Bianca Ricks
Newport News,VA
Summary
Assisted customers with healthcare inquiries and support for over 10 years. Facilitated mental health intake and verified insurance information. Maintained compliance with HIPAA regulations and managed electronic health systems. Coordinated patient care effectively. Obtained certifications in medical billing and coding. Supported early childhood education and psychology initiatives.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Care Coordinator
Cecelia Health/CVS
09.2025 - 04.2026
- Handle inbound and outbound calls to support our members.
- Complete intake screening questionnaires with members.
- Complete audio/video initial program assessments with members.
- Conduct cold calls to pursue member engagement.
- Route inbound calls to the appropriate clinician.
- Simultaneously navigate three technology platforms (e.g. patient service center with an integrated call center, EHR system, and member-facing app).
- Assist members with scheduling appointments with clinicians.
- Provide outstanding customer service to all members.
- Compose thoughtful and personalized responses to members on a variety of topics.
Mental Health Support Specialist
Espyr
Marietta, GA
07.2021 - 09.2025
- Conduct intake assessments for clients seeking counseling services, ensuring safety and appropriate resource allocation.
- Supervise and monitor patient safety over the phone and escalate to clinicians when necessary.
- Educate families on mental health concerns and treatment options.
- Document patient encounters and maintain records using Epic EMR, ensuring full HIPAA compliance.
- Refer patients to psychiatrists or therapists for additional care.
Intake Coordinator
AmeriBen
01.2021 - 07.2022
- Coordinated precertification and case management requests with registered nurses and providers.
- Verified member insurance eligibility and benefits prior to services.
- Delivered high-quality customer service while ensuring HIPAA-compliant communication.
- Maintained documentation using Epic and internal systems.
Care Expert (Remote Project)
Whirlpool Corporation
Benton Harbor, MI
10.2019 - 04.2020
- Resolved inquiries regarding appliance deliveries and service scheduling.
- Performed account updates and billing corrections across multiple systems.
- Delivered troubleshooting support and coordinated service appointments with third-party vendors.
Customer Service Representative
HomeDepot.com
Kennesaw, GA
02.2017 - 10.2019
- Assisted customers in navigating the website, placing orders, and tracking deliveries.
- Managed post-order concerns, including returns and refunds.
- Maintained a high satisfaction score through clear communication and efficient issue resolution.
Member Services Representative
Blue KC
Kansas City, MO
11.2016 - 01.2017
- Provided plan education and benefit overviews to new members.
- Answered questions about policy coverage and insurance claims.
Customer Service Representative / Financial Associate
Alorica / UnitedHealthcare
Kennesaw, GA
03.2014 - 06.2016
- Assisted with insurance eligibility, claims, and pre-authorization status.
- Guided members in using online healthcare platforms.
- Handled insurance verifications and explained health plan options to members.
- Facilitated communication between members and healthcare providers.
Lead Preschool Teacher & Program Coordinator
Sunshine House Learning Academy
Marietta, GA
05.2013 - 02.2016
- Developed and led educational activities promoting child development.
- Coordinated school events, fundraisers, and classroom activities.
- Managed classroom operations and maintained open communication with parents.
Personal Care Agent
Always Best Care Senior Services
Chesapeake, VA
04.2012 - 05.2013
- Assisted with daily living activities and medication management.
- Maintained logs for insurance documentation and care records.
- Ensured a safe, clean environment for seniors in compliance with health standards.
Cashier / Shift Manager
KFC / Taco Bell
Norfolk, VA
03.2005 - 06.2011
- Supervised employees, created schedules, and trained new staff.
- Managed cash handling and daily financial operations.
Education
Associate degree - Elementary Education
University of Phoenix
Phoenix, AZMedical Billing and Coding Specialist
Centura College
Norfolk, VABachelor of Science - Psychology
Ashford University
San Diego, CASkills
- HIPAA Compliance
- Electronic Health Records (EHR)
- Insurance Verification & Pre-Authorizations
- Mental Health Support & Intake
- Customer Service & Conflict Resolution
- Medical Billing & Coding
- Staff Management & Training
- Communication & Interpersonal Skills
Certification
Medical Billing & Coding Specialist
Timeline
Care Coordinator
Cecelia Health/CVS
09.2025 - 04.2026
Mental Health Support Specialist
Espyr
07.2021 - 09.2025
Intake Coordinator
AmeriBen
01.2021 - 07.2022
Care Expert (Remote Project)
Whirlpool Corporation
10.2019 - 04.2020
Customer Service Representative
HomeDepot.com
02.2017 - 10.2019
Member Services Representative
Blue KC
11.2016 - 01.2017
Customer Service Representative / Financial Associate
Alorica / UnitedHealthcare
03.2014 - 06.2016
Lead Preschool Teacher & Program Coordinator
Sunshine House Learning Academy
05.2013 - 02.2016
Personal Care Agent
Always Best Care Senior Services
04.2012 - 05.2013
Cashier / Shift Manager
KFC / Taco Bell
03.2005 - 06.2011
Associate degree - Elementary Education
University of Phoenix
Medical Billing and Coding Specialist
Centura College
Bachelor of Science - Psychology
Ashford University