JEANNETTE FONDREN
Taylor
Summary
Dedicated healthcare professional and licensed insurance agent with 10+ years of experience optimizing outpatient registration, appointment scheduling, and insurance verification. Expertise in EHR and CRM systems, ICD-10 coding, and revenue cycle workflows enhances patient care delivery. Proactive customer service and goal-oriented that has proven ability to resolve issues efficiently and support seamless operations in high-volume healthcare environments and remote call-centers.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Property and Casualty Insurance Agent- Remote
TTEC
06.2026 - Current
- Resolved high-volume inbound inquiries regarding accounts, billing, services, and insurance to enhance customer experience.
- Investigate customer records across multiple systems, clarify policies and procedures, and deliver accurate resolutions or timely escalations.
- Recorded customer interactions and service outcomes with precision, ensuring adherence to productivity and quality standards reflected in MSATs surveys.
- De-escalated complex concerns through empathy and active listening, fostering positive customer relationships.
- Adapt rapidly to evolving procedures, software platforms, and client requirements in a fast-paced remote call-center environment.
Operations Customer Expert I - Remote
Teleperformance USA
Salt Lake City, UT
10.2025 - 02.2026
- Managed 60-90 inbound calls daily to address account, billing, policy, service, and customer support needs across multiple software platforms, ensuring customer inquiries were resolved efficiently.
- Researched customer records and explained account information and policies, delivering timely resolutions and appropriate escalations to enhance customer satisfaction.
- Accurately documented interactions in Conversant while consistently meeting productivity, quality, and customer satisfaction standards as indicated by graded MSATs surveys.
Life Insurance Producer - Remote
Globe Life American Income
Jackson, MS
07.2025 - 10.2025
- Conducted 150+ outbound calls daily and assessed customer needs to recommend tailored insurance coverage.
- Educated customers on benefits, premiums, payment options, and coverage details; prepared accurate quotes and facilitated policy issuance.
- Established payment methods and completed documentation while ensuring compliance with insurance regulations and company procedures.
Patient Experience Coordinator
Athletico Physical Therapy
Oxford, MS
06.2022 - 07.2025
- Coordinated patient access and front-desk operations in a high-volume outpatient clinic, managing calls, referrals, scheduling, registration, and daily patient flow.
- Registered patients and accurately entered demographics, insurance information, medical documentation, and appointment details into EHR systems.
- Verified insurance eligibility and benefits, secured prior authorizations, and communicated coverage requirements to ensure timely patient care.
- Collected deductibles, copayments, and outstanding balances while clearly explaining payment expectations and available options to enhance patient understanding.
- Protected confidential patient records and delivered professional service to patients, families, providers, and insurance representatives.
- Received performance recognition and bonuses for achieving consistent high-quality patient service.
Billing and Insurance Revenue Cycle Coordinator
Life Dental Group
Oxford, MS
04.2022 - 06.2022
- Audited patient accounts for billing errors, missing information, coding discrepancies, and documentation gaps; coordinated corrections to enhance claim accuracy, resulting in improved reimbursement rates.
- Pursued denied, delayed, and outstanding claims with insurance carriers, strengthening follow-up and supporting timely reimbursement.
- Updated account records and collaborated with internal teams to resolve insurance and billing issues, ensuring timely resolution and minimizing delays.
Business Office Specialist
Oxford Outpatient Center, LLC
Oxford, MS
10.2018 - 03.2022
- Admitted and discharged patients, ensuring accurate collection and entry of identification, insurance, demographic, and required documentation to facilitate smooth processing.
- Verified coverage and updated coordination of benefits, deductibles, copayments, and premium information to support accurate billing and claims processing.
- Collected patient balances and established payment plans, guiding patients through financing options to improve account resolution.
- Managed high-volume calls, resolved patient account questions, and connected patients with appropriate departments and resources.
- Managed high-volume calls, resolving patient account questions and connecting patients with appropriate departments to enhance service delivery.
