management, scheduling and billing.
- Built and maintained strong relationships with social workers, case management, nurses and supporting staff at all area medical facilities.
- NEMT calltaker, triaged very high volume of calls and created detailed patient file from hospitals, nursing facilities, and insurance brokers, appropriately determining level of care, insurance coverage and authorizations received.
- Achieved consistent customer satisfaction ratings by actively listening to caller concerns and providing appropriate solutions.
- Entered all data into system quickly, with high level of accuracy with strong knowledge of medical terminology.
- Trained new calltakers and dispatchers in company protocols and procedures. Created and maintained training handbooks.
- Maintained professional demeanor, managing difficult callers and deescalating tense situations.
- Performed routine administrative tasks such as filing, copying, scanning, email correspondence, running reports, call logs, updating facility and employee contact lists.
- Coordinated emergency response and phone support when covering TN counties for overflow 911 calls.
- Navigated multiple computer systems and utilized search tools to find vital information.
- Determined charges for private pay services, collected deposits and payments, or arranged for billing.
Education
Mt Juliet High School
Mount Juliet, TN1991
Volunteer State Community College
Gallatin, TN1993
Skills
- Superior Customer Service
- Telephone Etiquette
- High Volume Incoming Calls
- Customer Relationship Management
- Attention to Detail
- Verifying coverage
- Stress Tolerance
- Multitasking Abilities
- Data Entry
- Microsoft Office
- Meditech
- Passport
- TraumaSoft
- Novus
- Dispatch and GPS Software
Timeline
Lead Dispatcher
Medic Transportation
03.2022 - 03.2024
Call Taker/Data Quality Assessment
First Call Ambulance Service LLC
01.2017 - 03.2022
Mt Juliet High School
Volunteer State Community College
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