Rasheda Harmon

Applies a working knowledge of ERIE and department policies and procedures to have business appropriate conversations, while directing the customer to the appropriate business decision.

Resolves issues within scope of authority, escalates to appropriate area/person of authority as determined by company/department policy and procedure.

In accordance with ERIE policy and procedures, and within scope of authority manages and services office account books of business.

Applies proficient knowledge of ERIE systems and products by responding to callers concerns for all lines of business. Works independently to process more complex loss reports and claims within scope of authority and guidelines provided. Provides claims services, including but not limited to repair options, rental reservations, property mitigation and towing.

Acts as first point of contact for the escalation of calls, complaints, or complex problems. Received over 20 Kudo calls.

• Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
• Enhanced company reputation by providing exceptional customer service and support.
• Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
• Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.

• Monitored outstanding balances, following up on overdue payments to minimize loss or delay in revenue collection.
• Streamlined payment processing by implementing efficient systems and organizational strategies.
• Reduced errors in payment transactions by regularly reviewing and reconciling financial records.
• Provided exceptional customer service by resolving inquiries related to payments, account balances, and transaction discrepancies.
• Utilized software tools for effective tracking, analysis, and reporting on key performance indicators within the payment processing function.

Accessed patient information through various software applications, maintaining strict confidentiality to remain
compliant with HIPAA regulations.
Answered patient questions and fielded complaints to resolve issues.
Scheduled and confirmed patient appointments with patients and healthcare professionals.
Obtained proper authorization and identification to release confidential medical records.
Referred patients to appropriate professionals and healthcare,dental and vision professionals
Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Updated databases with new and modified customer data.

• Advocated for affordable prescription medication access, resulting in cost savings for clients without compromising treatment efficacy.
• Reduced hospital readmission rates for clients by providing thorough follow-up care and connecting them with necessary outpatient services.
• Implemented personalized health action plans for clients that resulted in better management of chronic conditions and improved overall wellbeing.
• Handled more than 40 daily inbound calls from health plan customers.
• Evaluated client progress regularly to adjust health action plans as needed, promoting long-term success in managing their conditions.