Summary
Overview
Work History
Education
Skills
Certification
Assessments
Timeline

Erica Lewis

Ringgold,GA

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Customer Service Representative, Tier II

Concentrix
05.2025 - Current
  • Responded to customer requests for products, services, and company information.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Customer Service Associate

Arise
04.2022 - 05.2025
  • Answer inbound phone calls and place outbound phone calls for a variety of clients, place orders, track orders, provide order status, troubleshoot and resolve customer issues, meet required metrics
  • Remote
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Customer Service Representative

Cognizant
05.2022 - 06.2022
  • Answer inbound phone calls to place orders for customers, track orders, provide order status, troubleshoot issues on customer accounts, issue credits for damaged/missing items, make outbound calls to follow up with customers
  • Remote

Customer Service Representative

Broadpath Healthcare Solutions
07.2021 - 11.2021
  • Answer inbound phone calls assisting members with new prescription orders, tracking orders, updates to member information, make outbound calls to members
  • Remote

Customer Service Representative

Conduent
05.2021 - 07.2021
  • Take inbound calls from home, and provide support to the clients customers
  • Resolved customer issues
  • Managed customer accounts
  • Collected and documented orders
  • Remote

Lab Assistant

Erlanger Health System
07.2019 - 10.2019
  • Performed venipuncture and capillary blood draws accurately and according to all safety guidelines. Performed and logged all daily, weekly, and monthly calibrations on laboratory equipment. Complete any other duties assigned. Call the patient's provider office to verify or maintain a laboratory order for testing. Accurately review and confirm medical information with patients

Phlebotomist

PathGroup
10.2013 - 04.2019
  • Interact with patients in a professional and courteous manner
  • Ensure all phlebotomy specimens are collected on time and accurately
  • Collect specimens according to established procedures. Properly explain in a clear but courteous manner the process of the venipuncture and or other specimen collection as required
  • Reduce patient anxiety by providing a calm environment for patients during and after the collection process
  • Dispose of blood or other biohazard fluids or tissue in accordance with applicable laws, standards, or policies. Dispose of contaminated sharps according to applicable laws, standards, or policies
  • Complete requisitions accurately
  • Enter patient, specimen, insurance, or billing information in the computer with attention to detail to ensure accuracy. Communicate with clients to confirm handwritten orders, verify test(s) ordered, obtain accurate billing information i.e. diagnosis codes, UPIN information, etc.

Medical Assistant/Phlebotomist

Medical Solutions
01.2011 - 01.2012
  • Accept new job assignments as they become available performing as a Certified Medical Assistant / Phlebotomist
  • Worked in lab performing venipuncture, finger sticks, urine drug screens, use Cholesterol machine and glucose monitoring equipment
  • Responsible for taking patient medical histories and vital signs, as well as performing injections and various diagnostic procedures and ancillary tests (e.g. E.K.Gs)
  • Performed TB skin test, Flu shots, other vaccines and injections
  • Knowledge of Audiogram, spirometry, vision testing, and respirator fit test

Medical Receptionist / C.N.A

BrightStar Care
01.2008 - 01.2009
  • Assist elderly client who has Alzheimer's with ADL's in her home every other Sunday
  • Accept new job assignments as they would become available

Receptionist

Northgate Animal Hospital
01.2003 - 01.2004
  • Answer multi-line telephone system
  • Schedule patient appointments
  • Charge entry
  • Make new patient files
  • Maintain clean appearance of waiting area
  • Make sure demographics are up to date
  • Collect past balances on accounts

Education

No Degree - Clinical Medical Assistant

Academy of Allied Health, Chattanooga, TN
08-2012

Certificate - Nursing Assistant

Health Careers Training Center Chattanooga, Chattanooga, TN
01.2009

Diploma - Medical Office Technology

Chattanooga College, Chattanooga, TN
01.2002

Skills

  • Typing speed of 50 wpm
  • Knowledgeable in medical terminology
  • Office medical
  • Typing
  • Receptionist
  • Appointment coordination
  • Customer complaint resolution
  • Account management
  • Filing
  • Data Entry (10 years)
  • Microsoft Office
  • Outlook
  • Organizational Skills
  • Proficient in EMR systems
  • Direct patient support
  • Blood collection expertise
  • Injections
  • Vital signs monitoring
  • Venipuncture
  • Healthcare administrative experience
  • Laboratory Experience
  • Insurance eligibility verification
  • Patient appointment coordination
  • Epic
  • Transcription
  • Anatomy Knowledge
  • Hospital Experience
  • Triage
  • Clerical Experience
  • HIPAA compliance knowledge
  • Medical Records
  • Medical Billing
  • Microsoft Excel
  • Office experience
  • Administrative experience
  • Multi-line phone systems
  • Computer Skills
  • Medical Coding
  • Office Management
  • Phone Etiquette
  • Cerner
  • English
  • ICD-10
  • Caregiving
  • QuickBooks
  • Quality Assurance
  • CPT Coding
  • ICD Coding
  • Client support
  • Medical collection
  • Microsoft Word
  • Physical examinations
  • Laboratory procedures
  • Time management
  • Accounts receivable
  • Windows (10 years)
  • Accounts payable
  • Customer support
  • Proficient in CRM software
  • HCPCS
  • Medicare
  • Microsoft Outlook
  • Medical receptionist
  • Clinical laboratory experience
  • Conflict resolution strategies
  • Appointment scheduling
  • Order processing
  • Customer relations
  • Call center management
  • Customer relationship management (CRM)
  • CRM software expertise
  • Call handling expertise

Certification

  • Certified Clinical Medical Assistant (CCMA)
  • Nationally Registered Certified Medical Assistant (NRCMA)

Assessments

  • Medical terminology — Proficient February 2021
  • Understanding and using medical terminology Full results: Proficient
  • Electronic health records: Best practices — Highly Proficient February 2021
  • Knowledge of EHR data, associated privacy regulations, and best practices for EHR use Full results: Highly Proficient
  • Medical lab procedures: Phlebotomy — Proficient February 2021
  • Selecting proper supplies based on physician orders for specimen collection protocol Full results: Proficient
  • Customer focus & orientation — Highly Proficient February 2021
  • Responding to customer situations with sensitivity Full results: Highly Proficient
  • First aid — Familiar February 2021
  • Treating common medical emergencies Full results: Familiar
  • Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Timeline

Customer Service Representative, Tier II - Concentrix
05.2025 - Current
Customer Service Representative - Cognizant
05.2022 - 06.2022
Customer Service Associate - Arise
04.2022 - 05.2025
Customer Service Representative - Broadpath Healthcare Solutions
07.2021 - 11.2021
Customer Service Representative - Conduent
05.2021 - 07.2021
Lab Assistant - Erlanger Health System
07.2019 - 10.2019
Phlebotomist - PathGroup
10.2013 - 04.2019
Medical Assistant/Phlebotomist - Medical Solutions
01.2011 - 01.2012
Medical Receptionist / C.N.A - BrightStar Care
01.2008 - 01.2009
Receptionist - Northgate Animal Hospital
01.2003 - 01.2004
Health Careers Training Center Chattanooga - Certificate, Nursing Assistant
Chattanooga College - Diploma, Medical Office Technology
Academy of Allied Health - No Degree, Clinical Medical Assistant

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