ERICA HARRIS
Florissant
Summary
With a team-oriented mentality and a commitment to customer satisfaction, business goals, and sales excellence. I am efficiency-driven and organized. Excellent computer skills, and telephone etiquette are required. Empathy, dependability, and enthusiasm for customer satisfaction.
Overview
10
10
years of professional experience
Work History
Complex Customer Care Representative
UnitedHealthcare
Maryland Heights
01.2024 - Current
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Coordinated referrals to appropriate medical specialists or community agencies.
- Instructed patients on policies and required actions for different types of appointments and procedures.
- Coordinated patient referrals to specialists and other healthcare services.
- Maintained comprehensive patient records, ensuring accuracy and confidentiality.
- Provided crisis intervention services during times of distress or emergency situations.
- Troubleshot and resolved complex customer service issues to enhance patient and family experience.
- Organized timely and accurate referrals to help patients obtain health care services and access available resources.
- Addressed and resolved patient concerns and complaints in a timely and empathetic manner.
- Completed insurance verifications and claim forms for patient intake and processing.
- Processed claims for payment or forwarded to appropriate personnel for further investigation
Member Service Advocate
United Healthcare
Maryland Heights
10.2021 - 03.2023
- Members were educated on plan benefits, billing, claims and appeals
- Provided primary customer support to internal and external customers in a fast-paced environment.
- Communicated with members and providers to better understand their needs and make recommendations.
- Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
- Aided members by carefully listening, identifying problems, and making recommendations based on my extensive knowledge.
- Followed all customer call guidelines, such as service levels, handling time, and productivity.
- Evaluated caller accounts in order to determine Medicare benefits, identify service needs, and resolve problems.
- Quickly and accurately answered members questions regarding plan
- Was quick to respond to potential members questions and requests.
- Medical Terminology
- Strong Communication
- Navigating Multiple Screens
Monitor Technician
Mercy Hospital St. Louis
St. Louis
12.2017 - 09.2021
- Was responsible for maintaining cardiology and pulmonary equipment.
- Maintaining responsibility for electrocardiogram monitoring, defibrillation, and cardio rehabilitation training aided the healthcare team.
- Collaborated effectively with coworkers in fast-paced, dangerous, and intense environments.
- Used specialized procedural knowledge and equipment to test and document patient cardiac activity.
- Used diagnostic imaging equipment to take contrast-enhanced radiographs of the heart and cardiovascular system.
- Used manual and automated recording devices to keep track of the results of procedures like EKGs.
- Managed heart rhythm
- Kept track of vascular data like edema, oxygen saturation, and blood pressure in order to make accurate diagnoses.
- Close eye on systolic and diastolic heart rhythms
- Communicate with nurses regarding leads
Student Recruiter
MTC Truck Driver Training
Hazelwood
10.2015 - 11.2017
- Helped students improve their educational strategies by providing clear guidance on course selection, and progression
- Solved issues, improved operations, and provided excellent customer service.
- Confirming receipt of emails from students, managers, and 3rd party clients
- Sending emails daily to keep the executive team updated on the progress of our students.
- Faxed, scanned, and laminated documents as needed.
- Answered inbound/place outbound calls to help bring in more students
Education
High School -
McCluer High School
Florissant, MO05-2014
Some College (No Degree) - Nursing
St. Louis Community College
Florissant Valley, St. LouisSkills
- Medical terminology knowledge
- Service standard compliance
- Complaint resolution
- Motivated team player
- Outstanding interpersonal skills
- Strong work ethic
- Goal-oriented
- Team building
- MS Office
- Detail-oriented
- First Aid/CPR
- Problem resolution
- Organization
- Team management
- Project organization
- Strong verbal communication
- Self-motivated
- Document scanning
- Call center operations
- High-volume call centers
- Performance metrics
- Payment processing
- Multi-line phone talent
- High-energy attitude
- Multitask
References
Available upon request.
Timeline
Complex Customer Care Representative
UnitedHealthcare
01.2024 - Current
Member Service Advocate
United Healthcare
10.2021 - 03.2023
Monitor Technician
Mercy Hospital St. Louis
12.2017 - 09.2021
Student Recruiter
MTC Truck Driver Training
10.2015 - 11.2017
High School -
McCluer High School
Some College (No Degree) - Nursing
St. Louis Community College