Erica Clark
Clayton
Summary
Detail-oriented Data Entry Specialist and Healthcare Support Professional with extensive experience in medical records abstraction, billing data management, and patient care. Skilled in accurately processing complex healthcare documentation, maintaining HIPAA compliance, and ensuring data integrity for research and clinical purposes. Demonstrates consistent excellence in high-volume, detail-focused environments and a strong commitment to quality, accuracy, and professional development. Currently pursuing an Associate Degree in Nursing to further enhance clinical expertise.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Data Entry Specialist/ Medical Records Abstractor
U.S Federal Medical Expenditure Survey (RTI International)
02.2025 - Current
- Abstract detailed information from medical records, provider statements, and insurance claims for federal healthcare expenditure research.
- Enter and validate medical billing data including dates of service, diagnoses, procedures, charges, payments, and payer information.
- Review Explanation of Benefits (EOBs), UB-04, and CMS-1500 claim forms for accuracy and completeness.
- Apply medical terminology knowledge to accurately interpret clinical and billing documentation.
- Cross-check records to ensure consistency and data integrity across reporting periods.
- Maintain strict compliance with HIPAA and federal data security standards.
- Identify discrepancies in documentation or billing and apply corrective updates per MEPS protocols.
- Document abstraction sources and notes for audit and quality review purposes.
Chat Representative II
Charter Communications (Spectrum)
02.2023 - 12.2024
- Provided high-volume customer support via chat, phone, and electronic systems.
- Assisted customers with TV, Voice, and Internet services, including troubleshooting, billing, upgrades, and service changes.
- Dispatched field technicians for installations, service repairs, and escalated technical issues.
- Entered, verified, and updated customer account information with accuracy and confidentiality.
- Processed service orders, disconnects, transfers, and upgrades in internal systems.
- Documented customer interactions thoroughly to maintain accurate account histories.
Patient Care Technician – Dialysis
Fresenius Medical Care
02.2023 - 08.2023
- Provided direct patient care during hemodialysis treatments under nursing supervision.
- Prepared dialysis machines and verified treatment parameters prior to initiation.
- Monitored vital signs, fluid balance, and patient responses during treatments.
- Assisted with cannulation, bloodline setup, and infection control procedures.
- Accurately documented treatment data in electronic health records.
Customer Relations Specialist
1-800-PACK-RAT, LLC
05.2022 - 01.2023
- Engaged with customer via all applications on a daily basis- (phone, chat & email)
- Interpreted and used call center reporting
- Worked with crews/ facilities and provided solutions to overcome customer concerns
- Confirmed email inbox is cleared every morning and evening
- Developed relationships with customers to ensure repeat business.
- Provided product information, pricing and delivery details to customers.
- Resolved customer complaints promptly and efficiently.
- Directed customers who had a great experience to review us online
- Answered customer inquiries and additional projects
- Processed invoices, ensuring all are sent in a timely manner
- Managed Salesforce database.
- Built relationships with distributors and dealers by providing first-line support and education.
- Served as a liaison between customers and internal teams when needed.
- Maintained accurate records of customer interactions and transactions.
- Collaborated with other departments to ensure timely resolution of customer issues.
- Tracked customer satisfaction surveys and responded accordingly.
- Conducted research on competitive products and services offered by competitors.
- Created reports detailing customer feedback, trends, suggestions and complaints.
- Identified opportunities to increase sales through improved service offerings.
- Participated in team meetings to share best practices regarding customer relations management.
- Exceeded company productivity standards on consistent basis.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Upheld privacy and security requirements for customer information.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to resolve service and billing issues.
Customer Service Advocate
Carvana
08.2021 - 05.2022
- Greeted and assisted customers with inquiries regarding products and services.
