Summary
Overview
Work History
Education
Skills
Timeline
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Erica Phillips

Grandville,MI

Summary

Results-oriented professional with a proven track record in billing systems and software at Atlanta Heart Specialists. Skilled in conflict resolution, leveraged analytical thinking and relationship-building to enhance team performance and patient satisfaction. Implemented strategic process enhancements to achieve significant improvements in service delivery.

Overview

4
4
years of professional experience

Work History

Customer Service Representative Remote

QC Kentix
Grand Rapids, MI
07.2021 - 05.2024
  • Answered patients' inquiries and provided accurate information regarding products and services.
  • Maintained detailed records of patients' interactions, transactions, and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Resolved complex problems by working with other departments to provide solutions that meet patients' needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed strong relationships with patients by providing personalized assistance and support.
  • Processed payments from insurance companies in accordance with established procedures.
  • Negotiated payment arrangements with patients and and or their families as needed.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Resolved discrepancies between charges on invoices and those billed to the insurance company.

Customer Support Specialist Remote

Surgical Solution
Grand Rapids, Mich
08.2020 - 03.2021
  • Investigated patients' complaints regarding product quality or service rendered.
  • Created detailed reports on patients' feedback for management review.
  • Ensured patient satisfaction through effective communication skills and problem resolution techniques.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Documented patients' correspondence in CRM to track requests, problems, and solutions.
  • Investigated patients' accounts and resolved discrepancies in billing information.
  • Generated invoices, credit memos, and other documents required for patient billing.
  • Maintained accurate records of all financial transactions related to patient billing.
  • Assisted patients with payment plans or other payment arrangements as needed.
  • Responded to inquiries from patients regarding their bills and payments promptly.
  • Verified insurance information for all new patients prior to scheduling visits.
  • Provided support to clinical staff by answering questions regarding patient scheduling matters.
  • Communicated regularly with patients via phone, email, or text message regarding upcoming appointments or changes to existing ones.
  • Utilized software systems such as Practice Fusion, Epic, Athena Health. for creating and managing patient schedules.
  • Conducted regular follow-ups with patients who had missed their scheduled appointments to reschedule them at another time.

Team Lead Consultant Remote

Atlanta Heart Specialists
Tucker, Atlanta
11.2019 - 05.2020
  • Conducted weekly meetings with team members to discuss progress and challenges.
  • Developed and implemented processes to improve team performance.
  • Analyzed customer feedback data to identify areas for improvement in service delivery.
  • Provided training, coaching and mentoring to new team members.
  • Created detailed reports on team performance metrics for management review.
  • Monitored team activities and provided corrective guidance when necessary.
  • Resolved escalated patient complaints in a timely manner.
  • Generated invoices, credit memos, and other documents required for patient billing.
  • Analyzed data within the system to identify trends in patient billing issues.
  • Verified insurance coverage of services provided by health care providers.
  • Tracked claims submitted from healthcare providers for timely reimbursement.
  • Updated computer software programs used by department personnel regularly.
  • Monitored accounts receivable aging report daily and took appropriate action.
  • Applied HIPAA privacy and security regulations while handling patient information.
  • Completed and submitted appeals for denied claims.
  • Submitted appeals using provider portals and phone communication.
  • Reviewed claims for coding accuracy.
  • Reviewed account information to confirm patient and insurance information is accurate and complete.

Education

Bachelor of Science -

Nightingale College
Ogden, UT
12-2026

High School Diploma -

East Kentwood High Scool
Kentwood, MI
05-2003

Skills

  • Account updating
  • Complaint resolution
  • Scheduling
  • Support case resolution
  • Follow-up skills
  • Refund management
  • Customer RMA management
  • [Software] CRM system proficiency
  • Service standard compliance
  • Accounts receivable management
  • Billing dispute resolution
  • Claim submission
  • Collections
  • Medical transport billing
  • Billing systems and software
  • Monthly billing management
  • Data Entry
  • Problem-Solving
  • Analytical Thinking
  • Problem Resolution
  • Flexible and Adaptable
  • Supervision and leadership
  • Relationship Building
  • Remote Office Availability
  • Verbal Communication
  • Self-Directed
  • Conflict Resolution
  • Clerical Support
  • Computer Skills
  • Recordkeeping
  • Team building
  • Critical Thinking
  • Log updating
  • Problem-solving aptitude
  • Customer Service
  • Multitasking
  • Archiving skills
  • Invoicing support
  • Document retrieval

Timeline

Customer Service Representative Remote

QC Kentix
07.2021 - 05.2024

Customer Support Specialist Remote

Surgical Solution
08.2020 - 03.2021

Team Lead Consultant Remote

Atlanta Heart Specialists
11.2019 - 05.2020

Bachelor of Science -

Nightingale College

High School Diploma -

East Kentwood High Scool

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