Retail Sales Representative
The Revenue Optimization Company
Oxford, MS
05.2018 - 10.2018
- Guided customers in selecting cellular accounts, products, and plans, ensuring accurate transaction processing through POS systems.
- Resolved customer concerns by phone and in person, leveraging knowledge of promotions, payment policies, exchanges, and security procedures to enhance customer satisfaction.
Medical Representative Collector
Jacob Law Group PLLC
Oxford, MS
10.2017 - 02.2018
- Reviewed medical accounts, contacted customers about delinquent balances, and negotiated payment arrangements to facilitate timely settlements.
- Monitored assigned accounts and maintained detailed notes, preparing correspondence to streamline collection and resolution processes.
Business Development Consultant
Cannon Nissan of Oxford
Oxford, MS
10.2016 - 09.2017
- Completed 150+ outbound calls daily, scheduled appointments, and followed up to advance sales opportunities and enhance customer engagement.
- Identified customer needs and documented interactions to achieve commission- and bonus-based performance goals.
Front Desk Clerk
Hampton Inn
Oxford, MS
06.2014 - 04.2015
- Executed check-in, check-out, reservations, guest account management, phone support, payment processing, and special service requests.
- Coordinated with housekeeping and verified group reservations to streamline arrivals and enhance guest satisfaction.
- Managed guest check-ins and check-outs efficiently, ensuring seamless front desk operations.
- Assisted guests with inquiries, providing prompt and accurate information to enhance customer satisfaction.
- Coordinated room assignments and maintained accurate reservation records using property management systems.
Cashier
Dollar Tree
Oxford, MS
11.2012 - 04.2013
- Provided customer service, processed cash and card transactions, maintained accurate cash-drawer balances to ensure smooth checkout experiences.
Direct Care Worker
North Mississippi Regional Center
Oxford, MS
11.2006 - 04.2012
- Assisted clients in daily routines, transportation, community activities, and safety protocols to enhance independence and quality of life.
- Recorded care information accurately while offering individualized encouragement and emotional support to foster a respectful caregiving environment.
Education
Bachelor of Business Administration - Business Management Information Systems
University of Mississippi
University, MS05-2015
High School Diploma - undefined
Lafayette High School
Oxford, MS05-2004
Skills
- Appointment Management
- Insurance verification
- Revenue Cycle Management
- Claims Processing
- Insurance Policy Management
- Client Account Management
- Benefit Coordination
- Payment Collection
- CRM Software Proficiency
- Insurance Terminology
- Call Center Operations
- Client Relations
- Transaction Processing
Patient access coordination
- Data Tracking
- Data Entry and Records Management
- Problem solving
- Time management
- Microsoft Office Suite
- Strong Written and Verbal Communication
- High-volume call management
- Client Support Services
- Claims support
- Communication skills
- Confidentiality Compliance
- Dependable team member
- Goal-oriented mindset
Certification
Personal Lines Insurance Producer License – Active
Timeline
Property and Casualty Insurance Agent- Remote
TTEC
06.2026 - Current
Operations Customer Expert I - Remote
Teleperformance USA
10.2025 - 02.2026
Life Insurance Producer - Remote
Globe Life American Income
07.2025 - 10.2025
Patient Experience Coordinator
Athletico Physical Therapy
06.2022 - 07.2025
Billing and Insurance Revenue Cycle Coordinator
Life Dental Group
04.2022 - 06.2022
Business Office Specialist
Oxford Outpatient Center, LLC
10.2018 - 03.2022
Retail Sales Representative
The Revenue Optimization Company
05.2018 - 10.2018
Medical Representative Collector
Jacob Law Group PLLC
10.2017 - 02.2018
Business Development Consultant
Cannon Nissan of Oxford
10.2016 - 09.2017
Front Desk Clerk
Hampton Inn
06.2014 - 04.2015
Cashier
Dollar Tree
11.2012 - 04.2013
Direct Care Worker
North Mississippi Regional Center
11.2006 - 04.2012
High School Diploma - undefined
Lafayette High School
Bachelor of Business Administration - Business Management Information Systems
University of Mississippi