- Frequently interacted with customers in person, by phone, email, and text
- Coordinated with customers delivery of vehicles purchased from Carvana
- Kept and maintained accurate detailed notes of customer interactions
- Completed pre-delivery checklist to assure the vehicle is ready for delivery
- Promptly responded to customer requests and assist customers to resolve issues and complaints
- Resolved complex issues with guidance from others
- Put together fun customized care packages
- Operated customized single-car haulers on public roads to deliver newly purchased vehicles to customers
- Accurately completed customer paperwork and prepare for DMV.
- Provided accurate, valid, and complete information to customers in a timely manner.
- Resolved customer complaints via phone, email, mail or social media.
- Processed orders, forms, applications and requests.
- Maintained records of customer interactions and transactions.
- Developed relationships with customers through friendly conversations.
- Identified potential opportunities to upsell products or services.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Adhered to all company guidelines when interacting with customers.
- Worked closely with other departments to ensure quality customer service delivery.
- Managed incoming calls from customers in a professional manner.
- Attended weekly meetings on changes in processes that affect the organization's ability to provide excellent service.
- Received daily delivery instructions and route assignments from dispatch.
- Ensured accurate completion of all paperwork associated with deliveries.
- Inspected delivery vehicle to ensure optimal safety and performance prior to each trip.
- Maintained accurate records of goods delivered and collected payments as required.
- Adhered to all applicable traffic laws while driving delivery vehicle.
- Communicated regularly with dispatch regarding any delays or issues encountered on routes.
- Followed safety protocols for loading, unloading, securing, inspecting, operating, and maintaining the assigned vehicle.
- Responded promptly to emergency situations involving vehicles or personnel on the roadways.
- Cleaned interior and exterior of delivery vehicle at end of shift as needed.
- Reported mechanical issues with delivery vehicle to supervisor in a timely manner.
- Delivered goods in a timely fashion while adhering to speed limits and other traffic regulations.
Warehouse Associate
Amazon Fullfillment Center
10.2020 - 07.2021
- Moved large quantities of merchandise by operating carts, dollies, and hand trucks
- Received, staged, and stored incoming merchandise
- Processed new stock by inputting information into system and adding labels
- Picked and packed as many as 255 orders per hour with consistent accuracy
- Sorted and palletized freight for easy movement across 640,000 square foot warehouse
- Managed incoming stock, including inspecting and documenting merchandise
- Verified shipments by checking received items against invoices
- Supported efficient sales floor restocking, palletizing and moving groups of boxes to merchandise aisles
- Completed daily cycle counts and assisted with monthly inventory audits
- Organized over 1,000 shipments per day to domestic and international customers.
Paratransit Driver
MV Transportation Services
06.2018 - 08.2019
- • Communicated effectively with dispatcher and central office personnel via two-way radio
- Documented course of day, including odometer readings, times, and passenger information
- Conducted pre-trip and post-trip inspections to ensure proper operating condition of vehicle and onboard equipment
- Operated paratransit vehicle according to all policies and procedures
- Ensured safety of all passengers via use of appropriate on-board restraints
- Responded to passengers' questions pertaining to transit routes
- Stayed in constant communication with dispatch staff and management, smoothly coordinating route changes
- Prevented shifting by securing passengers' belongings in designated areas
- Assisted individuals with limited mobility, providing support with getting onto and off MV Transportation Vans
- Operated GPS and automatic vehicle locator technology
- Provided ambulatory, wheel chair, and stretcher transport for elderly and other disabled individuals
- Planned routes to destination and evaluated alternatives for unexpected detours or emergencies
- Protected passengers, vehicles, and general public by carefully following road rules
- Fueled van daily and maintained interior and exterior of vehicle.
