Erica Knox
Summary
Highly-enthusiastic client service professional with 15 years of interface experience. Well-versed in retail, healthcare and consumer trends. Skilled in both individual and team roles, with expertise in training and mentoring new staff on company objectives. Hardworking customer service professional accustomed to fast-paced call center environments. Work quickly to understand, document and resolve customer concerns, driving satisfaction while meeting demanding business objectives. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
15
15
years of professional experience
Work History
Driver
Lyft And Uber
Atlanta, GA
02.2016 - Current
- Achieved consistently high customer scores due to exceptional service.
- Utilized GPS to optimize routes and continuously meet estimated delivery times.
- Transported riders to designated stops according to pre-determined schedules.
Cabin Experience Agent
Delta
07.2023 - 08.2023
- Sanitized frequented areas and equipment using approved supplies.
- Collected trash from floors.
- Restocked supplies, replacing toiletries, liners and soaps.
- Maintained safety protocols through safe handling of equipment and chemicals.
- Transported trash and hazardous waste to appropriate disposal area.
- Reported maintenance concerns or repairs to appropriate supervisor for prompt remediation.
- Responded to emergency cleaning requests to meet client expectations.
- Handled, labeled and safely stored various hazardous chemicals and solutions to prevent injuries.
Personal Vehicle Driver
UPS
Griffin, GA
11.2019 - 01.2020
- Utilized my personal vehicle to deliver and sell products to clients with focus on optimizing customer experience.
- Drove up to 120 miles daily using my vehicle to deliver UPS mail.
- Utilized face to face interactions and provide customer service to promote positive relationship building with customers.
- Coordinated with UPS to get delivery route information and changes.
Accounting Assistant
Sr Management Group
Riverdale, GA
01.2020 - 05.2023
- Verified demographics and insurance information to register patients in computer system.
- Entered invoices into account software, updated accounts and identified aging balanced ready for collections activities.
- Applied HIPAA privacy and security regulations while handling patient information.
- Collaborated with senior staff to produce accurate, current and timely financial reports and supporting documentation.
- Explained various admission forms and policies, acquiring signatures for consent.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Used QUICKBOOKS to track accounting information, resulting in significant reduction in financial discrepancies.
Patient Access Specialist
Takle Eye Group
Griffin, GA
03.2018 - 11.2019
- Schedule appointments for the Ophthalmology physicians
- Register patients and gather needed information such as insurance and referral
- Cancel and reschedule surgery calls as needed
- Send request through email for prescriptions
- Provides financial estimates and collects applicable patient financial liability
- Make patients and families aware of hospital policies and procedures
- Consult Patients about Cataract surgery, pre certification for eye injections
- Obtained necessary signatures for privacy laws and consent for treatment.
Patient Service Representative II
Huffmaster Inc./Mercy Hospital
Traveling, Position
10.2018 - 07.2020
- Responsible for monitoring and reviewing all ordered outpatient diagnostic scripts from physicians to ensure appropriate billing and coding occurs and entering accurate applicable data
- Responsible for completing and coordinating each admission in a timely and accurate manner following a courteous and professional attitude. Securing information necessary to complete admission process and 100% data validation of patient demographics; completes all forms including appropriate signatures.
- Assigning accurate MRNs, completing medical necessity / compliance checks, providing proper patient instructions, collecting insurance information, receiving and processing physician orders.
