Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
Generic

ERICA GRAHAM

Garner

Summary

A highly motivated and dependable individual with an extensive history in providing service to the community with motivation to maintain customer satisfaction and contribute to company success. Friendly, reliable and adaptable.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Patient Service Associate

Duke Urgent Care
Knightdale
07.2019 - Current
  • Coordinated patient care across healthcare professionals to ensure comprehensive treatment plans.
  • Ensured accurate completion of all required discharge forms for patients.
  • Answered incoming patient calls, providing information on services and directing inquiries appropriately.
  • Assisted with patient check-in by verifying insurance, collecting co-payments, and scheduling follow-ups.
  • Prepared documents for insurance reimbursement to facilitate claims processing.
  • Performed data entry in electronic health record system to maintain accurate patient information.
  • Explained treatment options to patients, securing informed consent prior to procedures.
  • Greeted patients upon arrival, providing assistance and addressing inquiries promptly.

<ul> <li>Assist with mail order prescription refills by navigating through multiple computer applications with speed and accuracy using CRM Salesforce and GCP software</li> <li>Assistant customers in tracking missing orders</li> <li>Maximize customers benefits with one call resolution</li> <li>Quote estimated copays for prescriptions using Argus and RxLookup</li> <li>Provide troubleshooting assistance to customers.</li> </ul>

Conduent
Raleigh
09.2017 - 07.2019
  • Assist with mail order prescription refills by navigating through multiple computer applications with speed and accuracy using CRM Salesforce and GCP software
  • Assistant customers in tracking missing orders
  • Maximize customers benefits with one call resolution
  • Quote estimated copays for prescriptions using Argus and RxLookup
  • Provide troubleshooting assistance to customers.

<ul><li>Probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer.</li><li>Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.</li><li>Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.</li><li>Maintain basic knowledge of client products and services.</li><li>Prepare and complete work including appropriately notating accounts.</li><li>Participate in activities designed to improve customer satisfaction and business performance.</li><li>Offer additional products and services.</li><li>Track, document and retrieve information in call tracking database.</li></ul>

Convergys
Jacksonville
09.2014 - 03.2017
  • Probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer.
  • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
  • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
  • Maintain basic knowledge of client products and services.
  • Prepare and complete work including appropriately notating accounts.
  • Participate in activities designed to improve customer satisfaction and business performance.
  • Offer additional products and services.
  • Track, document and retrieve information in call tracking database.

<ul><li>Perform various financial activities such as cash handling and deposit preparation.</li><li>Resolve customer complaints regarding service.</li><li>Facilitate inventory and stock management; conducting counts to assist department manager with preparing replenishment inventories.</li><li>Maintain and organize store displays to enhance product visibility and expedite product location activities.</li><li>Interface with customers to identify purchasing needs and direct them to appropriate department; recommend additional products or cost-effective alternatives to enhance service and satisfaction.</li><li>Increase sales revenues and actualize sales techniques to achieve set sales goals; confirm and change price signage on designated products during seasonal promotions.</li></ul>

The Paradies Shops
Morrisville
12.2009 - 06.2014
  • Perform various financial activities such as cash handling and deposit preparation.
  • Resolve customer complaints regarding service.
  • Facilitate inventory and stock management; conducting counts to assist department manager with preparing replenishment inventories.
  • Maintain and organize store displays to enhance product visibility and expedite product location activities.
  • Interface with customers to identify purchasing needs and direct them to appropriate department; recommend additional products or cost-effective alternatives to enhance service and satisfaction.
  • Increase sales revenues and actualize sales techniques to achieve set sales goals; confirm and change price signage on designated products during seasonal promotions.

Education

High School Diploma -

Iwakuni, Japan
Iwakuni, Japan
01.2003

Skills

  • Time management skills
  • Multi-tasker
  • Verbal and written communication
  • Ability to work as a team member, as well as independently
  • Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
  • Time management skills
  • Multi-tasker
  • Verbal and written communication
  • Ability to work as a team member, as well as independently
  • Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

Affiliations

  • President of Work Culture at Duke Urgent Care Knightdale 2019-2023

Certification

  • American Academy of CPR and First Aid Basic Life Support (BLS)

Timeline

Patient Service Associate

Duke Urgent Care
07.2019 - Current

<ul> <li>Assist with mail order prescription refills by navigating through multiple computer applications with speed and accuracy using CRM Salesforce and GCP software</li> <li>Assistant customers in tracking missing orders</li> <li>Maximize customers benefits with one call resolution</li> <li>Quote estimated copays for prescriptions using Argus and RxLookup</li> <li>Provide troubleshooting assistance to customers.</li> </ul>

Conduent
09.2017 - 07.2019

<ul><li>Probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer.</li><li>Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.</li><li>Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.</li><li>Maintain basic knowledge of client products and services.</li><li>Prepare and complete work including appropriately notating accounts.</li><li>Participate in activities designed to improve customer satisfaction and business performance.</li><li>Offer additional products and services.</li><li>Track, document and retrieve information in call tracking database.</li></ul>

Convergys
09.2014 - 03.2017

<ul><li>Perform various financial activities such as cash handling and deposit preparation.</li><li>Resolve customer complaints regarding service.</li><li>Facilitate inventory and stock management; conducting counts to assist department manager with preparing replenishment inventories.</li><li>Maintain and organize store displays to enhance product visibility and expedite product location activities.</li><li>Interface with customers to identify purchasing needs and direct them to appropriate department; recommend additional products or cost-effective alternatives to enhance service and satisfaction.</li><li>Increase sales revenues and actualize sales techniques to achieve set sales goals; confirm and change price signage on designated products during seasonal promotions.</li></ul>

The Paradies Shops
12.2009 - 06.2014

High School Diploma -

Iwakuni, Japan

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ERICA GRAHAM