Coordinator

ERICA A. LILLY

Philadelphia, PA ***** 267-***-**** *********@***.***

PROFESSIONAL SUMMARY

Healthcare and member-support professional with 10+ years of experience supporting patients, clients, and diverse populations through telephone, digital, and face-to-face service. Experienced in resolving complex concerns, coordinating follow-up, maintaining confidential records, documenting interactions accurately, and navigating time-sensitive requests. Healthcare technology experience includes medical-device support, patient communication, troubleshooting, electronic records, and coordination with internal teams. Known for compassionate communication, problem solving, organization, and maintaining service continuity in high-volume environments.

CORE QUALIFICATIONS

Patient & Member Support • Resource & Referral Coordination • Complex Case Support • Care-Team Collaboration • Benefits & Service Navigation • Follow-Up & Case Tracking • HIPAA & Confidential Information • Electronic Records & Documentation • High-Volume Telephone Support • Crisis De-escalation • Problem Solving • Community-Facing Service • Outlook • Word • Excel • PowerPoint

RELEVANT HEALTHCARE & HUMAN SERVICES EXPERIENCE

BioTelemetry Malvern, PA

Remote Patient Service Representative December 2019 – December 2025

Provided high-volume telephone support to patients and caregivers regarding medical-device supplies, equipment requests, technical concerns, and time-sensitive service needs.

Managed 70+ inbound and outbound calls daily while identifying needs, resolving concerns, and coordinating appropriate follow-up.

Documented patient interactions, device concerns, complaints, requests, and resolution steps accurately while protecting confidential information and following HIPAA requirements.

Used structured troubleshooting and escalation procedures to address complex situations and connect patients with the appropriate internal resources.

Coordinated with internal technical, sales, and support teams to investigate issues, process equipment requests, and ensure timely follow-up.

Supported patients across a broad age range and varying levels of technology experience, providing clear guidance by phone and assisting with Android/iOS devices and applications.

CVS Health Remote

Coordinator I, CDR Prior Authorization & Appeals October 2022 – October 2024

Reviewed and processed Medicare-related authorization and appeal cases while following CMS, ERISA, Medicaid, client, and internal requirements.

Worked within multiple systems to review case information, document actions, monitor required timelines, and maintain accurate records.

Communicated with beneficiaries and providers regarding case information and required next steps while maintaining confidentiality and professionalism.

Collaborated with clinical and internal teams to resolve case issues and support timely completion of assigned work.

VisionQuest Philadelphia, PA

Child Care Worker & Case Coordinator November 2015 – January 2017

Supported youth with varied needs while maintaining detailed progress and shift documentation.

Used crisis-intervention and de-escalation techniques to respond to behavioral concerns and maintain a safe environment.

Communicated observations and relevant concerns to appropriate staff to support continuity of care and services.

ADDITIONAL PROFESSIONAL EXPERIENCE

OPS Security Group Philadelphia, PA

Luxury Apartment Concierge February 2026 – Present

Provide resident-facing service in a high-end residential community, responding to resident concerns and coordinating with property management, vendors, maintenance, and emergency personnel.

Maintain accurate resident, visitor, operational, and incident records and protect confidential information.

Assess situations, de-escalate concerns, communicate next steps, and escalate issues through appropriate channels.

Securitas Conshohocken, PA

Security Guard, Dispatcher & Receptionist August 2014 – March 2017

Managed high-volume telephone and radio communications and coordinated emergency and non-emergency responses with EMS and law enforcement.

Maintained detailed logs, records, and incident documentation while communicating accurately with multiple stakeholders.

Provided professional assistance to employees and visitors while following established procedures.

BNY Mellon King of Prussia, PA

Call Center Representative February 2017 – February 2018

Handled 50–100 customer calls daily, navigated multiple systems, resolved account concerns, and maintained accuracy under strict deadlines.

AugustaWestland Philadelphia, PA

Customer Order Administrator September 2018 – December 2018

Provided telephone and digital customer support, maintained account records, tracked orders through completion, and coordinated service requests.

EDUCATION

Roberts Vaux High School Philadelphia, PA — High School Diploma

TECHNICAL & PROFESSIONAL SKILLS

Microsoft Outlook • Word • Excel • PowerPoint • Electronic Records • Customer/Patient Support Systems • Telephone & Digital Communication • Confidential Information Handling • Documentation & Reporting

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