Erica Dozier-Hatley

Raleigh, NC *****

adx0ku@r.postjobfree.com

+1-919-***-****

• Continually demonstrate the ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.

• Continually display excellent customer service to meet the needs and expectations of both internal and external customers.

• Continually use Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.

• Mastered the Ability to effectively organize, prioritize, multi-task, and manage time.

• Continually demonstrate accuracy and productivity in a changing environment with constant interruptions.

• Constantly demonstrate the ability to analyze information, problems, issues, situations, and procedures to develop effective solutions.

• Proven ability to exercise strict confidentiality in all matters. Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Medical Insurance Verification Specialist/ Prior Authorizations/Rejection Handling

IBM for Cigna/ ExpressScripts/Acreedo Pharmacy - Durham, NC February 2021 to Present

• My role at IBM is in the Business Process Outsourcing Organization, Cognitive Process Services area. I support Acreedo Health with my primary job role of completing Insurance Verification.

• In this role I must excel in communication skills each time I reach out to the Insurance Carrier, the Medical doctor, the Pharmacy, the Nursing staff, and the patient, while utilizing multiple interfaces.

• As part of the Prescription Mail Order Intake team, I run Eligibility checks and dummy claims so that we can clear a patient to receive their prescription in a timely manner. I also attempt to receive Prior Authorization Codes from the various Insurance plans per patient plan.

• I am proficient with computers, very often utilizing multiple systems at once.

• My customer service skills are maintained at a high level, and are displayed each time Im tasked with doing a team presentation. Im a team player and contribute with suggestions and ideas often to our team meetings.

• In my current role I multi-task, handle data effectively and meet deadlines.

• I am extremely aware of HIPAA and PHI

Medical Screener

Soliant Health/Ajilon-Freudenberg - Durham, NC

August 2020 to May 2021

• Administer and read the temperature of individuals by utilizing infrared thermometers according to manufacturer instructions and CDC guidelines.

• Screen individuals through the use of a health questionnaire.

• Establish the screening lanes needed to maintain the 6ft social distancing guidelines between lanes and individuals waiting to be screened.

• Provide exemplary customer service to all individuals processed through the health screening protocols.

• Report cases of both positive and negative screening results according to established protocols while maintaining confidentiality.

• Preserve all daily assigned equipment in functional and sanitary equipment. Customer Service Representative

TruGreen - Cary, NC

March 2020 to July 2020

Handle heavy loads of inbound calls referencing lawn care. Process payments and collect past due amounts

Knowledgeable when to escalate calls,but have a high ratio of first call resolution Show courtesy, attentiveness, and eagerness to help customers Constant ongoing training

Benefits Specialist

Lockheed Martin - Cary, NC

August 2019 to January 2020

• Providing exceptional customer experience by being knowledgeable regarding service and account related questions.

• Able to navigate through multiple computer navigations with speed and accuracy.

• Effectively research and identify solutions using customer based resources. Owner/Operator/ Customer Service Rep

Higher Learning Development Center - Cary, NC

October 2001 to December 2018

• Ensure a safe, happy, and stimulating environment for children.

• Manage and coordinate curricula that complies with state and federal requirements.

• Ensure that center facilities are safe for children and comply with laws and regulations.

• Evaluate and purchase materials, equipment, and supplies.

• Manage and support teaching staff and promote their professional development.

• Interview, hire, and train new staff members, ensuring they meet all policies and legal requirements.

• Complete ongoing training and courses to remain up to date on daycare standards and procedures.

• Communicate and meet with parents regarding their children and the center's policies.

• Manage and oversee the budget and accounts and ensure that the center remains profitable.

• Develop and facilitate a marketing and communications plan. Technical Analyst/ Customer Sevice Rep

Price Waterhouse Coopers - Cary, NC

July 2001 to October 2001

• Advise, Monitor, Train, and Coach Case Analyst to improve Customer Relations to Third Party Participants

• Utilize good judgement in prioritizing and completing task and routine

• Investigate, Manage, and Resolve all escalated calls on my team of 20-30 employees Benefit Case Analyst 2 / Customer Service Rep 2

Price Waterhouse Coopers - Cary, NC

February 2000 to June 2001

• Provide advice and counsel to employee's inquiries regarding their benefits

• Very knowledgeable on employee benefits per the Defined Contributions/Defined Benefits, 401k, Highly Compensated guidelines stated by the Federal Government and specific companies

• Very knowledgeable on PASS interface system

• Received inbound calls from employees in a call center setting while advising, analyzing, investigating and resolving problematic open cases

Education

Associate in Early Childcare

Stanley Community College - Raleigh, NC

June 1999

Skills

• Google Docs

• Windows

• Typing

• Experience with Children

• Toddler Care

• Organizational Skills

• Babysitting

• Early Childhood Education

• Documentation review

• Customer Care

• Special Education

• Customer Support

• Interviewing

• Childcare

• Call Center

• Medical terminology

• Medical Billing

• Teaching

• Customer Service

• Infant Care

• CSR

• Landscape Maintenance

• Insurance Verification

• Administrative experience

• Microsoft Office

Certifications and Licenses

Infant & Toddler Certification

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