Ericka Martin
SAGILITY
Louisville,KY
6
years of professional experience
Dedicated Customer Service Professional with extensive experience in healthcare support, technical resolution, and fulfillment operations. Expertise in managing high-volume inquiries, addressing complex benefit issues, and ensuring HIPAA compliance. Led quality assurance initiatives and trained team members to enhance service delivery. Skilled in Salesforce CRM, insurance verification, prior authorizations, and cross-functional escalation management.
Work History
Patient Service Representative
11 Months- Manage 50-75 inbound patient and Medicare member inquiries daily via phone and secure messaging, resolving benefit, eligibility, claims, and prior authorization issues with 95%+ first-call resolution rate.
- Verify insurance eligibility and process prior authorizations across multiple healthcare platforms while maintaining 100% HIPAA compliance and zero documentation errors.
- Translated complex healthcare benefits into clear guidance for patients, reducing repeat call volume and enhancing patient satisfaction scores.
- Navigated 5+ simultaneous computer applications (EMR, CRM, claims systems) to document interactions accurately and escalated high-priority cases to clinical review teams within required timeframes.
- Exceeded departmental quality and productivity benchmarks in a fully remote call center environment.
Product Support Specialist / Resolution Desk
5 Months- Achieved and maintained 98% customer satisfaction rating while meeting strict SLA deadlines in a high-pressure, seasonal remote environment.
- Resolved 300+ customer inquiries weekly during peak tax season, handling complex tax software troubleshooting, account recovery, and filing error corrections via phone and chat.
- Employed advanced research techniques with Salesforce and proprietary tools to enhance case resolution efficiency.
- Earned recognition from leadership for sustaining high productivity and quality metrics throughout tax season.
Team Lead - Fulfillment & Quality Assurance
3 Years 11 Months- Directed daily packing and fulfillment activities, optimizing workflow and maintaining quality standards.
- Conducted in-depth training sessions for 10+ new hires, focusing on company SOPs, customer service standards, and quality control processes to enhance team performance.
- Analyzed quality assurance processes alongside leadership to pinpoint gaps and develop targeted coaching strategies for improved operational performance.
Education
High School Diploma
Skills
Insurance verification
Claims support
HIPAA compliance
Healthcare CRM
Patient Interaction Quality
Call center operations
Problem resolution
Workflow management
Training and onboarding
Microsoft Office
Healthcare Navigation
Accomplishments
Achieved SOAR Award for 3 consecutive months of exceeding quality benchmarks and patient satisfaction survey targets, demonstrating consistent high performance in a remote healthcare environment.
Timeline
Patient Service Representative
SAGILITY
09.2025 - CurrentRead More
Product Support Specialist / Resolution Desk
FOUNDEVER (TurboTax Project)
11.2024 - 04.2025Read More
Team Lead - Fulfillment & Quality Assurance
JP CYCLES
08.2020 - 07.2024Read More
Doss High School
High School Diploma
Read More