Erikssa Martinez
San Diego,California
Summary
Dedicated healthcare professional with 8+ years of experience supporting member satisfaction, patient access, and call center operations. Proven leader with strengths in team coordination, training support, workflow implementation, and HIPAA-compliant patient services. Recognized for strong interpersonal communication, multitasking, and commitment to operational excellence. Seeking to contribute skills and continue professional growth within an established healthcare organization.
Overview
19
19
years of professional experience
Work History
Call center Lead
Neighborhood Healthcare
Escondido, California
11.2021 - Current
- Manage the Call Center Leadership Inbox, reviewing and responding to TE messages in the ECW system related to member accounts across all departments; creating, addressing, and close TEs as appropriate
- Document and track all required oversights in the PNC Oversight Log, ensuring timely creation, follow-up, and resolution for all call center representatives
- Prepare and distribute oversight email reports to supervisors responsible for call center representatives to support coaching and performance improvement
- Provide real-time support to call center representatives via Microsoft Teams chat, responding to up to 45 inquiries per day regarding scheduling guidelines, encounter resolution, interdepartmental messages, and protocol adherence
- Support both outbound and inbound call volumes, scheduling appointments for general medicine, specialty care, and behavioral health and referrals department queues and managing 400+ calls per month
- Conduct call monitoring and quality evaluations, completing monthly QM scoring for call center representatives, and collaborating with leadership on coaching and improvement strategies
- Partner with other leadership staff to assist with additional operational needs and coverage as required
- Attend leadership and call center team meetings to discuss performance trends, workflow improvements, and procedural updates
- Assist with the development and formatting of PowerPoint presentations for call center and leadership meetings
- Maintain and update Talkdesk/phone system settings and Copilot documentation to reflect current protocols and procedures for scheduling guidelines, RN workflow, TE “telephone encounter message for all department regarding member accounts
- Respond to and coordinate Teams messages and emails with cross-department leadership to ensure alignment and issue resolution
- Consistently maintain a high level of professionalism while meeting monthly deadlines with accuracy and attention to detail
- Assist with New hire training and drop in trainings
- Patient registration and insurance verifications
- Ensure compliance with organizational policies and HIPAA regulations at all times
In-home Childcare Provider / Homemaker
Martinez Home
San Diego, California
08.2007 - Current
- Managed household operations, scheduling, and budgeting
- Coordinated appointments, transportation, and daily activities
- Demonstrated organization, leadership, and time-management skills
Patient Service Representative
San Diego Family Health Center of San Diego
San Diego, California
03.2020 - 01.2021
- Delivered professional, patient-centered service in a high-volume healthcare setting
- Managed incoming calls, scheduled appointments, and handled patient inquiries
- Utilized electronic medical records and scheduling systems
- Assisted English- and Spanish-speaking patients (if applicable)
- Patient registration and insurance verification
- Copay collocation
Receptionist
San Diego Cosmetic Acupuncture
San Diego, California
01.2018 - 03.2020
- Welcomed patients and visitors in a clinical environment
- Assisted with new patient consultations and service inquiries
- Scheduled appointments and maintained accurate patient records
- Managed clinic inventory and supplies
- Maintained clean, organized reception and clinic areas
- Registered patients and updated personal and financial account information
Office Assistant
Image Staffing Inc.
San Diego, California
09.2010 - 11.2012
- Performed administrative duties including filing, scanning, typing, and data entry
- Maintained databases with strong attention to accuracy and deadlines
- Covered reception duties and routed incoming calls appropriately
Education
High School Diploma -
Chula Vista High School
01.2009
Skills
- Proficient in documentation accuracy filing, data entry and imaging
- Multitasking & time management
- Professional Communication / customer service & de-escalation
- Microsoft Office & Call Center Systems
- Training support & workflow implementation
- HIPAA Compliance & PHI Handling
Timeline
Call center Lead
Neighborhood Healthcare
11.2021 - Current
Patient Service Representative
San Diego Family Health Center of San Diego
03.2020 - 01.2021
Receptionist
San Diego Cosmetic Acupuncture
01.2018 - 03.2020
Office Assistant
Image Staffing Inc.
09.2010 - 11.2012
In-home Childcare Provider / Homemaker
Martinez Home
08.2007 - Current
High School Diploma -
Chula Vista High School