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
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
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
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
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
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
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
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
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
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
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
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