Erica Freeman
Bossier City,LA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
16
16
years of professional experience
Work History
Patient Advocate Representative
CCS Medical
10.2022 - 01.2024
- Obtain and process authorizations for patients diabetic supply reorders.
- Resolve patients issues and ensures accurate reorder processing via phone, document processing, medical record validation and CRM research.
- Audits configuration of supplies based on supporting documentation, formulary requirements and manufacturer capabilities.
- Follow all Medicare, Medicaid, HIPAA, and Private Insurance regulations and requirements.
Customer Service Specialist 2
General Dynamics IT
02.2019 - 10.2022
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Resolved disputes by conducting thorough investigations and analyzing evidence.
- Managed a caseload of multiple disputes simultaneously, prioritizing tasks to meet deadlines efficiently.
- Assisted in the development and implementation of new policies and procedures related to dispute management.
Member Service Representative
Teleperformance USA
12.2017 - 02.2019
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Opened new accounts and served existing customers based on individual financial needs.
- Created friendly connections and developed rapport with customers by providing outstanding, personalized service.
- Assisted members in managing online services and achieving daily banking needs.
Phlebotomist
Willis Knighton Medical Center
05.2016 - 12.2017
- Improved patient comfort by efficiently drawing blood samples using various techniques such as venipuncture and capillary puncture.
- Enhanced patient experience through compassionate care and communication during blood draw procedures.
- Maintained a high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
- Assisted in streamlining the specimen processing workflow for increased efficiency and reduced wait times for patients.
Clinical Assistant
Ochsner LSU Health
10.2013 - 05.2016
- Interacted closely with practitioners, nurses and patients and used effective interpersonal, active listening and communication skills.
- Assisted patients with basic care and provided excellent service. Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
- Educated patients about medications, procedures and physician's instructions.
- Collected forms, copied insurance cards and coordinated patient information for billing and insurance processing
Administrative Coordinator 2
LSU Medical Center
10.2007 - 10.2013
- Improved patient care by efficiently managing medical supply inventory and timely distribution.
- Streamlined medical supply ordering process to reduce waste and save costs for the facility.
- Maintained a clean and organized storage area, ensuring easy access to medical supplies when needed.
- Implemented a more effective system for tracking expiration dates, reducing instances of expired products being used in patient care.
Education
Phlebotomy
Bossier Parish Community College
Bossier City, LA05.2016
Data Processing
Commercial College
Shreveport, LA12.1995
Skills
- Appointment Scheduling
- Multitasking and Organization
- Customer Service
- HIPAA Compliance
- Insurance Verification
- Medical Terminology
- Problem-Solving
- Payment Processing
- Excellent Communication
- Patient Advocacy
- Active listening
- MS Office
- Scheduling
- Data Entry
- Call Center Operations
- Computer Proficiency
Timeline
Patient Advocate Representative
CCS Medical
10.2022 - 01.2024
Customer Service Specialist 2
General Dynamics IT
02.2019 - 10.2022
Member Service Representative
Teleperformance USA
12.2017 - 02.2019
Phlebotomist
Willis Knighton Medical Center
05.2016 - 12.2017
Clinical Assistant
Ochsner LSU Health
10.2013 - 05.2016
Administrative Coordinator 2
LSU Medical Center
10.2007 - 10.2013
Phlebotomy
Bossier Parish Community College
Data Processing
Commercial College
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