Customer Service Representative

Erica Cole

***A John Day Road Canton, MS ***** 769-***-**** ***********@*****.***

PROFESSIONAL PROFILE

Customer service oriented professional with 3+ year of healthcare industry experience. Able to provide timely and accurate data to ensure reimbursement for patient services and communicate effectively with co-workers, patients, and staff. Follows policies, procedures, and guidelines to ensure quality. Maintains and safeguards patient privacy and confidentiality.

§Demonstrates independent work initiative, sound judgment, and attention to detail.

§Manages time and priorities in multitask environments.

§Strong written and verbal communication skills.

§Microsoft Office Applications - MS Word, MS Excel, MS Outlook.

KEY QUALIFICATIONS

Medical Billing Accounts Receivable Collections Co-Pay Deductibles Co-Insurance EOBs

Revenue Cycle Management Posting Payments Government (Medicare & Medicaid) Third Party Payers

Electronic Health Records (EHR) Electronic Medical Records (EMR) Managed Care (HMO, PPO, and POS)

Workers Compensation Front Office Operations Medical Office Procedures Scheduling Medical Terminology

Anatomy & Physiology HIPAA Compliance Medical Coding (ICD-10-CM HCPCS CPT)

EDUCATION

Ultimate Medical Academy Associate of Science Degree - Medical Billing and Coding, 2021

Ultimate Medical Academy HIPAA Essentials for Healthcare Professionals Certificate

RELEVANT PROFESSIONAL EXPERIENCE

Cencora - Canton, MS – 09/2024 – 02/2025

Customer Service Representative – Remote Call Center – Contracted

Required to be self-motivated, working from a queue (phone or system). Expected to perform work in accordance with defined standard operating procedures. Management will monitor queues and provide active feedback as required. Performs related duties as assigned, which could include well defined services generally performed by other program representatives (e.g. benefit verifications, Patient Assistance Program determinations). Claims assistance, tracking and submission.

LinCare - Canton, MS - 08/2021 – 04/2024

Customer Service Representative – Remote Call Center – Contracted

Accurately enter patient orders and related medical information into company software application Effectively communicate with health care professionals and patients Working closely with existing patients to troubleshoot issues, identify solutions, and dispatch corrective action via the appropriate departments within the organization.

Sumitomo Electric Wiring Systems - Canton, MS - 08/2010 – 08/2021

Nissan Service Associate / Customer Service Representative - Call Center

Answer inbound phone calls, place outbound phone calls, send and receive emails, and meet weekly deadlines. Order parts for Nissan from various locations and corporations and work in a team environment. Utilize spreadsheets to manage supplies and amounts of stock on hand.

Propak Processor - Canton, MS - 07/2004 - 03/2008

Material Handler

Processed Nissan parts, placed items in crates for shipping, and safely operated heavy machinery. Established and maintained supply point for Nissan corporate facilities and developed system equipment. Maintained communication on processes, wore personal protective equipment (PPE), and trained new staff. Followed OSHA guidelines and maintained a team environment by assisting others as needed.

Supply Technician / Chata Enterprise - Carthage, MS - 03/2002 - 05/2004

Team Leader (05/2003 - 05/2004)

Ensured employees were at their stations in a timely manner and documented daily productivity. Arrived before other employees to ensure that stations were set up and ready for production. Verified that tea members were maintaining flow of production to meet company goals.

Board Processer (03/2002 - 05/2003)

Processed computer boards for Ford dealerships, trained new employees, and wore protective equipment. Received supplies from outside vendors, inspected items and warehouse components, and ensured quality. Assembled wires needed for vehicles, followed safety guidelines, and ensured complete and accurate work.

Sunshine Medical - Canton, MS - 07/1999 - 04/2001

Medical Records Processor

Processed medical records for patients, pulled items for medical staff, and filed records once complete. Reviewed patient history before forwarding records to physicians and safely shredded old files. Assisted with organizing and updating office files and protected private and confidential patient information.

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