Summary
Overview
Work History
Education
Skills
OTHER EXPERIENCE
Timeline
Generic

ERIN VIRTS

Purcellville,VA

Summary

Experienced team member with exceptional people skills and effective interpersonal communication techniques that foster positive interactions with customers. Detail-oriented, creative and highly motivated communicator with a background in customer service and healthcare. Thrives in fast paced environments, utilizing organizational skills to deliver top-notch service.

Overview

22
22
years of professional experience

Work History

Team Lead, Client Services Quality and Training

Accurate Background
06.2023 - Current


  • Assess agent interactions via phone, email and chat and identify areas for improvement and provide constructive feedback
  • Analyze feedback from clients and candidates
  • Update work instructions for process and protocol changes
  • Log and validate Customer Service Errors
  • Train agents and colleagues on new Project Kardia System (Salesforce)
  • Provide internal support within the same team and other departments
  • Work with Account Management and Account Care Team to ensure satisfied clients
  • Investigate and addressing customer complaints, resolve escalations and implement corrective actions.
  • Provide support and guidance to the Customer Service team to ensure they meets quality standards and deliver exceedingly customer service.

Client Services Representative

Accurate Background
08.2020 - 06.2023
  • Company Overview: formerly known as Career Builder Employment Screening
  • Fielded client/applicant questions via phone, email, or online chats
  • Provided status updates, retrieved information regarding disputes and complaints
  • Analyzed caller information to provide relevant solutions as necessary
  • Documented details of all calls and resolutions implemented
  • Subject Matter Expert-Train and shadow new CS reps and those cross-training from other departments

Pre-fulfillment Specialist

Accurate Background
01.2020 - 05.2020
  • Company Overview: formerly known as Career Builder Employment Screening
  • Confirmed accuracy of applicant Personal Identifier Information (PII)
  • Verified all reports requested for applicant, including employment/education verification, criminal state/county background checks
  • Performed research on previous/current employers for all applicants, providing findings and contact information to hiring party
  • Confirmed and verified all educational degrees earned and provided contact information for schools to hiring party
  • Searched any alias names associated with PII and raise red flags as necessary
  • Furloughed due to the pandemic

Office Administrator

The Jackson Clinics, Limited Partnership
06.2019 - 08.2019
  • Assisted Office Manager with clerical work, including:
  • Collected copays
  • Scheduled patients
  • Maintained certifications and recertifications
  • Obtained insurance referrals and authorizations
  • Contacted referring physicians for prescriptions or diagnostic results
  • Provided reports for new patients and cancellations
  • Maintained multi-provider schedule

Patient Service Representative

AID Performance Physical Therapy
07.2018 - 03.2019
  • Scheduled patients for initial visits and re-evaluations every 30 days; collected copays
  • Maintained prescription and referral documents for all patients
  • Contacted insurance companies to confirm coverage and benefits for patients
  • Created monthly reports for cancellations, new patients, and referring physicians
  • Ordered supplies for office on regular basis
  • Assisted with set-up duties for in-office seminars

Physical Therapy Aide

Leesburg Physical Therapy
01.2003 - 10.2018
  • Prepared treatment rooms according to prescribed procedures and protocols
  • Assisted patients in preparation for treatment ]
  • Educated patients about use of exercise machines
  • Applied heat/ice packs
  • Monitored motion and body mechanics
  • Provided relevant information regarding treatment to all patients
  • Maintained safe and clean working environment, complying with Medicare, OSHA, and company procedures and protocols

Office Manager

Optimum Physical Therapy, Loudoun Medical Group
10.2010 - 07.2018
  • Communicated daily with insurance companies to confirm patient benefits and authorizations
  • Safeguarded patients’ confidential health information per HIPPA
  • Adhered to all professional standards set forth in the industry
  • Created and maintained various reports including:
  • List of referring doctors
  • Number of patients scheduled
  • New patients and cancellations
  • Responsible for maintaining cleanliness and usability of physical therapy supplies, ordering new equipment as necessary
  • Maintained job knowledge by participating in marketing and visitation events
  • Curated professional network

Education

B.S. - Mass Communications

Frostburg State University
Frostburg, MD

Skills

  • Attention to detail
  • Conflict resolution
  • Customer focus
  • Coaching and mentoring
  • Performance improvement
  • Client communication
  • Employee Training
  • Quality Improvement
  • Diversity and Inclusion

OTHER EXPERIENCE

  • Leesburg Physical Therapy, Physical Therapy Aide, Purcellville VA | May 2004 – October 2010



Timeline

Team Lead, Client Services Quality and Training

Accurate Background
06.2023 - Current

Client Services Representative

Accurate Background
08.2020 - 06.2023

Pre-fulfillment Specialist

Accurate Background
01.2020 - 05.2020

Office Administrator

The Jackson Clinics, Limited Partnership
06.2019 - 08.2019

Patient Service Representative

AID Performance Physical Therapy
07.2018 - 03.2019

Office Manager

Optimum Physical Therapy, Loudoun Medical Group
10.2010 - 07.2018

Physical Therapy Aide

Leesburg Physical Therapy
01.2003 - 10.2018

B.S. - Mass Communications

Frostburg State University

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