Erika Blankenship
Gardena,CA
Summary
Professional in customer service management with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.
Overview
17
17
years of professional experience
Work History
Customer Service Supervisor/ GSC/ CRO/ BSO
Piedmont Aviation/Unifi Aviation - AA Contract
Palm Springs, CA
11.2023 - Current
- 3 years experience on American Mainline and Regional Contracts.
- Supervised daily operations of customer service team to enhance service quality and efficiency.
- Trained and mentored new staff on company policies and customer interaction protocols.
- Resolved escalated customer issues, maintaining high satisfaction levels through effective communication.
- Implemented process improvements that reduced response times and increased customer satisfaction ratings.
- Assist in training team members on new automated tools and processes.
- Train and support team members in transitioning to automated systems.
- Extremely Proficient on QIK, ACE, GateReader, Sabre, and all MIcrosoft Programs.
- Create and maintain detailed documentation of automated processes and workflows.
Scheduling Coordinator/Billing Office
TNT Staffing / Arrowhead Orthopedics
Redlands, CA
06.2021 - 12.2022
- Handled scheduling for 14 different orthopedic surgical providers
- Responsible for verifying patients' medical coverage and potential shared costs such as copay/coinsurance
- Responsible for ensuring that patients were cleared for all pre surgical testing and bloodwork prior to scheduling
- Responsible for sorting and maintaining EMR
- Proficient in several scheduling programs as well as utilizing multiple insurance systems for benefit verification
- Responsible for cancellation, re-scheduling appointment and updating the system at all times.
Member Services Representative/Claims Coordinator/Appeals
SCAN
Long Beach, CA
01.2020 - 06.2021
- Responsible for handling calls from physicians and support staff in order to assist with claim processing and submission
- Handled member inquiries in regards to Medicare coverage and benefits
- Assisted senior members with care coordination and appointment setting
- Direct liaison between Medicare and private insurers to assist with benefit coordination.
- Assisted retail pharmacies with electronic claim submissions
- Monitored the status of prior authorization requests for medical procedures
- Coordinated with various medical groups for primary care physician assignment and provider locations
- Expert in cloud-based systems such as Google Docs, Slack, Netsuite, Microsoft Teams
Administrative Medical Coordinator
Melrose Gardens
Hollywood, CA
06.2017 - 11.2019
- Direct supervisor for a staff of 30 employees
- Responsible for overseeing that 85 residents in the facility received proper medical care by managing medication and scheduling appointments.
- Responsible for the facility compliance with medication management
- Handled scheduling and payroll.
- Assisted with the coordination of financial responsibilities with resident family members
Customer Service Rep
Nordstrom/HauteLook
Los Angeles, CA
10.2015 - 10.2016
- Handled high call volume customer inquiries.
- Responsible for handling customer communications via web, chat and phone.
- E-Commerce company with various shipping providers.
- Responsible for Reviewing web orders, processing returns, handling credit card payment processing, tracking orders and troubleshooting varying shipping issues
- Heavy data entry
- Expert in cloud-based systems such as Google Docs, Slack, Netsuite, Microsoft Teams
Customer Service Representative
Trailblazer/Kelly Services
Dallas, TX
02.2013 - 06.2014
- Responsible for handling inbound calls with inquiries pertaining to a government incentive program.
- Heavy data entry to maintain records of participant calls.
- Responsible for entering detailed notes in the system in regards to participant concerns and resolutions.
Referral Coordinator
Concentra/ Cornerstone Staffing
Plano, TX
03.2011 - 05.2013
- Responsible for handling a heavy call volume on a multi line phone system.
- Received documents from Concentra medical centers requesting additional care for worker compensation patients.
- Direct liaison between employers and injured employees
- Responsible for obtaining authorization for continuation of care and notifying patients of case status.
- Responsible for entering notes into the system in regards to correspondences with adjustors and patients.
Customer Service Representative/ Senior Resolution Specialist/ Prior Authorizations Rep
CVS/Caremark
Richardson, TX
10.2009 - 02.2011
- Pharmacy Trained and worked on 12 major accounts handling questions, comments and concerns about prescription benefit plans that participants were enrolled in.
- Responsible for mentoring and training new hires on plan details and company policies and procedures.
- Quickly and effectively solve customer challenges.
- Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
- Promoted to the Resolution Specialist Team, which is responsible for handling escalations from customer service reps.
- Direct liaison between customer service representatives and account managers for customers, to provide first call resolutions.
- Responsible for tracking and ensuring the delivery of member medication orders.
- Responsible for contacting local pharmacies and ensuring medications are in stock and assisting physicians with authorization paperwork for medication approvals.
- Responsible for entering and maintaining notes on patient accounts for the purposes of follow up.
- Pharmacy Technician responsible for contacting physician offices for refills
Education
High School -
James Monroe High School
01-2002
Vocational Certification - New Hire Certification Mainline
American Airlines Training Academy
Dallas03-2023
Vocational Certification - Regional Customer Service Training Recertification
American Airlines Training Academy
Dallas, TX04-2026
Vocational Certification - BSO Recertification
American Airlines Training Academy
Dallas, TX01-2025
Vocational Certification - BSO Training
American Airlines Training Academy
Dallas05-2024
Vocational Certification - CRO Certification
American Airlines Training Academy
Dallas07-2024
Vocational Certificate - GSC Certification
American Airlines Training Academy
Dallas, TX02-2025
Skills
- Contract drafting
- Payroll and invoicing
- Quickbooks
- Word, Powerpoint, Excel
- Training and mentoring
- Team development
- New hire training
- Handling escalations
- Delegating work
- Employee scheduling
- Complaint resolution
- Inter-department collaboration
Section name
Authorized to work in the US for any employer
Timeline
Customer Service Supervisor/ GSC/ CRO/ BSO
Piedmont Aviation/Unifi Aviation - AA Contract
11.2023 - Current
Scheduling Coordinator/Billing Office
TNT Staffing / Arrowhead Orthopedics
06.2021 - 12.2022
Member Services Representative/Claims Coordinator/Appeals
SCAN
01.2020 - 06.2021
Administrative Medical Coordinator
Melrose Gardens
06.2017 - 11.2019
Customer Service Rep
Nordstrom/HauteLook
10.2015 - 10.2016
Customer Service Representative
Trailblazer/Kelly Services
02.2013 - 06.2014
Referral Coordinator
Concentra/ Cornerstone Staffing
03.2011 - 05.2013
Customer Service Representative/ Senior Resolution Specialist/ Prior Authorizations Rep
CVS/Caremark
10.2009 - 02.2011
High School -
James Monroe High School
Vocational Certification - New Hire Certification Mainline
American Airlines Training Academy
Vocational Certification - Regional Customer Service Training Recertification
American Airlines Training Academy
Vocational Certification - BSO Recertification
American Airlines Training Academy
Vocational Certification - BSO Training
American Airlines Training Academy
Vocational Certification - CRO Certification
American Airlines Training Academy
Vocational Certificate - GSC Certification
American Airlines Training Academy