Erika Rollins
Cleveland,OH
Summary
Member services and healthcare administration professional with over two decades resolving high-volume inbound inquiries, coordinating patient and member care, and enforcing HIPAA and regulatory compliance across insurance, claims, and healthcare environments. Builds trust on first contact, documents with precision across CRM and case management systems, and closes gaps between members, providers, and payers before they become problems.
Overview
1
1
Certification
27
27
years of professional experience
Work History
Member Services Representative
CareSource
01.2026 - Current
- Field high-volume inbound calls addressing member benefit inquiries, claims status, and eligibility questions, delivering accurate resolution on first contact.
- Coordinate member care by scheduling medical appointments and liaising directly with providers, pharmacies, and DME vendors, and arrange transportation to remove barriers to care.
- Maintain precise, audit-ready documentation of every member interaction and care management action across CaseTrakker and internal CRM systems.
- Enforce strict adherence to HIPAA, state, and federal privacy regulations across all member communications and case handling.
Patient Service Representative
Signature HealthCARE LLC
12.2023 - 03.2025
- Delivered high-touch patient service across the full visit lifecycle, from scheduling through resolution, strengthening patient satisfaction and retention.
- Managed high-volume inbound and outbound scheduling and inquiry calls without sacrificing accuracy or turnaround time.
- Verified insurance coverage and secured prior authorizations for medical services, catching billing errors before they reached the claims desk.
- Owned patient records end to end, keeping demographic, medical history, and insurance data accurate and audit-ready.
- Resolved patient concerns on first contact, escalating only when policy required it, protecting both compliance and patient trust.
- Partnered with providers to coordinate specialist referrals and consults, closing gaps between departments.
- Directed correspondence across email, fax, and mail to keep patients and care teams aligned without delay.
- Educated patients on self-service tools, including portals and mobile apps, reducing inbound call volume and speeding access to results.
Administrator
PartsSource
01.2021 - 10.2023
- Resolved inbound customer service calls and email inquiries with first-contact resolution as the standard, not the exception.
- Served as the subject-matter resource on order status, billing, part repairs, returns, and quote requests under high call volume.
Claims Customer Service Representative
Sedgwick
01.2018 - 12.2021
- Managed the full claims communication cycle by phone and written correspondence, keeping customers informed at every stage of the process.
- Educated customers on documentation requirements, timelines, and payment status, cutting repeat inquiries and claim delays.
- Entered verbal and written claims data into the claims management system to a zero-tolerance accuracy standard.
- Routed new claims to the correct claims handler, keeping the intake pipeline moving without bottlenecks.
Insurance Service Representative
National General Insurance
01.2014 - 12.2018
- Answered high-volume inbound calls, resolving customer questions and requests without escalation.
- Processed payments and untangled billing discrepancies, closing issues at the point of contact.
- De-escalated customer complaints professionally, protecting the company's service reputation.
- Backed up co-workers and supervisors during peak volume, keeping the team on pace.
Customer Service Representative
Lifeline Screening
01.2003 - 12.2012
- Managed inbound and outbound call volume, resolving customer questions and scheduling requests directly.
- Processed payments and refunds for scheduled testing, maintaining transaction accuracy.
- Resolved customer complaints professionally, protecting client relationships.
- Supported co-workers and supervisors as needed to hit team performance standards.
Direct Support Provider
Welcome House
01.2000 - 12.2005
- Supported clients across multiple residential locations with daily living skills and medication distribution.
- Managed medication distribution protocols across a multi-site caseload with zero compliance incidents reported.
Direct Care Provider (Supervisor)
Phoenix Residential
01.2000 - 12.2003
- Directed daily residence operations, including staff scheduling, across multiple locations.
- Managed transportation logistics for residents to and from daily appointments, ensuring on-time care delivery.
Education
Associate of Science - Medical Bill And Coding
Ultimate Medical Academy
Clearwater, FL10-2026
Skills
- Member services expertise
- Documentation management skills
- HIPAA compliance expertise
- Eligibility Verification
- Care Coordination
- CRM & Case Management Systems (CaseTrakker)
- Efficient call handling
- Insurance eligibility verification
- Clinical terminology expertise
- Conflict & Complaint Resolution
- Cross-Functional Collaboration
- Microsoft Office Suite
Certification
- BLS Certification
- Valid Driver's License
Timeline
Member Services Representative
CareSource
01.2026 - Current
Patient Service Representative
Signature HealthCARE LLC
12.2023 - 03.2025
Administrator
PartsSource
01.2021 - 10.2023
Claims Customer Service Representative
Sedgwick
01.2018 - 12.2021
Insurance Service Representative
National General Insurance
01.2014 - 12.2018
Customer Service Representative
Lifeline Screening
01.2003 - 12.2012
Direct Support Provider
Welcome House
01.2000 - 12.2005
Direct Care Provider (Supervisor)
Phoenix Residential
01.2000 - 12.2003
Associate of Science - Medical Bill And Coding
Ultimate Medical Academy