Hi, I’m
Erica Duncan
Columbia,MO
"A company cannot grow without, until its leaders grow within! The strength of any organization is a direct result of the strength of its leaders. Everything rises and falls on leadership".
Summary
Customer service professional with extensive experience in delivering exceptional service and surpassing expectations. Proficient in interpersonal communication, time management, and problem-solving. Seeking a challenging full-time position to apply a diverse skill set and drive for success in a dynamic work environment. Demonstrated track record of achieving outstanding results, confident in making a valuable impact and thriving in a collaborative team setting.
Overview
19
years of professional experience
Work History
University of Missouri Health System
Patient Services Representative
08.2023 - 07.2024
Job overview
- Improved patient satisfaction by efficiently managing appointment scheduling and coordinating follow-up care.
- Conducted pre-registration tasks including verifying insurance eligibility requirements were met before scheduled appointments.
- Maintained patient confidentiality by adhering to HIPAA regulations and diligently updating records as needed.
UF Health Physicians
Office Representative
06.2022 - 08.2023
Job overview
- Assisted physicians with timely completion of paperwork, allowing them to focus on providing quality patient care.
- Promoted teamwork within the office by proactively assisting colleagues when needed, fostering a supportive work environment.
- Enhanced patient satisfaction by efficiently managing appointment scheduling and check-in procedures.
Department Of Veterans Affairs - United States Government
Program Support Assistant
03.2021 - 06.2022
Job overview
- Served as primary timekeeper, personal identity verification sponsor, ADP application and Talent Management System
- Performed data analysis and generated a variety of reports using Microsoft (MS) Excel and Access.
- Performed clerical organization, answered phones and filed documentation for program manager.
Department Of Veterans Affairs - United States Government
Advanced Medical Support Assistant
03.2019 - 03.2021
Job overview
- Maintained strict compliance with HIPAA regulations, ensuring the protection of sensitive patient information.
- Promoted effective communication among medical staff by serving as a reliable liaison between physicians, nurses, and administrative personnel.
- Collaborated with interdisciplinary teams to optimize patient care and facilitate seamless transitions between departments.
Aurora At Home
Call Center Representative Specialist
01.2018 - 02.2019
Job overview
- Provided exceptional customer service through empathetic listening and proactive problem-solving techniques.
- Built rapport with customers by actively listening, clarifying needs, and expressing empathy when appropriate.
- Collaborated with cross-functional teams to ensure seamless communication and prompt issue resolution.
Aurora Medical Group
Patient Accounts Representative
01.2017 - 01.2018
Job overview
- Ensured compliance with healthcare regulations while processing claims and managing patient accounts.
- Assisted colleagues during peak periods or absences, showcasing teamwork skills while maintaining personal workload demands efficiently.
- Worked with outside entities to resolve issues with billing, claims, and payments.
Hewlet Packard
Public Assistance Eligibility Specialist
03.2009 - 05.2012
Job overview
- Enhanced program integrity by diligently verifying the accuracy of client information through various databases and third-party sources.
- Provided excellent customer service by addressing client inquiries professionally and compassionately, fostering trust between clients and the agency.
- Maintained up-to-date knowledge of federal, state, and local regulations governing public assistance programs to ensure compliance in all aspects of service delivery.
Time Warner Cable
Payment Center Lead /Call Center Team Lead
08.2005 - 02.2009
Job overview
- Responded to team support questions quickly to maintain call center efficiency.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Developed strong relationships with clients through excellent communication skills and problem-solving abilities, leading to increased trust in our services.
Education
Harold S. Vincent High School Milwaukee, WI
High School Diploma
06.1991
Skills
- Customer Service
- Active Listening
- Problem-solving abilities
- Adaptability and Flexibility
- Time management abilities
- Excellent Communication
- Safety and compliance inspections
- Teamwork and Collaboration
- Professionalism
- Multitasking Abilities
- Computer Skills
State
MO
Zip
65202
City
Columbia
Work Preference
Work Type
Full TimeWork Location
On-SiteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsPaid time offTeam Building / Company RetreatsPaid sick leave401k matchStock Options / Equity / Profit SharingAccomplishments
- Supervised team of 6 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Full Professional
Interests
Blinging out shoes
Creating bling t-shirts
Arts & Crafts
Traveling
Meeting new people from diverse cultures
Timeline
Patient Services Representative
University of Missouri Health System
08.2023 - 07.2024
Office Representative
UF Health Physicians
06.2022 - 08.2023
Program Support Assistant
Department Of Veterans Affairs - United States Government
03.2021 - 06.2022
Advanced Medical Support Assistant
Department Of Veterans Affairs - United States Government
03.2019 - 03.2021
Call Center Representative Specialist
Aurora At Home
01.2018 - 02.2019
Patient Accounts Representative
Aurora Medical Group
01.2017 - 01.2018
Public Assistance Eligibility Specialist
Hewlet Packard
03.2009 - 05.2012
Payment Center Lead /Call Center Team Lead
Time Warner Cable
08.2005 - 02.2009
Harold S. Vincent High School
High School Diploma
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