JESYCA FERGUSON
Lone Tree,CO
Summary
Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects and meet goals expeditiously. Skilled in teaching new concepts, interpersonal skills and best practice strategies.
Overview
11
11
years of professional experience
1
1
Certification
Work History
SUPERVISOR CLINIC OPERATIONS (Hybrid)
UCHealth University Of Colorado Hospital
11.2021 - Current
- Maintain professional working relationships and promote open lines of communication with 18 direct report agents in high volume (over 80 incoming calls per agent daily) contact center.
- Team development: participate in team recruiting, hiring, coaching, and performance management processes
- Constructed specific programs to outline processes and resources for trainers to onboard new agents for their role
- Created training materials that have been implemented department wide to support agent understanding of call control strategies
- Ensure agents are meeting determined metrics including: call answer rates, average handle times, after call wrap time rates, call quality scores and adherence for obstetrics, gynecology and gastroenterology divisions across state.
- Real time call monitoring and coaching for quality assurance and patient satisfaction
- Proctor monthly optimization meetings with specialty clinics and providers serviced by Patient Line department
- Perform quarterly leadership rounding in clinics to strengthen communication and relationships between clinical staff and Patient Line department
- Fulfills duties as required to meet departmental service standards when staffing is short or high call volumes
- Daily use of Microsoft Teams, Excel spreadsheets, Microsoft Outlook, PowerPoint and Office Suite for role
- Resolve patient escalation requests, equipment breakdowns, submit IT requests and schedule changes with timely communications to all stakeholders
- Coordinate department's social and cross training committees
- Work closely with Work Force Management team to help deliver exceptional patient experiences and achieve overall business objectives by improving productivity and performance reporting.
- Enhanced operational efficiency by streamlining processes and implementing best practices in workplace.
- Established clear expectations for team members, fostering positive work environment through open communication and accountability.
CARE SPECIALIST II
Alto Pharmaceuticals
02.2021 - 11.2021
- Handled over 100 patient inbound/outbound calls daily for scheduling deliveries of medications and triaging to appropriate specialty channels if more assistance is needed
- Created patient accounts and data entry of demographics, payment methods and coordination of benefits
- Troubleshoot billing issues to move prescription forward to delivery stage
- Contacted insurance and providers as necessary to resolve any authorization issues that arise with patient's prescription claims
- Worked patient messaging queue to answer questions about deliveries, prior authorization statuses, billing issues, routing clinical questions to pharmacists to assist
- Promoted to patient escalations team within 6 months
CLINIC OFFICE MANAGER
Critical Care and Pulmonary Consultants (Hybrid)
08.2020 - 12.2020
- Management of daily operations for three high volume locations; check in and check out receptionist operations, two medical records specialist, chart prep, workflow of seven medical assistants and three medical schedulers.
- Support for respiratory therapists team and 25 providers with scheduling template opening and closures, bump lists, schedule consolidation and Telehealth processes during COVID-19 spikes
- Coordination with hospital schedules as necessary
- Appointment tracking and productivity reports
- Responsible for medical supplies orders and invoice reconciliation
- Copay log process and cash handling at EOD
- Submitting vaccine reports to state
- Meeting arrangements and sample orders between pharmaceutical and DME reps with providers
- Assisted with new phone system implementation process
- Working directly with director of operations, billing manager and finance manager to collaborate on processes to help improve and ensure functional workflow and processes
- Developed and maintained computerized record management systems to store and process data such as personnel activities and information
- Recommended renovations in unit to improve patient flow and processes
- Recruited, hired and trained top-quality candidates to elevate team's performance and long-term success
- Timecard edits, approval and submissions as well as time off requests
- Collaborated with four outside partnering facilities to coordinate care for specialized cancer patients with complex scheduling needs.
- Reduced wait times for appointments by implementing efficient scheduling system and optimizing staff workload distribution.
- Enhanced team morale through regular performance evaluations, constructive feedback, and tailored professional development plans.
- Secured high rate of patient satisfaction by establishing strong rapport, addressing concerns promptly, and providing personalized care experiences.
