Jessica McGregor LaFontaine
Wilmington,NC
Summary
I have over 19 years experience in Healthcare Administrative Support and Assisting. I also have over 15 years experience working remotely and independently with five years Medical Coding experience, High-Volume Call-Center with a focus on Billing, Care-Coordination, and Insurance Inquiries, Enrollment, and Claims.
I have acquired an invaluable amount of skills and experience working for some great Organizations Remotely and in both a Clinical and Hospital setting. I am competent, fast learner who is often a self-started. I work well both independently and in a team. I feel my skills, training, drive, and experience benefits any Healthcare setting. I treat Patient Care with empathy, diligence, and attention to detail or simply put; I treat patients how I would want myself or my own loved one treated.
I have completed the Medical Coding, Billing, and Administrative Program at UNCW Wilmington, NC in July of 2023 with intention to enroll in the near-future to the Medical Coding Auditing Course (CPMA). I am certified CMAA and preparing for my upcoming CPC exam.
Overview
23
23
years of professional experience
2
2
Certification
Work History
Telemetry Department
Novant Hospital
02.2024 - Current
- Monitor heart rate and rhythm for anywhere from 20-60 Patients. Currently working in the ED
- Chart and alert nurses to changes in heart rates, O2, and rhythms. Create rhythm strips for Doctors and Nurses to review.
- Place Telemetry monitors on patients.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment. Tech savvy with the ability to troubleshoot and fix most issues in multiple systems.
- Proven ability to learn quickly and adapt to new situations.
- Learned and adapted quickly to new technology and software applications. Help assist others with learning new software.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Medical Office Assistant
Hanger Prosthetics & Orthotics Clinic
03.2023 - 01.2024
- Scheduling- New Patients and Referrals
- Patient check-in/Check-out-collected payments, paperwork
- Insurance Authorizations DME/ Medical Coding
- Updated patient information and insurance details for accurate electronic medical records.
- Provided prompt, polite and professional in-person and telephone customer service.
- Heavy Call Volume Inbound/Outbound call resolution and inquiries for patients and providers
- Assisted Amputees and disabled patients
CSR Insurance Coordinator
Omnicare 365 UnitedHealthcare
08.2022 - 11.2023
- Short-term Remote contract to set-up new department for Dual Medicare/Medicaid Plans
- Inbound/outbound calls to assist patients with plan options, enrollments, local resources, and set appointments
- Scheduled Appointments and set up transportation services for members
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
CSR
Insight Global Vsafe, CDC & VAERS/GDIT
08.2021 - 06.2022
- Remote position assisting callers with completing VAERS reports for adverse health events following vaccinations.
- Adhered to HIPAA guidelines while assisting callers with various questions and providing local resources
- Inbound/Outbound calls
- Quality control- reported errors in Data Entry
- Transcribed Adverse reaction reports for Doctors, Nurses, and Pharmacists.
- Also discovered an entry glitch that was creating errors in our reports prior to being sent to CDC/VAERS. This was valuable for our QA.
- Upheld strict adherence to company policies and procedures
- Assisted customers with account set-up, navigation, and follow-up in regards to the reports they gave.
Care Coordination CSR
Sierra7 Contract for UnitedHealth Group, LHI, OptumServe
05.2020 - 08.2021
- Remote position assisting callers with scheduling COVID-19 testing and Vaccination Coordination. Completed online forms over the phone. High volume calls.
- Assisted callers with various questions regarding the testing and vaccine process
- Promoted to a Subject Matter Expert assisting other employees
- When the Covid contract ended I was moved to the Federal WTC Health Care Program where I assisted First Responders and other Survivors of the 9/11/2001 tragedy scheduling appointments for continuation of care.
- Responded proactively and positively to rapid change.
- Provided local community resources, directions to testing/vaccine sites, and navigating their accounts online.
Medical Office Manager/Medical Assistant
Landfall Family Practice
09.2017 - 05.2019
- Checked patients in/out, collected co-pays, referrals, refill requests.
- Handled insurance claims, inventory, purchasing, and scheduled equipment maintenance.
- Maintained patient charts.
- Handled every function of a privately owned practice from Insurance verification, scheduling, AP/AR, Coding, and collections.
- Maintained a clean practice, room turn-over, and took patient vitals.
- Also took and processed urine for drug testing, performed nasal swab and throat cultures, A1C, and assisted in EKG. Placed Zio-patches in patients for Cardiac monitoring. Patient education on how to use and record information.
