Summary
Overview
Work History
Education
Skills
Timeline
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Erica Freeman

Customer Service Specialist
Bossier City,LA

Summary


Dynamic Customer Service Specialist with extensive experience in Healthcare and proven expertise in addressing customer inquiries and resolving issues efficiently. Successfully implemented solutions that improved customer satisfaction and streamlined service processes. Demonstrated strong communication and problem-solving skills in high-pressure environments.

Overview

17
17
years of professional experience

Work History

Customer Service Specialist

Conduent
01.2024 - 03.2025
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Processed Medicaid applications accurately, ensuring timely access to healthcare services for eligible members.
  • Completed documentation per workflow timeline and content requirements.
  • Conducted thorough reviews of eligibility documentation, maintaining compliance with state and federal guidelines.
  • Handled sensitive client information with discretion, adhering to HIPAA privacy regulations at all times.
  • Assisted clients in understanding their Medicaid benefits, explaining complex regulations and policies with clarity.


Patient Service Advocate

CCS Medical
10.2022 - 01.2024
  • Handled 100-120 calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Resolved billing disputes promptly by working closely with insurance companies and internal departments.
  • Handled complex insurance pre-authorization processes accurately, enabling timely delivery of diabetic supplies.
  • Verified insurance eligibility and coverage for patients.
  • Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
  • Actively listened to patients'' concerns, taking appropriate action to address their needs effectively.


Healthcare Customer Service Representative

General Dynamics IT
02.2019 - 10.2022
  • Worked well in a team setting, providing support and guidance.
  • Managed high caseloads, ensuring timely resolution of conflicts and promoting client satisfaction.
  • Conducted thorough research on relevant laws and regulations, ensuring all parties had a clear understanding of their rights and obligations.
  • Enhanced team productivity by developing standardized documentation templates for consistent record-keeping across all cases.
  • Verified accuracy of data entered into system to produce error-free reports.

Member Service Representative

Teleperformance USA
12.2017 - 02.2019
  • Provided exceptional member service through active listening, empathetic communication, and problem-solving skills.
  • Assisted customers with banking needs and inquiries.
  • Educated customers on online banking and mobile banking applications.
  • Executed wire transfers, stop payments and account transfers.
  • Handled various accounting transactions.
  • Cross-sold credit cards, loans and other bank products.

Phlebotomist

Willis Knighton Pierremont
05.2016 - 12.2017
  • Enhanced patient experience through compassionate care and communication during blood draw procedures.
  • Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
  • Maintained a high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
  • Centrifuged blood samples as outlined in clinical protocols.
  • Reduced contamination risks by strictly adhering to infection control protocols and maintaining a clean work environment.
  • Stocked phlebotomy cart or carrier with appropriate supplies.

Clinical Assistant

Ochsner LSU Health
10.2013 - 05.2016
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Notified patients and providers of impending schedules, changes in schedules and pertinent preparation for tests and exams through face-to-face, telephone and electronic means.
  • Assisted healthcare professionals in providing high-quality treatment to patients, ensuring a smooth workflow.
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Supported patient needs by promptly addressing inquiries about appointment bookings or schedule changes.


Administrative Services Coordinator

LSU Medical Center
10.2007 - 10.2013
  • Oversaw inventory management tasks, maintaining adequate supplies to support daily operations without unnecessary expense or waste.
  • Provided comprehensive support to management staff, ensuring smooth day-to-day operations and optimal use of resources.
  • Maintained accurate records of office expenses, assisting the finance department with budget tracking and cost control measures.
  • Enhanced communication among departments through regular coordination meetings and clear documentation of pertinent information.
  • Performed routine audits of existing processes to identify areas for improvement or potential risks requiring attention from management staff members.

Education

Phlebotomy Technician

Bossier Parish Community College
Bossier City, LA
05-2016

Skills

  • Call center experience
  • Good communication skills
  • Customer relationship management (CRM)
  • Problem resolution
  • Computer proficiency
  • Appointment coordination
  • Insurance verification
  • Medical terminology
  • Claims processing
  • Electronic medical records
  • Data entry proficiency
  • Multitasking

Timeline

Customer Service Specialist

Conduent
01.2024 - 03.2025

Patient Service Advocate

CCS Medical
10.2022 - 01.2024

Healthcare Customer Service Representative

General Dynamics IT
02.2019 - 10.2022

Member Service Representative

Teleperformance USA
12.2017 - 02.2019

Phlebotomist

Willis Knighton Pierremont
05.2016 - 12.2017

Clinical Assistant

Ochsner LSU Health
10.2013 - 05.2016

Administrative Services Coordinator

LSU Medical Center
10.2007 - 10.2013

Phlebotomy Technician

Bossier Parish Community College

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