Erica McCoy

Work History

Maximus Federal

08 2021 - 02 2024

Assisted in enrollment processes for new beneficiaries, providing clear guidance through each step for seamless transitions into coverage for Original Medicare, Part D, Medicare Advantage plans, GAP policies, Supplemental Insurance policies, Healthcare.gov, and Department of Health and Human Services (HHS).
Upheld strict confidentiality of member information, adhering to HIPAA guidelines and company privacy policies during interviews and data entry task.
Established trust among beneficiaries by demonstrating empathy during challenging situations, providing reassurance, and offering guidance on available resources.
Provided technical assistance for customers experiencing difficulties with Medicare.gov online processes, or Healthcare.gov online accounts
Managed 90 to 120 inbound calls, skillfully navigating multiple systems wile maintaining focus on caller needs while enhancing customer satisfaction by efficiently addressing and resolving Medicare-related inquiries.
Educated beneficiaries about billing, payment processing, fraud prevention, and support policies and procedures.
Trained new hires on company protocols, software usage, and effective communication techniques to ensure their success in position as Medicare Customer Service Representative.

Geico

10 2018 - 08 2020

Assist with Interrogatories preparation and filing with courts and the Plaintiff.
Schedule meetings, medical appointments, mediations, hearings, and depositions for 7 attorneys.
Verified details with policyholders and requested additional information.
Reduced claim resolution times with thorough investigation and prompt communication with involved parties.
Assisted adjusters in the field, gathering critical information for accurate evaluations of loss events and damage estimates.
Boosted departmental productivity 30% by cross-training on various roles within the claims team, providing backup support as needed.

State Attorney's Office 13th Judicial Circuit

01 2007 - 05 2018

Coordinated logistics for trials or hearings successfully such as booking travel accommodations for witnesses while adhering to budget constraints.
Managed over 300 cases monthly while maintaining strict attention to detail on every task such as drafting pleadings, filed court documents and legal pleadings with court clerk on behalf of attorneys.
Streamlined administrative processes such as creating shared Excel spreadsheets for tracking attorneys and assistants progress resulting in better efficiency in handling caseloads, reducing paperwork backlog by 60%, and ensuring timely completion of tasks.