Erica Stevenson
St Louis
Summary
Results-driven professional with strong expertise in HIPAA compliance and insurance verification. Proven ability to streamline processes and enhance patient satisfaction through effective problem-solving and leadership.
Dynamic team leader with over 10 years of experience in healthcare operations. Skilled in training and mentoring staff to achieve exceptional customer service and operational efficiency. Committed to fostering a positive workplace culture and improving patient access.
Healthcare professional with proven ability to enhance patient access services and streamline administrative processes. Adept at working collaboratively in team environment and achieving high-quality results. Known for reliability and adaptability, with strong skills in communication and conflict resolution.
Overview
21
21
years of professional experience
Work History
Lead Patient Access Representative
Saint Louis University Hospital
St Louis, MO
03.2024 - Current
- Managed patient registration processes to ensure accurate data collection and compliance with healthcare regulations.
- Mentored staff on best practices for patient access and customer service excellence.
- Trained and mentored new staff on patient access protocols, enhancing team efficiency and service quality.
- Coordinated insurance verification procedures, reducing claim denials through meticulous attention to detail.
- Streamlined appointment scheduling systems, improving patient flow and optimizing resource allocation.
- Analyzed patient feedback to identify areas for service enhancement, contributing to overall patient satisfaction initiatives.
- Collaborated with clinical teams to address patient inquiries, fostering a supportive environment for care delivery.
- Facilitated strong communication and collaboration within the department by organizing regular team meetings and initiating open discussions on areas of concern or potential improvement.
- Reduced wait times for patients through efficient scheduling and coordination with clinical staff.
- Managed high call volumes effectively while maintaining a positive attitude and professional demeanor at all times.
- Promoted a positive workplace culture by demonstrating respect, empathy, and professionalism in all interactions with patients, colleagues, and other stakeholders.
- Oversaw patient registration processes, ensuring compliance with healthcare regulations and organizational policies.
Team Leader Manager
Sam's Club
St Louis, MO
05.2013 - 08.2025
- Led cross-functional teams to enhance operational efficiency and customer satisfaction.
- Developed training programs to improve staff performance and retention rates.
- Implemented inventory management strategies to optimize stock levels and reduce waste.
- Analyzed sales data to identify trends and inform strategic decision-making processes.
- Coordinated team schedules to ensure optimal coverage during peak hours.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Established a culture of accountability within the team, resulting in higher levels of individual responsibility towards achieving organizational goals.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Empowered employees to take ownership of their roles by delegating tasks appropriately, resulting in heightened job satisfaction.
- Boosted employee morale through regular recognition of outstanding work and providing opportunities for professional growth.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Enhanced problem-solving skills within the team through facilitating brainstorming sessions and encouraging creative thinking.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Medical Receptionist
Des Peres Hospital
St Louis, MO
01.2005 - 08.2009
- Managed patient check-ins and appointment scheduling using electronic health records system.
- Coordinated communication between patients and healthcare providers to ensure seamless care delivery.
- Assisted in maintaining accurate patient records and filing systems for efficient retrieval.
- Streamlined front desk operations, enhancing patient flow and reducing wait times.
- Trained new staff on office procedures and use of medical software applications.
- Helped patients complete necessary medical forms and documentation.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Transcribed phone messages and relayed to appropriate personnel.
Education
Certificate -
Missouri College
MO04-2006
High School Diploma -
Webster Groves High School
St Louis, MO05-2002
Skills
- HIPAA compliance
- Insurance verification expertise
- Adaptable to change
- Effective problem solving
- Training and mentoring
- Appointment scheduling
- Strong leadership
- Customer service
- Friendly and outgoing
- Team leadership
- Money handling
- Patient check-in
- Registration and admissions
- Phone and email etiquette
- Patient registration
- Medical terminology
- Policy understanding
- Payment processing
- Records maintenance
Timeline
Lead Patient Access Representative
Saint Louis University Hospital
03.2024 - Current
Team Leader Manager
Sam's Club
05.2013 - 08.2025
Medical Receptionist
Des Peres Hospital
01.2005 - 08.2009
Certificate -
Missouri College
High School Diploma -
Webster Groves High School