Patient Access Representative
Emory Healthcare
Atlanta, GA
10.2016 - 02.2018
- Scheduled and confirmed patient appointments with patients and healthcare professionals in Ophthalmology
- Register patients and gather insurance and referrals
- Send request for prescription refills through email
Customer Service Representative 2
First Data/ Bank of America
Marietta, GA
03.2015 - 04.2016
- Answer inbound calls and provide services to customers
- Order placement check scanners for customers and troubleshoot computers with customers
- Transfer calls to appropriate departments when needed
- Use Excel spreadsheets and company email to take callers account information
- Help customers with their remote deposit account online
- Organize or work with detailed office or warehouse records, using computers to enter, access, search or retrieve data
Benefit Specialist
Synchrony Bank
Kennesaw, GA
01.2014 - 03.2015
- Review records for completeness, accuracy, and compliance with regulations
- Process patient admission or discharge documents
- Modify, update, and process existing policies and claims to reflect any change in beneficiary, amount of coverage, or type of insurance
- Compare information from application to criteria for policy reinstatement and approve reinstatement when criteria are met
- Initiates and executes daily medical record maintenance while maintaining patient confidentiality, including creation of patient charts, filing encounter-specific paperwork, and maintaining correspondence via mailing/faxing with patient's primary care provider and/or specialists as necessary
Quality Assurance Manager
Synchrony Bank
Kennesaw, GA
12.2012 - 01.2014
- Responsible for supervising calls for 25 representatives
- Change eligibility for customers in a FEDVIP Plan
- Locate agency systems information
- Monitor and coach agents with low QA scores
- Maintain professional standards and procedures ensuring compliance with corporate policies and with applicable regulations
- Enroll Federal employees in Dental and Vision Insurance Program through FEDVIP
Receptionist
America's Best Eyeglass & Contacts
Morrow, GA
01.2009 - 11.2011
- Sorted and filed loose paperwork in patient charts; maintained medical records in proper order
- Copied physician-dictated reports and complied with requests for copies of patient records
- Schedule appointments and maintain and update appointment calendars
- Complete insurance or other claim forms
- Perform various clerical or administrative functions, such as ordering and maintaining an inventory of supplies
Education
Associate of Science - Radiology Tech
Southern Crescent Technical College
Griffin, GAAssociate of Science -
Atlanta Technical College
Associate of Applied Science - Health Information Management
Atlanta Metropolitan State College
Atlanta, GASkills
- Customer Service Skills, Centricity, EMR ,and Call Center Management
- Medical Insurance Verification, Passport/One source, NEXGen,and EPIC
- Fax, filing, email, and Skype
- Certified Patient Account Representative (CPAR)
- Able to successfully pass the Basic Windows Skill Assessment at 80% or higher rating
- Excellent verbal/written communication skills, Revenue Cycle experience, and Epic
- Active Learning Administration and Management
- Schedule appointments, clerical, customer service skills
- Excel spreadsheets, Windows, Ophthalmology, primary care, QA supervising, Surgery and MRI
- Collections and Invoice Processing
- Bill Payment and Recordkeeping
- Proactive and Self-Motivated
- QuickBooks
- Accounts Receivable
Timeline
Cabin Experience Agent
Delta
07.2023 - 08.2023
Accounting Assistant
Sr Management Group
01.2020 - 05.2023
Personal Vehicle Driver
UPS
11.2019 - 01.2020
Patient Service Representative II
Huffmaster Inc./Mercy Hospital
10.2018 - 07.2020
Patient Access Specialist
Takle Eye Group
03.2018 - 11.2019
Patient Access Representative
Emory Healthcare
10.2016 - 02.2018
Driver
Lyft And Uber
02.2016 - Current
Customer Service Representative 2
First Data/ Bank of America
03.2015 - 04.2016
Benefit Specialist
Synchrony Bank
01.2014 - 03.2015
Quality Assurance Manager
Synchrony Bank
12.2012 - 01.2014
Receptionist
America's Best Eyeglass & Contacts
01.2009 - 11.2011
Associate of Science - Radiology Tech
Southern Crescent Technical College
Associate of Science -
Atlanta Technical College
Associate of Applied Science - Health Information Management
Atlanta Metropolitan State College
Similar Profiles
YIDNKACHEW MulunehYIDNKACHEW Muluneh
Driver at Uber And Lyft and uber eatDriver at Uber And Lyft and uber eat
GREG WARTERSGREG WARTERS
Driver Specialist at Lyft/Uber/Uber EatsDriver Specialist at Lyft/Uber/Uber Eats
Keshawn (Donovan) KnightKeshawn (Donovan) Knight
Ride Share Driver at Lyft And UberRide Share Driver at Lyft And Uber
Krystal UnderwoodKrystal Underwood
Rideshare Driver at Lyft And UberRideshare Driver at Lyft And Uber
Luke BenigniLuke Benigni
Driver at CraigO's LakewayDriver at CraigO's Lakeway