Summary
Overview
Work History
Education
Skills
Timeline
Generic

Erin Paternoster

Everett,WA

Summary

Outgoing professional with a background managing employees, issues and administrative tasks in fast-paced environments. A highly visible and friendly Community Manager promoting exemplary talents in customer service, policies and procedures' oversight and facility security measures.

Overview

14
14
years of professional experience

Work History

Community Manager

HNN Communities
09.2024 - Current
    • Handled all tenant logistics and leases and effectively scheduled appointments, showings, move-ins and move-outs.
    • Planned and executed promotional activities to drive community engagement and increase occupancy numbers.
    • Worked with maintenance staff to complete timely repairs and enhancements.
    • Streamlined operations by communicating efficiently with clients, keeping meticulous records, budget management, and internal collaboration.
    • Produced reports about community activities to keep owners, directors and property managers informed.
    • Conducted regular inspections to identify needed improvements and maintain highest standards.
    • Evaluated property conditions and recommended improvements.
    • Addressed and resolved tenant complaints and inquiries, maintaining high satisfaction.
    • Maximized rental income while minimizing expenses through effective planning and control.
    • Worked closely with clients to facilitate appropriate loans, inspections, and credit reports.
    • Responded to Common Area Maintenance (CAM) inquiries.
    • Completed annual rent calculations using housing database software.
    • Implemented and enforced policies and procedures to maintain properties to highest standards.
    • Communicated effectively with owners, residents, and on-site associates.
    • Collected and maintained careful records of rental payments and payment dates.
    • Monitored and tracked payments and expenses, providing timely and accurate financial reports.
    • Conducted regular inspections of both interior and exterior of properties for damage.

Assistant Property Manager

HNN Communities
11.2023 - 09.2024
  • Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
  • Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
  • Inspected common areas for cleanliness and notified maintenance of overflowing trash.
  • Oversaw monthly collections and maintained high payment rates by building positive relationships with tenants.
  • Followed up on delinquent tenants and coordinated collection procedures.
  • Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
  • Kept accurate records of all resident and tenant correspondence.
  • Resolved conflicts between tenants regarding noise, encroachments, and parking.
  • Established strong, professional relationships with residents by promoting team collaboration and delivering exemplary service.
  • Complied with safe housing requirements and contractual obligations by resolving tenant issues and service needs.
  • Communicated effectively with owners, residents, and on-site associates.
  • Collected and maintained careful records of rental payments and payment dates.
  • Monitored and tracked payments and expenses, providing timely and accurate financial reports.
  • Conducted regular inspections of both interior and exterior of properties for damage.
  • Kept properties in compliance with local, state, and federal regulations.

Customer Service Representative Member/Provider Level I, II, II and Senior

Cambia Health Solutions
08.2014 - 11.2023
  • Beginning as Member Customer Service I and transitioning to Provider Customer Service I followed by Provider Customer Service II, III then working as a Senior Provider Customer Service Representative. Our primary responsibilities included to provide education and assist providers, agencies, and associates in the use of provider tools rolled out over the past 8 years.
  • Utilize our tools and policies to manage a high call volume and document provider inquiries regarding benefits/internal processes the moderate complex inquiries and investigate and resolves more complex issues for follow up.
  • Assist with complex inquiries and research/follow up on these inquiries in a timely fashion.
  • Interpret, review, and explain claims, medical benefits/eligibility, pre-authorization's, and medical reviews. Also, assists providers in pre-authorizations, referrals, and appeal procedures
  • Gaining ongoing experience in these various positions to apply my knowledge and communicate with Providers.
  • Maintain my training within the company guidelines and seek additional training when available. Handle tools and resources for all lines of business for provider customer service including claims, pre-authorization, peer to peer, medical and dental benefits for Med-Advantage PPO/HMO, commercial.

CSP QA Auditor

Cambia Health Solutions
10.2022 - 05.2023
    • Working in an Interim Quality Audit program combining Customer Service Member Experience and Provider Experience teams with Health Plan Operations Compliance to identify and address Member Touchpoint Measures (MTM) outcomes.
    • Auditing calls in this pilot program for Manual Inquiries on Accuracy to help in identifying coaching, education in calls rendered by both Member and Provider Customer Service. With focus on. Inquiry Timeliness and Inquiry Accuracy while addressing and correcting Member Touchpoint Measures (MTM) errors.
    • Assist in finding necessary updates to tools, resources, and training for our Customer Service departments while driving CSP Awareness and effectiveness of communications
    • Regular communications with supervisory staff and leadership regarding recognitions, coaching/education, observations, findings, and corrections as needed
    • Utilizing programs including RCAD, InContact (Audio/Video Recordings), P8 recordings, Excel, Word, One Note and Outlook.

Support Specialist

Kalles Property Management
01.2013 - 01.2014
  • Support Specialist/Front desk operations for a local property management company of rental homes.
  • Managing high volume of calls and emails for front desk operations.
  • Support property managers in acceptance of applications and verification for rentals.
  • Track weekly leads and process weekly reports for management review.
  • Market and maintain listings of current properties through multiple online sites.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.

Compliance Manager

Indigo Real Estate Services
01.2012 - 01.2013
    • Compliance/Leasing
    • Performed a variety of administrative tasks including processing tax credit and screening applications, tenant file processing, tracking prospect leads and follow up. Additionally, my duties involved making approval or denial decisions, lease renewals, resident notices, and deposit accounting.
    • Completing Annual recertification's, notices and verifications.
    • Processing initial Compliance/Tax Credit paperwork and processing
    • Analyzed and determined completeness of rental applications according to income limits and guidelines.
    • Gained additional training/certificates for “Tax Credit Compliance Fundamentals” and “Tax Credit Compliance Advanced”.

Education

Some College - Business Management

Kaplan
Chicago, IL
09.2012

Skills

  • Internal Audits (5 years)
  • Quality Audits (1 year)
  • Property Management (6 years)
  • Training & development (5 years)
  • Financial budgeting and reporting
  • Tenant and eviction laws
  • Employee performance management
  • Daily operations management

Timeline

Community Manager

HNN Communities
09.2024 - Current

Assistant Property Manager

HNN Communities
11.2023 - 09.2024

CSP QA Auditor

Cambia Health Solutions
10.2022 - 05.2023

Customer Service Representative Member/Provider Level I, II, II and Senior

Cambia Health Solutions
08.2014 - 11.2023

Support Specialist

Kalles Property Management
01.2013 - 01.2014

Compliance Manager

Indigo Real Estate Services
01.2012 - 01.2013

Some College - Business Management

Kaplan

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