Erica Rainey
New Jersey,United States
Summary
Results-driven Healthcare Customer Support Specialist with a proven track record at CSL Seqirus Pharmaceutical. Expert in HIPAA compliance and billing dispute resolution, enhancing efficiency and first-contact resolution rates. Adept at remote communication and team collaboration, contributing to knowledge base development and training initiatives to elevate service quality.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Healthcare Customer Support Specialist II
CSL Seqirus Pharmaceutical
02.2022 - Current
- Manage 50–70 daily provider and patient contacts via phone and email, maintaining HIPAA compliance and first-contact resolution standards
- Resolve complex billing discrepancies in SAP, helping improve overall resolution rates and reduce response delays
- Support patients experiencing adverse medical events by coordinating with Safety and Compliance teams in real time
- Ensure provider licensure records are up to date to avoid service disruption and meet regulatory expectations
- Contribute to internal knowledge base and SOPs, used for onboarding and frontline resolution workflows
- Collaborate with internal teams to identify service gaps, leading to measurable gains in efficiency and SLA performance
- Remote
Customer Support Associate
Power Photo
02.2018 - 11.2021
- Delivered multi-channel support across email, phone, and chat for product returns, replacements, and shipping inquiries
- Reduced escalations by 30% through calm, effective communication and issue resolution
- Mentored and trained new support agents to deliver consistent and high-quality service
- Suggested ticketing workflow enhancements that improved reporting and decreased resolution times
Client Services Coordinator
Tangoe
06.2015 - 01.2018
- Resolved enterprise-level billing disputes and client service issues across multiple telecom accounts
- Monitored SLAs and created supporting documentation for compliance and audit readiness
- Produced detailed client reports for internal teams and performance evaluations
Education
High School Diploma - High School Diploma
Frank H. Morrell High School
Irvington, United StatesSkills
- Customer Support Customer Service in Healthcare & Pharma Environments, Telecom Client Support & SLA Monitoring, Remote Communication, Team Collaboration, Training
- Compliance and Documentation Adverse Event Response, HIPAA Compliance, Knowledge Base Development, SOP Documentation
- Claims Management Provider Enrollment & Credentialing Support, Billing Dispute Resolution, Claims Processing
- Technical Proficiency SAP, Salesforce, CRM Systems, Microsoft Office, Remote Support Tools, Knowledge Base Software
Certification
Remote Communication Team Collaboration Training
Timeline
Healthcare Customer Support Specialist II
CSL Seqirus Pharmaceutical
02.2022 - Current
Customer Support Associate
Power Photo
02.2018 - 11.2021
Client Services Coordinator
Tangoe
06.2015 - 01.2018
High School Diploma - High School Diploma
Frank H. Morrell High School
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