Jessie Feather

Experience

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  ScribeAmerica

  Oct 2014 - Jul 2016

  Medical Scribe
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  Spectrum Optical LLC

  Dec 2016 - Feb 2020

  Optical Technician, Front Desk Receptionist

  Multitask time between all departments on a daily basis Troubleshooting medical equipment and collaboration with equipment techniciansPerformed appointment pre-testing for up to 40 patients per day Filled glasses prescriptions Filled contact lens prescriptions, upsold to yearly packages vs monthly Proficient in OD Link, EMR to record patient data

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  ScribeAmerica

  Aug 2017 - Jan 2020

  Chief Medical Scribe

  - 3 year client retention- Recruiting, interviewing, and hiring for the scribe team- Guiding scribes into leadership positions - Frequent communication with department director and physicians- Lead of multiple implementations of documentation protocols- Frequent collaboration with department director regarding documentation- Document medical history of over 2000 patients. Records including CC, HPI, ROS, PMHx, Exam, Consults, Labs/Radiology and Disposition- I managed a group of 12-15 medical scribes.- Use the Cerner EMR system to record patients medical data, care plans, and diagnosis.- Work directly with hospital IT to implement EMR changes to Cerner DinDoc andLaunchpoint.- Document treatment protocols in a fast-paced emergency room environment.- Monitor patient medical charts and recognize data discrepancies.- Report medical data discrepancies to physicians.- Completed the program recruiting, interviewing, client satisfaction, scheduling, quality control, anddaily program management. Show less

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  Klara

  Jan 2021 - Apr 2021

  Customer Success Associate

  - Collaborated with marketing around Klara feature releases- Collected information from clients around bugs and product feedback- Collaborated with product and engineering regarding feature improvements- Managed 20+ customers through a feature implementation- Managed 75+ support tickets a day

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  TeamSupport

  Jun 2021 - Aug 2024

  Customer Success Manager

  - Expert at analyzing data to identify trends and track client KPI progress throughout the year- Presented and led data-based KPI discussions during quarterly or yearly business reviews - Lead discover discussions regarding client's internal processes, business customer experience expectations, API connections, data transfer and storage, and client KPIs - Proactively facilitate strategic recurring meetings with key decision-makers toensure the delivery of value, align on initiatives, establish timelines aligned with businessneeds. - Engaged inactive customers, evaluate overall health, and identify churn or upsell/expansionopportunities- Utilized in-depth product knowledge to craft strategic, long-term expansion plans forhigh-value growth accounts- Collaborated closely with the marketing team to coordinate feature releases, and ensureseamless communication and optimal customer engagement- Designed and executed educational webinars for clients, enhancing their understanding ofour products - Facilitated efficient communication with the product team, conveying customer feedbackon features to drive continuous improvement- Managed client expectations by aligning them with the product roadmap, simultaneouslyadvocating for customer-specific feature requirements- Restructured onboarding process to increase adoption and completed onboarding for several customers Show less