Jermerne

Dedicated Healthcare Professional with over 9 years of experience in patient logistics and medical coordination. Expert in HIPAA compliance and managing high-volume inbound and outbound call center operations. Proven track record in enhancing patient engagement and retention within complex healthcare diagnostics environments such as genetic testing and organ health.

Medical Service Coordinator II - ONE CALL - Jacksonville, FL

(2022-11 - 2026-01)

2 Corinthians 6:1 As God's co-workers we should not take him in vain.

• Managed high-volume inbound and outbound call center operations to efficiently coordinate and staff home health.
• Analyzed complex medical information and documentation to accurately research and code illnesses, injuries, and symptoms, ensuring clinical data integrity.
• Identified and resolved low-to-moderate level patient escalations to optimize client outcomes and maximize long-term patient retention.
• Utilized MS Excel and task management tools to organize complex workloads, ensuring 100% of follow-up items were processed according to strict timelines.
• Collaborated with insurance carriers, medical professionals, and internal stakeholders to manage claims processing, payment coordination, and treatment logistics.

Pharmacy Technician - WALGREENS - Naples, FL

(2021-01 - 2022-01)

• Managed patient and drug information using advanced pharmacy systems to process prescriptions accurately and maintain HIPAA-compliant records.
• Coordinated the training of pharmacy staff on operational systems and financial registers to streamline workflow and improve logistics efficiency.
• Delivered a distinctive and delightful customer experience to nurture patient relationships and increase scheduling conversion rates.

Care Coordinator - COSAN - Auburn, OH

(2020-01 - 2021-01)

• Collaborated with cross-organizational areas to meet the specialized needs of diagnostic clients through strategic logistics coordination.
• Identified and reported non-emergent patient concerns to providers, bridging the gap in care between office visits to ensure organ health continuity.
• Utilized CRM-integrated care management platforms, VOIP/softphone technology, and Electronic Medical Records (EMR) to optimize patient outreach.
• Maintained strict adherence to HIPAA documentation protocols for daily work logs and internal communications to ensure security of genetic testing data.
• Nurtured positive relationships with patients to drive retention, as evidenced by consistent positive feedback regarding communication and service quality.

Medical Assistant - 21ST CENTURY ONCOLOGY - Naples, FL

(2019-01 - 2020-01)

• Scheduled surgery and managed prior authorization logistics for each procedure, ensuring zero delays in patient treatment pathways.
• Managed telehealth visit scheduling during high-volume periods to maintain patient engagement and ensure continuity of care.
• Assisted Urologists in diagnostic procedures such as biopsies, applying knowledge of biological sciences to clinical documentation.
• Executed sterile clinical techniques in patient care, ensuring all protocols met strict healthcare diagnostic standards.

Medical Assistant - MILLENNIUM PHYSICIAN GROUP - Naples, FL

(2016-03 - 2018-01)

• Managed patient triage and Annual Wellness Visits for Medicare compliance, focusing on patient retention and long-term health monitoring.
• Nurtured patient trust by explaining complex treatment procedures and assisting physicians during diagnostic examinations.

BS - General Sonography - AMERICAN INSTITUTE OF HEALTH PROFESSIONS (2012-08)

OAS - X-Ray Medical Tech & Certified Medical Assistant - HERITAGE INSTITUTE (2010-05)