- Kept track of Inventory and Purchasing.
- Opened and closed practice.
Dermatology Office Manager
Carolina Family Medicine
05.2011 - 12.2012
- Scheduled and confirmed Appointments. Standard Front office procedures.
- Checked Patients in/out according to doctor's protocol.
- Verify Patient insurance and collect patient balances. Sold products and supplements.
- Arranged Sales meetings.
- Patient check-in taking weight, vitals, and updating charts. Trained new staff.
Legal Investigator Remote Position
America Diy, Inc
11.2002 - 06.2010
- Maintained database of criminal and accident victims for a select group of clients within New Hanover County.
- Data Entry; Retrieved reports/data from local law enforcement agencies.
- Other duties included handling advertising, attaining other various information regarding cases and interviewing potential clients by assessing their general information regarding their case and handling contracts.
Education
Medical Coding And Billing & Administration
UNCW
Wilmington, NC07.2023
Skills
- Customer Service, Medical Coding, Billing, AR/AP, Insurance Verification, Collections, Referrals
- Fast and efficient Data Entry skills- (alpha and numeric) 55wpm
- Over 18 years and advanced experience using programs: Excel, Word, Access, Outlook, PowerPoint, QuickBooks, Peachtree, Peoplesoft and EMR such as NextGen, Allscripts, EPIC, and MedNet software
- Skills include find glitches, shortcuts, and trouble-shooting/Problem solving solutions
- High-Volume inbound/outbound in Call center environment 75 or more calls within 8 hr shift
- Patient check-in/Check-out experience assisting patients, checking weight, vitals, running urine samples, AMR, Telemetry, EKG, A1C, nasal and throat swabs Assisting Providers with both Sterile/Simple procedures
- Upbeat attitude always ready to assist both patients and coworkers Often help train, demonstrate, and assist coworkers with anything from office procedures, new software, software updates, office equipment malfunction, and other technology issues
- Experience working remotely for over 20 years prior to pandemic, clinic, and Hospital setting
Affiliations
AAPC-CPC
NHA-CMAA Certified
BLS Certified
Certification
- UNCW CMAA Medical Administration, Billing, and Coding course completion July 2023.
- BLS Certification up-to-date.
- CMAA National Health Association (NHA) Certificate 2023
- American Academy of Professional Coders (AAPC) member 2023 pending CPC exam 2025
Accomplishments
- 2021 While working for Insight Global on the CDC contract, I discovered and corrected a data entry glitch that was creating errors in our reports amongst over 500+ agents taking adverse reaction reports prior to being sent to the CDC thus correcting an error that was kicking back our reports & improving our QA
- 2021 While also working for Insight Global we would have to manually enter a high number of report numbers into an Excel spreadsheet prior to making our calls. This was time consuming and they could not be copy/pasted. It slowed work-flow and call-times. I found a work-around and we were then able to copy/paste the report numbers into the spreadsheet. This saved time, eliminated a high number of data-entry errors, and increased the amount of time we could assist callers.
- 2021 Commended by two doctors on two separate occasions for how quickly and thorough I transcribed their report. One even stated “I wish you could work alongside me transcribing when I am charting” I was very proud and grateful to receive that comment!
- 2020 Sierra7/UHG Covid contract: Promoted to SME
Quote
How far you go in life depends on your being tender with the young, compassionate with the aged, sympathetic with the striving, and tolerant of the weak and strong. Because someday in your life you will have been all of these.
George Washington Carver
Timeline
Telemetry Department
Novant Hospital
02.2024 - Current
Medical Office Assistant
Hanger Prosthetics & Orthotics Clinic
03.2023 - 01.2024
CSR Insurance Coordinator
Omnicare 365 UnitedHealthcare
08.2022 - 11.2023
CSR
Insight Global Vsafe, CDC & VAERS/GDIT
08.2021 - 06.2022
Care Coordination CSR
Sierra7 Contract for UnitedHealth Group, LHI, OptumServe
05.2020 - 08.2021
Medical Office Manager/Medical Assistant
Landfall Family Practice
09.2017 - 05.2019
Dermatology Office Manager
Carolina Family Medicine
05.2011 - 12.2012
Legal Investigator Remote Position
America Diy, Inc
11.2002 - 06.2010
Medical Coding And Billing & Administration
UNCW
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