Ericka Rogers
Jacksonville,Florida
Summary
Customer Service Rep of experience supporting patient scheduling, claims adjudication, and account collections across healthcare and financial services. Proficient with EPIC, MCS, FISS and related systems, skilled in insurance verification, payment processing, HIPAA-compliant documentation, and de-escalation of complex inquiries. Strong prioritization, data-entry, and problem-solving abilities drive process improvements, enhance patient satisfaction, and support efficient care coordination while pursuing opportunities to expand responsibilities in care navigation and operations.
Overview
24
24
years of professional experience
Work History
Customer Service Rep
SNI Companies / UF Health
Jacksonville, FL
10.2025 - 02.2026
- Managed high-volume inbound calls using Epic and multi-line systems, improving call-handling efficiency with measurable results.
- Scheduled patient appointments and coordinated referrals to optimize clinic capacity and reduce no-shows.
- Verified insurance coverage and resolved patient billing inquiries to ensure accurate claims processing.
- Maintained HIPAA-compliant documentation and records to protect patient privacy and support audits.
- De-escalated patient concerns while preserving service quality and achieving positive resolution outcomes.
- Assisted patients with inquiries and resolved issues.
- Processed service requests efficiently.
- Communicated patient needs to medical staff.
- Maintained accurate patient records.
- Resolved customer inquiries regarding health services and insurance coverage efficiently.
Collection Associates II
Alluvion Staffing/FIS/Genpact
Jacksonville, FL
03.2020 - 09.2025
- Answered customer questions regarding problems with their accounts.
- Reviewed terms of sales, service contracts, or loan documents to ensure understanding and compliance with financial obligations.
- Utilized computer system effectively for account managements tasks including note-taking and updating account statuses.
- Upholding quality standards and ensuring processes adhere to compliance guidelines.
- Advised customers of necessary actions and strategies for debt repayment.
- Processed payments and applied them to customer accounts accurately and timely.
- Account Maintenance light trouble-shooting and mobile banking/online website support services.
Claims Examiner
First Coast Service Options
Jacksonville, FL
08.2002 - 11.2019
- Improved claims accuracy by examining, interpreting, and entering claims using the MCS system to achieve measurable results.
- Resolved claim edits and reduced suspense levels by efficiently processing cases in the claims system.
- Conducted research and made adjudication decisions per processing manual to maintain compliance and consistent outcomes.
- Reported system and manual issues to stakeholders to support timely fixes and process stability.
- Followed established standard operating procedures to maintain quality and regulatory adherence.
- Recommended process and quality improvements that produced measurable results in processing efficiency.
- Managed written and verbal communications with internal and external parties to resolve claim issues and improve response times.
Education
GED -
12.1987
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Computer proficiency
- Appointment scheduling
- Documentation
Timeline
Customer Service Rep - SNI Companies / UF Health
10.2025 - 02.2026
Collection Associates II - Alluvion Staffing/FIS/Genpact
03.2020 - 09.2025
Claims Examiner - First Coast Service Options
08.2002 - 11.2019
Florida State University - GED,