Erin Lucas
Conway,USA
Summary
Detail-oriented healthcare professional with experience in patient support, insurance services, claims follow-up, and healthcare administration. Skilled in coordinating care, reviewing insurance eligibility and benefits, resolving account and claim issues, and maintaining accurate documentation. Experienced working with members, patients, providers, and cross-functional teams in fast-paced healthcare environments. Recognized for strong communication, organization, problem-solving, and a patient-focused approach to service.
Overview
7
7
years of professional experience
Work History
Customer Service Representative II
Health Advantage (Arkansas Blue Cross Blue Shield)
05.2022 - Current
- Assisted members, providers, and employer groups with questions related to benefits, eligibility, claims, billing, and coverage information.
- Reviewed member accounts and insurance records to provide accurate information, resolve concerns, and ensure timely follow-up.
- Cross-trained in Medi-Pak and regular business (ABCBS) lines of business, supporting a broad range of member needs across multiple plans.
- Coordinated with internal departments to research complex issues, escalate concerns when appropriate, and help ensure efficient resolution.
- Maintained confidentiality while handling sensitive health and insurance information in compliance with privacy standards.
- Documented customer interactions, updates, and account activity thoroughly to maintain accurate records and continuity of service.
- Delivered professional, patient-focused service while managing high call volumes and balancing quality, efficiency, and accuracy.
Insurance Follow-Up Rep I
Practice Plus/Baptist Health
10.2020 - 05.2022
- Reviewed insurance claims to verify status, identify denials, and resolve outstanding account balances in a timely manner.
- Contacted insurance carriers to obtain claim updates, clarify coverage details, and support accurate reimbursement.
- Researched billing discrepancies, corrected account information, and submitted follow-up documentation when needed.
- Worked closely with billing staff, providers, and internal departments to resolve claim issues and reduce delays in payment.
- Maintained accurate account notes and documentation to support claim tracking, follow-up activity, and continuity of service.
- Applied knowledge of insurance guidelines, payer requirements, and medical billing processes to support efficient claims resolution.
Lead Teacher Assistant/Cook
Kids Unlimited
12.2019 - 09.2020
- Supported daily classroom operations by maintaining organized routines, supervising children, and helping create a safe, positive environment.
- Communicated with parents and staff regarding daily activities, needs, and concerns to support consistent care and smooth coordination.
- Assisted with scheduling, transitions, and day-to-day workflow to help ensure efficient classroom operations.
- Prepared meals and snacks in accordance with nutrition guidelines, food safety standards, and sanitation procedures.
- Maintained accurate records related to attendance, meal counts, and daily activities.
- Balanced multiple responsibilities in a fast-paced environment while demonstrating strong organization, dependability, and attention to detail.
Orderly
Baptist Health
06.2019 - 12.2019
- Assisted patients with safe transport throughout the facility for tests, procedures, admissions, and discharges.
- Supported patient comfort, safety, and dignity while providing courteous and attentive service during hospital stays.
- Worked closely with nursing staff and other departments to coordinate patient movement and maintain efficient daily operations.
- Helped prepare patient care areas, transport equipment, and maintain a clean, organized environment.
- Observed and reported patient needs or concerns to clinical staff to support continuity of care.
- Maintained confidentiality and followed hospital safety procedures, infection control standards, and patient privacy guidelines.
Education
Medical Coding and Billing
DeVry University
05-2020
University of Arkansas Community College of Morrilton - Associates of Arts–General Education
University of Arkansas Community College of Morrilton
12-2018
Vocational Butler County Area Vocational-Technical School - Certified Nursing Assistant
Vocational Butler County Area Vocational-Technical School
05-2014
Skills
- Strong organizational skills
- Strong communication skills
- Patient communication and customer service
- Medical billing fundamentals
- Appointment scheduling and care coordination
- Benefits and coverage interpretation
- Benefits and coverage interpretation
- Electronic health records (EHR) and account documentation
- Problem-solving and issue resolution
- Time management and prioritization
- Problem-solving and issue resolution
- Attention to detail
- Commitment to patient advocacy and compliance
Timeline
Customer Service Representative II
Health Advantage (Arkansas Blue Cross Blue Shield)
05.2022 - Current
Insurance Follow-Up Rep I
Practice Plus/Baptist Health
10.2020 - 05.2022
Lead Teacher Assistant/Cook
Kids Unlimited
12.2019 - 09.2020
Orderly
Baptist Health
06.2019 - 12.2019
University of Arkansas Community College of Morrilton - Associates of Arts–General Education
University of Arkansas Community College of Morrilton
Vocational Butler County Area Vocational-Technical School - Certified Nursing Assistant
Vocational Butler County Area Vocational-Technical School
Medical Coding and Billing
DeVry University
Certifications and Professional Development
- Certified Nursing Assistant (CNA)
- Medical Coding and Billing coursework
- Cross-trained in Medi-Pak and commercial health plan member services