ERICA WALKER
Baltimore,MD
Summary
Client-centric professional pursuing opportunities in customer service, sales, or life insurance, leveraging exceptional communication, relationship-building, and problem-solving skills to enhance client satisfaction and foster business growth.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Physician Referral Coordinator
Johns Hopkins Hospital
Baltimore, MD
04.2025 - Current
- Serve as a primary liaison between referring providers, care teams, and hospital operations to coordinate patient referrals and ensure seamless service delivery.
- Managed complex referral requests, ensuring clear communication with patients and providers throughout the process.
- Assessed service needs, coordinating appropriate resources to facilitate timely access to care.
- Maintain accurate documentation in EPIC to support compliance, reporting, and service continuity.
- Delivered high-level customer service in fast-paced environments, prioritizing effective communication and responsiveness.
Clinical Customer Service Coordinator (Supervisor)
Johns Hopkins Hospital
Baltimore, MD
02.2024 - 04.2025
- Led a team responsible for delivering high-quality patient service and improving overall customer experience.
- Supervised and coached 7 customer service representatives to improve service quality, communication, and issue resolution.
- Collected and analyzed customer feedback (HCAHPS, Press Ganey, Cipher) to identify service opportunities, enhancing patient satisfaction scores.
- Partnered with leadership to implement targeted service improvement strategies and process enhancements, driving customer service excellence.
- Conducted hiring interviews, onboarding, and training for new staff.
- Facilitated team coaching and service training, strengthening communication, empathy, and problem-solving skills among representatives.
Clinical Customer Service Representative
Johns Hopkins Hospital
Baltimore, MD
07.2023 - 02.2024
- Provided high-volume customer support for patients navigating healthcare services.
- Conducted inbound calls with consultative communication to assess needs and deliver tailored guidance.
- Resolved customer concerns and coordinated solutions with clinical and operational teams.
- Established trust with patients and families by clearly explaining processes, timelines, and available options.
- Maintained accurate system documentation and ensured compliance with healthcare regulations.
Customer Service Representative
Social Security Administration
Baltimore, MD
08.2021 - 02.2023
- Provided customer service and policy guidance in highly regulated federal environment, ensuring compliance and understanding of complex regulations.
- Managed 40+ daily customer interactions, providing detailed explanations of policies, eligibility requirements, and benefits.
- Guided individuals in making informed financial and benefits decisions, enhancing their understanding of available options.
- Maintained accurate records and ensured compliance with federal documentation standards.
- Acknowledged for professionalism and patience in managing complex service inquiries, fostering positive customer experiences.
Human Services Specialist I
Monmouth County Social Services
Freehold, NJ
01.2020 - 08.2021
- Informed clients about benefits, timelines, and program requirements to facilitate access.
- Assessed client eligibility for public assistance programs through detailed consultations.
- Maintained detailed case documentation and ensured compliance with state and federal regulations.
- Established strong relationships with clients by delivering clear communication and ongoing support.
Customer Service Representative
Dow Jones
Princeton, NJ
09.2018 - 05.2019
- Resolved customer account and technical issues via phone and email, ensuring quick and effective solutions for customers.
- Managed cases through Jira, coordinating with technical teams to expedite resolutions and enhance customer experience.
- Maintained high customer satisfaction scores in a performance-driven environment, contributing to team goals.
Customer Service Team Lead
McKesson Patient Care Solutions
01.2017 - 04.2018
- Managed escalated service cases and implemented service recovery strategies, successfully retaining customer loyalty.
- Led training and coaching for 20 customer service representatives, enhancing team knowledge and performance.
- Created training guides that standardized service procedures and improved communication among team members.
Customer Service Representative
McKesson Patient Care Solutions
01.2015 - 01.2017
- Provided high-quality customer support, resolving inquiries and enhancing patient experiences in healthcare services.
- Resolved product orders and account issues, ensuring customer satisfaction and timely service.
- Assisted clients with inquiries regarding benefits and eligibility requirements.
- Processed applications for Social Security benefits and verified documentation.
- Educated applicants on program policies and procedures to ensure understanding.
Education
Bachelor of Science - Business Management
William Paterson University
Wayne, NJSkills
- Customer Service & Client Relations
- Consultative Sales & Needs Assessment
- Customer Retention & Service Recovery
- Relationship Building & Communication
- Conflict Resolution & Problem Solving
- CRM Systems & Customer Data Management
- Team Leadership & Staff Coaching
- Performance Metrics & Reporting
- Regulatory Compliance & Documentation
- Cross-Functional Collaboration
- EPIC
- Tableau
- Jira
- Microsoft Office Suite
- Data Reporting & Customer Analytics
Certification
Life Insurance Producer License, Maryland
Timeline
Physician Referral Coordinator
Johns Hopkins Hospital
04.2025 - Current
Clinical Customer Service Coordinator (Supervisor)
Johns Hopkins Hospital
02.2024 - 04.2025
Clinical Customer Service Representative
Johns Hopkins Hospital
07.2023 - 02.2024
Customer Service Representative
Social Security Administration
08.2021 - 02.2023
Human Services Specialist I
Monmouth County Social Services
01.2020 - 08.2021
Customer Service Representative
Dow Jones
09.2018 - 05.2019
Customer Service Team Lead
McKesson Patient Care Solutions
01.2017 - 04.2018
Customer Service Representative
McKesson Patient Care Solutions
01.2015 - 01.2017
Bachelor of Science - Business Management
William Paterson University