Erica Anderson
Houston
Summary
Dynamic customer service professional with a proven track record at Elevance Health, excelling in problem resolution and active listening. Enhanced first-call resolution rates and improved customer satisfaction through effective communication and critical thinking. Skilled in data entry and managing sensitive information, ensuring compliance and accuracy in all interactions.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Elevance Health
09.2023 - Current
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
Revenue Cycle Specialist
Altas Houston Hospital
12.2022 - 09.2023
- Managed insurance verification processes to ensure accurate coverage and timely claims submission.
- Analyzed patient accounts to identify billing discrepancies and resolve issues promptly.
- Implemented process improvements that enhanced revenue cycle efficiency and reduced denial rates.
- Increased revenue by identifying and resolving billing errors in a timely manner.
- Enhanced customer satisfaction by promptly addressing and resolving billing disputes.
Customer Service Representative
Aetna
04.2019 - 12.2022
- Delivered consistent support during high-volume periods, ensuring customer satisfaction remained a priority.
- Identified recurring issues and recommended solutions to enhance service delivery and customer experience.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Education
High School Diploma -
Houston Community College
Houston, TXSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
Timeline
Customer Service Representative
Elevance Health
09.2023 - Current
Revenue Cycle Specialist
Altas Houston Hospital
12.2022 - 09.2023
Customer Service Representative
Aetna
04.2019 - 12.2022
High School Diploma -
Houston Community College
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