Erica Walker

I assist patients with advanced pulmonary conditions with coordinating their medication and pharmacy needs. I handle a high volume of inbound phone inquiries from patients and medical providers, explaining insurance processes and assisting with copayment and prior authorization issues. I research and help patients find applicable copayment assistance programs, facilitating enrollment when necessary. I collaborate with various departments to ensure timely delivery of medication or therapy. I multitask while maintaining attention to detail while addressing specialty medication requests affected by insurance issues. I streamline workflow for faster application processing, resulting in improved turnaround times.

Managed a high volume of inbound calls, assisting members in finding network doctors, hospitals, and healthcare facilities. Worked on a dedicated chronic care management team to help the patient better manage their condition and overall health. Explained member benefit information based on policy and contract type. Helped members make medical appointments and resolved claim/billing issues by liaising with providers' offices and billing departments. Recommended personalized preventative healthcare services based on patient health history. Conducted research on medical claims issues and adjusted claims as needed. Communicated with members' human resources for eligibility information. Provided training support to new associates and assisted colleagues with questions and concerns.

Generated leads through marketing campaigns and qualified them as sales opportunities. Coordinated with different departments to ensure a positive customer experience. Conducted cold calls and emails to contact past and potential customers to present company products. Answered inbound calls and emails, identified client needs, and recommended appropriate products and services. Built long-term trust with clients, scheduled sales appointments, and exceeded sales goals. Updated customer information within the CRM system and performed office/administrative functions.

Handled a high volume of inbound and outbound calls, negotiating payment arrangements to resolve delinquency. Exceeded department goals and ensured accurate verification and updating of customer’s payment and account information. Prepared documents using MS Word and Excel, conducted research to correct account errors, and documented all client communication accurately. Enhanced collections efficiency by implementing strategic plans and procedures to optimize revenue recovery. Streamlined the collections process for increased success rates and improved customer relations. Reduced delinquency rates by developing targeted communication strategies tailored to individual clients. Managed a high-volume portfolio, ensuring timely follow-ups and accurate record-keeping for optimal results.

Assisted customers in finding the products for their needs, offered personalized recommendations, and demonstrated how to use them effectively. Engaged with customers to understand their preferences, concerns, and desired outcomes, in order to provide proper recommendations. Provided makeup applications, makeovers, and tutorials to customers, helping them achieve their desired looks for special occasions, events, or everyday wear. Educated customers on proper skincare routines and techniques, ensuring they had the knowledge to get best usage out of their selected product. Attended training sessions and workshops from trainers from around the world from different brands to enhance my product knowledge and learn new techniques, which I would then share with customers to help them make informed decisions.