Erma M. Coleman

2014 South Racine Apt. 311 (773) 732-0091

Chicago, IL 60608 msjazzie1@yahoo.com

CUSTOMER SERVICE SPECIALISTCare Coordination | Customer Engagement | Patient Support

Patient service/care coordinator specialist with expertise providing comprehensive patient support and guidance through the medical process. A strong communicator able to provide education on each step of the process from admission through to discharge. Recognized for the ability to speak with patients with discretion and tact discussing sensitive issues including medical and financial issues. Able to combine a passion around the level of care provided with office management skills to develop efficient, caring environments.

Admission Interviews Billing & Collections Attention to Detail Regulations & Requirements

Administrative Support Office Management Best Practices Internal/External Communication Problem Resolution

Record Management Family Support Staff Engagement Financial Assistance

P R O F E S S I O N A L E X P E R I E N C E

UNIVERSITY OF ILLINOIS, CHICAGO, IL 1999 - PresentPatient Service Specialist (2005 – Present)

Greet new and existing customers obtaining key information necessary for admission and determining eligibility based on set program and hospital guidelines.

Provide comprehensive patient support from the pre-admittance interview through to discharge and collection. Perform general office duties including answering phone calls providing the best possible service all times while

directing individuals the appropriate employee or department. Handle billing and collection duties including providing education on rates, services, charges, payment policy

and financial assistance and making payment and conforming arrangements. Manage the patient record system, ensuring data integrity through attention to detail. Provides support to both patients and their families as needed during times of crisis. Maintain an accurate calendar while scheduling appointments.

Ambulatory Care Assistant (2004 – 2005) Responded to complex inquires in a timely manner, providing education and clarification on department

services, policies and procedures. Researched complex inquiries using multiple sources to address quality control concerns and solve problems on

individual cases. Maintained detailed records on customer interactions and transactions, recording details of the inquiries,

complaint and comments including the appropriate course of action. Reports client feedback, identifies problems and trends and suggestion resolution as needed. Maintains accurate, updated records and files, carefully handling confidential information.

Ambulatory Care Aide I (2002 – 2004) Responded to routine inquires in a timely manner, providing information on department services, policies and

procedures. Resolved client complaints researching the issue and communicating the resolution the client in a timely

manner. Served as the main point of contact for quality control concerns and general inquires. Communicated with and informed campus clients on recent improvements and departmental developments. Greeted visitors, providing outstanding customer service while determining the nature and purpose of the visit

and directing or escorting the individual to their destination.

ERMA COLEMAN Resume, Page 2Professional Experience Continued

Received payment for fees, bills and assessments providing education on the process and using high attention to detail to ensure accuracy.

Unit Clerk - Temporary Position (1999 – 2002) Maintained records and files for accuracy and accessibility, working with confidential materials. Reviewed document to determine completeness and accuracy of information. Reconciled discrepancies between unit records and those from other university departments. Responsible for billing, receiving and records payments.

E D U C A T I O N

General Equivalency Diploma – Loop Academy of Business, Chicago, IL

Completed Job Readiness Program – Allison United Foundation, Chicago, IL

T E C H N I C A L P R O F I C I E N C Y

Cerner Scheduling/Patient Registration SystemHealthPay24 Payment System

E-Care/Passport One Source Insurance SystemPower Chart