Erika Smith
Loganville
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
20
20
years of professional experience
Work History
Administrative Assistant
Davita
10.2017 - Current
- Billing & coding Submissions
- Coordinated prior authorization requests with healthcare providers and insurance companies to ensure timely approvals
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Initiates, monitors, and discontinues dialysis per written policies, procedures, and standards of care.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Implemented electronic health record (EHR) systems to enhance data accuracy and retrieval speed.
- Handled sensitive patient information with discretion, adhering to strict HIPAA guidelines and safeguarding privacy at all times.
- Monitored vital signs and laboratory results, responding promptly to any changes in patient condition.
- Administered dialysis treatments, ensuring patient safety and comfort throughout procedures.
Customer Service Representative
Valvoline Instant Oil
09.2010 - 10.2017
- Managed high-volume call traffic while maintaining quality service standards.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Enhanced customer experience by offering post-repair support services such as follow-up calls or additional troubleshooting assistance when needed.
Customer Service Representative
D.Miller
03.2006 - 08.2010
- Reduced turnaround times for medical reports through consistent attention to detail and efficient typing skills.
- Managed high-volume inbound calls, ensuring prompt and efficient customer service.
- Trained new team members on call handling procedures and best practices to uphold quality standards.
- Delivered comprehensive instruction on medical billing and coding practices, resulting in increased student proficiency.
- Drafted and reviewed legal documents for accuracy and compliance with regulations.
- Conducted legal research to support case preparation and strategy development.
- Coordinated prior authorization requests with healthcare providers and insurance companies to ensure timely approvals.
Education
High School Diploma -
Monroe Area High School
Monroe, GA01.2005
Associate of Arts - Communications
DeVry University
06-2012
Skills
- 7 years of health care
- 10 years of Microsoft office experience (word, excel, power point, outlook)
- 6 years of medical billing, coding and prior authorization
- 10 years of significant customer service skill of team management
- Working with healthcare applications (EMR, EHR, Falcon, Reggie, Snappy, CWOW)
- Inbound & Outbound call center operations
- 55 WPM
Timeline
Administrative Assistant
Davita
10.2017 - Current
Customer Service Representative
Valvoline Instant Oil
09.2010 - 10.2017
Customer Service Representative
D.Miller
03.2006 - 08.2010
High School Diploma -
Monroe Area High School
Associate of Arts - Communications
DeVry University