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ERICA WARD
Saint Petersburg,FL
Summary
With over 20 years of experience in member and customer focused roles, including 8 years as a Health Advisor at Carenet Health, I specialize in delivering HIPAA-compliant solutions and leveraging CRM systems to enhance healthcare communication and accessibility.
My areas of expertise include appointment coordination, providing exceptional telehealth and tech support, assisting with virtual device setup, managing appointment inquiries to ensure member satisfaction, and providing excellent customer and member support.
I am a remote ready professional with many years of experience supporting members and customers in fast paced, high-volume environments.
Strong background in customer care, telehealth coordination, appointment scheduling, HIPAA-compliant communication, and problem resolution.
Known for accuracy, empathy, and consistently exceeding performance metrics.
Seeking a fully remote role in patient intake, care coordination, or customer/member support.
6+ years of remote work experience.
Comfortable in fully remote, metric-driven environments. Adaptable, dependable, and highly organized.
Overview
14
14
years of professional experience
Work History
Health Advisor
Carenet Health
05.2018 - Current
- Coordinate and confirm medical appointments for health plan members, ensuring timely and accurate communication.
- Assist patients with device setup and troubleshooting for virtual telehealth visits, improving access to care.
- Manage high volume inbound/outbound calls and patient emails while maintaining professionalism and empathy.
- Resolve complex member inquiries related to appointments, services, and care coordination.
- Support operational projects to improve workflow efficiency and service delivery.
- Maintain HIPAA compliance and detailed documentation in CRM systems.
- Key Achievements: Validation of training class; recognized as top agent during nesting phase.
- Multiple awards for performance, quality, and reliability.
- Recognition: Employee of the Month.
Customer Care Agent
The Office Gurus
04.2017 - 04.2018
- Handled inbound calls from potential and existing customers regarding services and account inquiries.
- Assisted customers with service sign-ups and transferred calls to appropriate departments for resolution.
- Consistently met or exceeded call metrics, quality standards, and performance goals.
- Recognition: Employee of the Week and Employee of the Month (multiple times)
Customer Care Representative 1
Asurion/iQor
04.2016 - 04.2017
- Provided customer support for billing, equipment upgrades, and protection plans.
- Met targeted transfer and retention goals while maintaining excellent call quality.
- Supported DIRECTV customers with technical troubleshooting and account assistance.
Verification Specialist
ThinkDirect Marketing Group
11.2012 - 03.2016
- Conducted customer verification processes to ensure compliance and data accuracy.
- Closed sales transactions and processed customer payments securely.
- Maintained high call statistics and quality assurance standards.
- Recognition: Employee of the Month.
Education
No Degree -
St Petersburg College
Skills
- Telehealth Support
- Email & Chat Support
- HIPAA Compliance
- Patient & Member Support
- Appointment Scheduling & Coordination
- Technical troubleshooting
- CRM & Call Center Systems Proficiency
- Inbound Call Handling (High Volume)
- Microsoft Office & Tableau
- Metrics & KPI Performance
- Microsoft Office proficiency
- Attention to detail
- Conflict resolution
- Telephone etiquette
- Data Accuracy & Documentation
- Effective communication skills
CONTACT
- +1-727-565-7666
- Ericalynn727@gmail.com
- Saint Petersburg, FL 33702
- Www.linkedin.com/in/ericaward-aa1723248
Timeline
Health Advisor
Carenet Health
05.2018 - Current
Customer Care Agent
The Office Gurus
04.2017 - 04.2018
Customer Care Representative 1
Asurion/iQor
04.2016 - 04.2017
Verification Specialist
ThinkDirect Marketing Group
11.2012 - 03.2016
No Degree -
St Petersburg College