Erica Davis
Baylor Scott and White Health
Hutto,TX
19
years of professional experience
Detail-oriented patient service leader with experience training staff, coordinating referrals, and supporting busy clinic workflows. Strong in problem-solving, organization, and professionalism while keeping patient information secure and service standards high.
Work History
Patient Service Specialist Lead
4 Years 5 Months- Registered patients, verified demographics, and maintained accurate medical records in scheduling and registration systems.
- Scheduled appointments, coordinated referrals, and managed provider calendars to support smooth patient flow.
- Answered patient calls, resolved routine inquiries, and routed messages to appropriate clinical staff.
- Processed authorizations and referral requests, supporting timely access to specialty care services.
- Maintained confidentiality while handling sensitive information in accordance with privacy and organizational standards.
- Supported front desk operations, adapting quickly to workflow changes and maintaining accurate service documentation.
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
- Trained new team members on clinic procedures, fostering a welcoming and cohesive work environment.
- Managed high call volumes by efficiently triaging incoming requests to appropriate departments or personnel.
- Kept waiting areas clean and organized, creating a welcoming environment for patients during their visit.
- Increased patient loyalty through timely follow-up calls and addressing inquiries or concerns.
- Educated patients on available resources such as financial assistance programs or support groups related to their specific medical conditions.
- Stayed calm under pressure and successfully dealt with difficult situations.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Prepared and processed patient referrals and transfer requests.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
Patient Service Specialist II
6 Months- Verified insurance coverage, collected copayments, and explained financial responsibilities clearly.
- Scheduled appointments, coordinated referrals, and maintained efficient clinic flow.
- Increased patient loyalty through timely follow-up calls and addressing inquiries or concerns.
- Managed high call volumes by efficiently triaging incoming requests to appropriate departments or personnel.
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Processed medical insurance claims and payments.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Obtained payments from patients and scanned identification and insurance cards.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Performed various administrative tasks by filing, copying and faxing documents.
- Promoted a positive atmosphere within the workplace by actively participating in team meetings and consistently demonstrating professionalism in all interactions.
- Improved patient satisfaction by providing efficient and friendly service during check-ins, registrations, and scheduling appointments.
- Communicated appointment changes, test instructions, and clinic updates to patients promptly.
Detention Officer
13 Years- Supervised juvenile residents to maintain safety, security, and orderly daily routines.
- Monitored behavior and intervened promptly during conflicts using calm de-escalation techniques.
- Escorted youth to court, medical appointments, and scheduled activities following custody procedures.
- Enforced facility rules while modeling professional communication and respectful staff-resident interactions.
- Responded to emergencies and behavioral crises, coordinating appropriate support and containment measures.
- Trained incoming staff on detention procedures, safety expectations, and juvenile supervision practices.
- Processed inmates by taking photographs and fingerprinting.
- Improved facility safety by performing thorough inspections of cells, common areas, and property for contraband or damage.
- Took custody of prisoners from arresting officers to begin processing into a detention facility.
- Managed daily operations, including supervising inmate work details, meal distribution, and recreational activities.
- Maintained a safe environment for inmates and staff through effective communication and adherence to established protocols.
- Wrote daily reports and maintained logs of inmate activities and behaviors.
- Assisted in reducing incidents of violence by implementing conflict resolution strategies and de-escalation techniques.
- Physically restrained prisoners during altercations using leverage holds and legal force.
- Enhanced inmate security by conducting regular cell checks and monitoring daily activities.
- Managed visitation schedules effectively to maintain an organized flow of visitors while adhering to security requirements.
- Regularly conducted security and sanitation checks.
- Provided support to inmates by addressing their concerns promptly and professionally while maintaining facility rules and regulations.
- Inspected jail conditions and took action to rectify problems in order to meet state and federal regulations for health and safety.
- Improved facility cleanliness and orderliness, overseeing inmate work details for upkeep and maintenance.
- Ensured compliance with legal standards, meticulously documenting incidents and daily activities.
- Promoted culture of respect and dignity, enforcing anti-discrimination policies among inmates and staff.
- Made rounds at specified intervals and conducted head counts and roll calls.
- Conducted security checks of inmates and living areas.
- Investigated and responded to incidents of inmate misconduct.
- Built solid relationships with staff and residents to keep institution safe and secure.
- Established positive working relationships and maintained boundaries with resident offenders.
Intake Officer
11 Years 11 Months- Conducted intake screenings to assess referral information and determine appropriate juvenile justice response.
- Interviewed youth and families to gather case details, history, and immediate service needs.
- Provided exceptional customer service by addressing concerns and answering questions promptly and professionally.
- Prepared accurate intake records, case notes, and referral documentation for probation proceedings.
- Coordinated with officers, courts, schools, and community partners to support timely case processing.
- Applied department policies and juvenile statutes to evaluate detention, diversion, and supervision eligibility.
- Verified demographic, offense, and custody information to maintain complete and compliant case files.
- Trained new staff on intake procedures, records standards, and confidential information handling.
- Improved intake workflow by identifying process gaps and reinforcing consistent case routing practices.
Education
High School Diploma
Associate of Science - Criminal Justice
Skills
Insurance verification
HIPAA compliance
Patient confidentiality
Insurance authorizations
Medical terminology
Customer service
Customer follow-up
Interpersonal communication
Multitasking and organization
Attention to detail
Conflict resolution
Problem-solving
Decision-making
Time management
Verbal and written communication
Teamwork and collaboration
Team dynamics
Friendly and outgoing
Timeline
Patient Service Specialist Lead
Baylor Scott and White Health
05.2022 - CurrentRead More
Patient Service Specialist II
Baylor Scott and White Clinic
11.2021 - 05.2022Read More
Detention Officer
Travis County Juvenile Probation Department
01.2009 - 01.2022Read More
Intake Officer
Travis County Juvenile Probation Department
12.2007 - 11.2019Read More
Austin Community College
Associate of Science from Criminal Justice
Read More
Elgin High
High School Diploma
Read More