Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ericka Golden

Phoenix

Summary

Skilled call center/health care/administrative professional committed to addressing client/agent concerns with speed, accuracy, and professionalism. Offering a record of successful job performance, proven problem-solving ability, and experience in implementing innovative solutions. Authorized to work in the US for any employer

Overview

23
23
years of professional experience

Work History

Patient Access Supervisor

Conifer Health Solutions
10.2023 - 05.2025
  • Oversees Outpatient, In Patient, and ED Registration Teams within Abrazo Arizona Heart. Provide daily support, mentoring, and coaching. Maintains daily reports, conducts Team huddles, as well as assisting in resolving issues within the Patient Access Department. Conduct monthly projects at the direction of management or as needed. Responsibilities include managing staffing, training, and mentoring employees, ensuring adherence to policies and procedures, monitoring operational metrics to achieve client and Conifer goals.

Quality Specialist I

Upgrade Inc.
07.2023 - 09.2023
  • Monitor and measure quality evaluations of agents to determine measurable operational functions and duties that reflect quality service expectations and adherence to banking regulations and rules. Conduct monthly Call Calibration Sessions with other QA specialists on a bi-weekly basis to ensure we are in line with policy/expectations. Monitoring daily activities and performance of Team(s).

Benefits Associate IV

Conduent
06.2017 - 05.2021
  • Assist Benefits Associates with questions about HSA/FSA/DC FSA accounts. Facilitate training for all new hires, and cross-training for existing Benefit Associates. Monitor CMS to ensure adequate call center coverage. Handle supervisor escalations from account holders. Conduct quality evaluations and coaching sessions with Associates to ensure they meet customer service and quality standards. Investigate account holder escalations to determine root causes and provide recommendations to Leadership on the next steps of resolution/Associate remediation and coaching if needed. Update attendance records on Benefit Associates and forward infractions to Team Managers.

Sr. Quality Associate

Xerox/Conduent
06.2008 - 05.2017
  • Monitor and measure quality evaluations of agents to determine measurable operational functions and duties that reflect quality service expectations. Use quality monitoring data to compile and track performance at the team and individual level, and share results with Member Services Management to provide constructive coaching and remediation when necessary to agents. Conduct monthly Call Calibration Sessions with clients to ensure compliance with set expectations. Facilitate new hire training and cross-training for current Customer Service Specialists. Handle supervisor escalations from both clients and participants. Effectively de-escalate and solve complex issues on both participant/client levels. Analyze Voice of the Customer report to determine root cause, report back to client steps taken to resolve issue/complaint. Monitor CMS to ensure agents adhere to after-call work time, and break/lunch schedules. Assist call center operations manager daily with the management of the Team, checking attendance line, approving/denying leave requests when the manager is out of office, attending weekly management meetings as necessary, and assisting in gathering the necessary information for research to resolve inquiries/complaints. Assisted in providing directions to agents by assigning tasks and checking work at frequent intervals.AHCCCS Administration Directs and manages all activities associated with Call Center operations, including developing and implementing policies and procedures on systems Facilitated training for new service representatives and ongoing training

Member Services Supervisor

State of Arizona
09.2002 - 05.2008
  • Conducted quality report analysis. Coach and counsel Member Services Representatives. Monitor call volume and abandonment rate through the Cisco Reporting Tool. Prepare payroll and all leave requests. Complete performance evaluations/administer correction action as needed. Maintain attendance records. Manage a Team of 15 representatives to handle inbound/outbound calls regarding eligibility and account questions for AHCCCS members. Reconciled AHCCCS member’s accounts to ensure complete and accurate account data about eligibility status, household size, and demographic data. Completed daily AD HOC reporting about call stats, average handle time, and atonement rate of call center representatives. Assesses and analyzes team performance, identifies performance gaps, and provides feedback and coaching sessions weekly with Member Service Representatives/Team Supervisor. Ensures productivity meets or exceeds service and quality standards.

Education

GED - General Studies

South Mountain Community College
Phoenix, AZ
01.2002

Skills

  • Administrative Experience
  • Quality Assurance
  • Team Coaching
  • Microsoft Office
  • Time Management
  • Microsoft Excel
  • Microsoft Word
  • Customer Service
  • Calibration
  • Content Management Systems
  • Insurance verification
  • Team management
  • Effective problem solving
  • HIPAA compliance
  • Revenue cycle management
  • Healthcare
  • Customer service
  • Problem-solving
  • Team collaboration
  • Team leadership
  • Verbal and written communication
  • Registration and admissions
  • Quality assurance

Timeline

Patient Access Supervisor

Conifer Health Solutions
10.2023 - 05.2025

Quality Specialist I

Upgrade Inc.
07.2023 - 09.2023

Benefits Associate IV

Conduent
06.2017 - 05.2021

Sr. Quality Associate

Xerox/Conduent
06.2008 - 05.2017

Member Services Supervisor

State of Arizona
09.2002 - 05.2008

GED - General Studies

South Mountain Community College

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Ericka Golden