Customer Service Representative
Florida Blue (Blue Cross Blue Shield of Florida)
08.2017 - 06.2018
- Answered inbound calls each day to handle various concerns, set appointments, and close sales
- Answered customer questions about policies and procedures with friendly and knowledgeable approach
- Made outbound calls to obtain account information.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification
- Maximized satisfaction by anticipating needs and consistently offering expert support
- Investigated and resolved customer concerns related to order inquiries and delivery tracking
- Protected customer and company information with strict use of established security procedures
- Handled customers' advanced needs with properly escalated calls and scheduled service appointments
- Managed paperwork and Microsoft updates for new sales and program sign-ups
- Referred unresolved customer grievances to designated departments for further investigation
- Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Avoided revenue losses with diligent attention to customers' needs and complaints
- Updated records with all interactions and customers transactions
- Met inbound customer needs while maintaining strict performance targets
- Resolved customer grievances consistently, collaborating with team members to achieve creative solutions.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Food Service Supervisor
North Carolina State University
02.2014 - 08.2017
- Trained and developed food service team members in company policies and service standards
- Motivated exceptional performance from team members, empowering staff to handle problems and seek out opportunities for improvement
- Supported food service department growth, monitoring industry trends to maintain competitive pricing and service offerings
- Reduced excess expenditures by monitoring budget adherence and assisting with budget development
- Reduced expenses by monitoring inventory, purchasing, and resource allocation
- Enhanced customer satisfaction by training employees in service strategies and improving engagement
- Compiled and balanced cash receipts at end of day or shift
- Performed various financial activities such as cash handling, deposit preparation, and payroll
- Controlled costs, consistently tracking food and supply usage and minimizing waste
- Improved performance by mentoring struggling workers to strengthen job skills and knowledge
- Achieved consistently high inspection scores by effectively managing food safety, storage procedures and cleaning processes
- Focused food service team with clear objectives, careful monitoring and consistent leadership.
Education
Associate of Science - Nursing
Wake Technical Community College
Raleigh, NC05-2027
Skills
- Medical Records Abstraction & Billing Review
- Data Entry & Data Validation
- HIPAA Compliance & EHR Documentation
- Medical Terminology & Clinical Data Interpretation
- Quality Control & Auditing
- Customer Account Management & CRM Systems (Salesforce)
- Microsoft Office & Google Workspace
- Typing 65 WPM / 10-Key
- Time Management, Attention to Detail, Communication & Problem Solving
- Management
- Call Center Operations
- Customer Service
- Professional Telephone Demeanor
- Complaint Resolution
- Inbound and Outbound Calling
- Customer Correspondence
- Computer Proficiency
- Data entry
- Data Collection
- Administrative Support
- Google Docs
- Microsoft Office Expertise
- Microsoft PowerPoint
- Microsoft Outlook
- Microsoft PowerPoint
- Microsoft Office Suite
- Google Suite
- Clerical Support
- Paperwork Processing
- Document Control
- Documentation review
- Office Equipment
- Purchasing
- Sales Support
- Freight Experience
- Sales Expertise
- Negotiation
- Pricing
- Order Fulfillment
- Technical Support
- Guest Services
- Cash handling
- Retail sales
- Route driving
- Delivery driver experience
- Office Management
- Communication
- Account Management
- Issue Resolution
- Needs Analysis
- Report Preparation
- Process Optimization
- Medical Terminology Knowledge
- Quality Control
- Customer Satisfaction
- Customer Engagement
- Problem-Solving Abilities
Certification
- CNP - Certified Notary Public
Timeline
Data Entry Specialist/ Medical Records Abstractor
U.S Federal Medical Expenditure Survey (RTI International)
02.2025 - Current
Chat Representative II
Charter Communications (Spectrum)
02.2023 - 12.2024
Patient Care Technician – Dialysis
Fresenius Medical Care
02.2023 - 08.2023
Customer Relations Specialist
1-800-PACK-RAT, LLC
05.2022 - 01.2023
Customer Service Advocate
Carvana
08.2021 - 05.2022
Warehouse Associate
Amazon Fullfillment Center
10.2020 - 07.2021
Paratransit Driver
MV Transportation Services
06.2018 - 08.2019
Customer Service Representative
Florida Blue (Blue Cross Blue Shield of Florida)
08.2017 - 06.2018
Food Service Supervisor
North Carolina State University
02.2014 - 08.2017
Associate of Science - Nursing
Wake Technical Community College