SUPERVISOR CLINIC OPERATIONS
CU Specialty Care at Highlands Ranch Pavilion/ UCHealth
03.2019 - 08.2020
- Charged in handling front end operations for gastroenterology, general surgery, breast surgery, cardiology, endocrinology, interventional radiology, plastic surgery, orthopedic surgery specialty clinics for UCH Highlands Ranch pavilion
- Daily productivity reports
- Call logs and patient call reports
- Weekly office and medical supply orders
- Coding and reconciliation of vendor invoices for multiple clinics
- Employee time clock authorizations
- Provider scheduling templates and creating appointment specific blocking patterns
- Disciplinary action and coaching
- Stood in as interim surgery scheduler for two high volume plastic surgeons for four months along side of supervisor duties
- During this time, worked with several other surgical schedulers and facilities to ensure coordination of OR blocks and surgeon schedules for procedures
- Support management team to monitor and report physician RVU, financial productivity and performance
- Advocated ongoing quality improvement within physician clinics
- Assisted with implementation and orientation processes for new practices in cooperation with management team for pavilion.
PATIENT CARE COORDINATOR
CU Rocky Mountain OBGYN
02.2018 - 02.2019
- Took approximately 80 to 100 inbound calls from patients wanting to schedule OB-GYN consultations/appointments or that have appointment inquiries
- Transferred to doctors or MA if needed
- Made outbound calls, following up on potential scheduling leads
- Thorough documentation of phone conversations and patient messages for appropriate recipient
- Resolved patient or office issues regarding scheduling information
- Handled assigned doctor's schedules and templates
- Able to multi-task between calls, multiple screens and pages for required information to complete requests.
SCHEDULING COORDINATOR
Redspot Interactive
05.2016 - 12.2017
- Company was responsible for handling up to 85 different plastic surgery, dermatology, dental and other multi specialty practices through remote scheduling with various scheduling systems, taking inbound calls from potential patients wanting to schedule consultations, needing pricing and information for services rendered
- Resolve patient or office issues regarding scheduling or pricing
- Multi-task between calls, multiple screens and pages for required information to complete requests
- Continuously learning new scheduling systems for client practices to be able to efficiently handle calls and schedule consults
- Took new referrals and scheduled best matches between clients and service providers
- Reviewed existing calendars to add new events and avoid overbooking
- Streamlined communication between departments for improved schedule adherence and reduced conflicts.
PHARMACY TECHNICIAN
St. Lucie Pharmacy
10.2012 - 04.2016
- Coordinated verification and filling of more than 400 daily prescriptions in high-volume pharmacy environment.
- Typing, filling and dispensing of medications for pharmacist review
- Prescription prior authorizations and denial reconciliations
- Operating point of sale station and assisting with customer consultations
- Received inbound and placed outbound calls to patients regarding medication refill status
- Place daily orders and manage OTC inventory
- Handled monthly expired medication audits and shipping back to manufacturers
- Key holder: opening and closing of pharmacy on weekend shifts.
- Delivered medication orders to patients within 15 mile radius of pharmacy location.
Education
Bachelor of Science - Healthcare Management
Colorado Technical University
Colorado Springs, CO04.2026
Associate of Science - Nursing
Indian River State College
Ft. Pierce, FL05.2014
High School Diploma -
Home School
Stuart, FL05.2006
Skills
- Medical office management
- Training and new employee on boarding
- EMR Hospital Systems Experience
- Excel
- Microsoft Office
- Over 16 years of customer service experience
- Reporting and Data Analysis
- De-escalation tactics
- Surgical scheduling
- Benefits coordination
- Work Force Management experience
- Inventory Specialist
- Recruiting
- Prior Authorizations (medicinal and surgical)
Certification
- Art of Leadership certification
- Certified Pharmacy Technician
References
References available upon request
Timeline
SUPERVISOR CLINIC OPERATIONS (Hybrid)
UCHealth University Of Colorado Hospital
11.2021 - Current
CARE SPECIALIST II
Alto Pharmaceuticals
02.2021 - 11.2021
CLINIC OFFICE MANAGER
Critical Care and Pulmonary Consultants (Hybrid)
08.2020 - 12.2020
SUPERVISOR CLINIC OPERATIONS
CU Specialty Care at Highlands Ranch Pavilion/ UCHealth
03.2019 - 08.2020
PATIENT CARE COORDINATOR
CU Rocky Mountain OBGYN
02.2018 - 02.2019
SCHEDULING COORDINATOR
Redspot Interactive
05.2016 - 12.2017
PHARMACY TECHNICIAN
St. Lucie Pharmacy
10.2012 - 04.2016
Bachelor of Science - Healthcare Management
Colorado Technical University
Associate of Science - Nursing
Indian River State College
High School Diploma -
Home School