Erin Hodges
Wentzville,MO
Summary
Highly skilled and enthusiastic professional with more than 16 years in Healthcare including medical offices and insurance. Successfully oversee human resources, budgeting, supply management and patient services. Develop and lead productive and efficient office and claims staff. Contribute to high-volume medical practices by providing exceptional customer service.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Claims Team Lead
GeoBlue
10.2023 - Current
- Assist management with oversight on daily inventory, turnaround time and KPI's ensuring that all objectives were met
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Skilled at working independently and collaboratively
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Passionate about learning and committed to continual improvement.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Mentored and coached 12 claims analysts
Claim Benefit Specialist/ Operations Manager
Aetna, a CVS Health Company
01.2022 - 09.2023
- Spearheaded system improvements that led to more efficient data entry processes and reduced errors in claims management.
- Calculated adjustments, premiums and refunds.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Streamlined communication between departments, fostering collaboration for faster claim resolutions.
- Identified fraudulent claims by thoroughly analyzing documentation, preventing financial losses
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Enhanced claim processing efficiency by streamlining workflows and implementing best practices.
- Adjudicated between 80-100 foreign and domestic insurance claims per day
Medical Assistant
West County Spine and Sports Medicine
10.2018 - 12.2021
- Assisted in development of clinic policies and procedures to ensure compliance with industry standards and regulations.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Obtained client medical history, medication information, symptoms, and allergies.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
- Streamlined office operations by managing inventory levels, ordering supplies, and organizing storage areas.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Applied official coding conventions and rules from American Medical Association and Centers for Medicare and Medicaid Services to assign diagnostic codes.
- Worked closely with physicians to accurately assign ICD-10 diagnostic codes for optimal reimbursement rates from insurance companies.
Customer Engagement Manager / Renewals Manager
Ignite Technologies
09.2016 - 12.2017
- Implemented systems and procedures to increase sales.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Oversaw the development of an online community platform, fostering stronger connections between customers and the brand.
- Worked closely alongside other departments-sales/marketing/IT-ensuring seamless information sharing and collaboration towards common goals.
- Conducted regular staff training sessions on best practices in customer engagement, improving overall team performance and communication skills.
- Drove sales by developing multi-million dollar contract sales.
Remote Customer Service Representative
Sitel, Inc
06.2015 - 09.2016
- Created new processes and systems for increasing customer service satisfaction
- Cross-trained and provided back-up for others when needed
- Achieved high sales percentages of 65% with consultative, value-focused customer service approach
- Developed highly empathetic client relationships
- Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives
- Owned team productivity metrics
Medical Assistant & Secretary
BJC HealthCare
01.2011 - 06.2013
- Observed and documented patient status and reported patient complaints
- Read and recorded temperature, pulse and respiration
- Completed and submitted clinical documentation in accordance with agency guidelines
- Prepared patient rooms prior to arrival
- Collected urine and fecal samples
- Performed routine tests such as: urine dipstick, vision and hearing
- Provided necessary supplies, support and assistance to medical staff and patients for unit specific procedures
- Recorded and filed patient data and medical records
- Carefully reviewed medical records for accuracy and completion as required by insurance providers
- Strictly followed all federal and state guidelines for release of information
- Carefully coded disease and injury diagnoses, acuity of care and procedures in inpatient setting.
Remote Coach and Resolution Specialist
Convergys Corporation
02.2006 - 07.2011
- Monitored daily activities of customer support teams consisting of 40 remote agents
- Developed, implemented and monitored programs to maximize customer satisfaction
- Provided high level of product and leadership support
- Resolved customer questions, issues and complaints
- Developed and implemented policies, procedures and processes to improve retention rates
- Generated and distributed daily reports and performed agent evaluations.
- Improved customer satisfaction results by 10%
Education
Associate of Science in Business Administration -
Colorado Technical University
Colorado Springs, CO04.2024
Certificate of Completion in Clinical Medical Assisting -
San Joaquin Valley College
Visalia, CA01.2007
Skills
- CLIENT RELATIONS
- Leadership
- Process/Continuous Improvement
- Negotiation and Conflict Resolution
- Problem-Solving
- Customer Relationship Management (CRM)
- Technical Proficiency
- Analytical and Critical Thinking
Certification
- CPR Certification, 05/01/22, 05/01/28
- Driver's License, 05/01/22, 05/01/28
- First Aid Certification, 06/01/21, Present
Additional Information
I enjoy working with the elderly and have a passion for them and always have a smile on my face.
Timeline
Claims Team Lead
GeoBlue
10.2023 - Current
Claim Benefit Specialist/ Operations Manager
Aetna, a CVS Health Company
01.2022 - 09.2023
Medical Assistant
West County Spine and Sports Medicine
10.2018 - 12.2021
Customer Engagement Manager / Renewals Manager
Ignite Technologies
09.2016 - 12.2017
Remote Customer Service Representative
Sitel, Inc
06.2015 - 09.2016
Medical Assistant & Secretary
BJC HealthCare
01.2011 - 06.2013
Remote Coach and Resolution Specialist
Convergys Corporation
02.2006 - 07.2011
Associate of Science in Business Administration -
Colorado Technical University
Certificate of Completion in Clinical Medical Assisting -
San Joaquin Valley College