1. Erma M. Coleman
2014 South Racine Apt. 311 (773) 732-0091
Chicago, IL 60608 msjazzie1@yahoo.com
CUSTOMER SERVICE SPECIALIST
Care 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 includingmedical 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 RO F ESSIO N AL EX P ERIEN CE
UNIVERSITY OF ILLINOIS, CHICAGO, IL 1999 - Present
Patient Service Specialist (2005 – Present)
 Greet new and existingcustomersobtainingkey information necessary for admission and determiningeligibility
based on set program and hospital guidelines.
 Provide comprehensive patient support from the pre-admittance interview through todischarge and collection.
 Perform general office dutiesincludingansweringphone calls providingthe best possible service all timeswhile
directingindividualsthe appropriate employee or department.
 Handle billingand collection dutiesincludingproviding education on rates, services, charges, payment policy
and financial assistance and makingpayment and conforming arrangements.
 Manage the patient record system, ensuringdata integritythrough attention to detail.
 Provides support to both patientsand their families as needed duringtimesof crisis.
 Maintain an accurate calendar while schedulingappointments.
Ambulatory Care Assistant (2004 – 2005)
 Responded to complex inquiresin a timelymanner, providing education and clarification on department
services, policiesand procedures.
 Researched complex inquiriesusingmultiple sources to addressqualitycontrol concerns and solve problemson
individual cases.
 Maintained detailed recordson customer interactionsand transactions, recordingdetailsof the inquiries,
complaint and commentsincludingthe appropriate course of action.
 Reportsclient feedback, identifiesproblemsand trendsand suggestion resolution asneeded.
 Maintainsaccurate, updated records and files, carefully handlingconfidential information.
Ambulatory Care Aide I (2002 – 2004)
 Responded to routine inquiresin a timelymanner, providinginformation on department services,policies and
procedures.
 Resolved client complaintsresearchingthe issue and communicatingthe resolution the client in a timely
manner.
 Served as the main point of contact for qualitycontrol concerns and general inquires.
 Communicated with and informed campusclientson recent improvementsand departmental developments.
 Greeted visitors,providing outstandingcustomer service while determiningthe nature and purpose of the visit
and directingor escortingthe individual to their destination.
 Received payment for fees,bills and assessmentsproviding education on the process and using high attention to
detail to ensure accuracy.

2. ERMA COLEMAN Resume, Page 2
Professional Experience Continued
Unit Clerk - Temporary Position (1999 – 2002)
 Maintained records and files for accuracy and accessibility, working with confidential materials.
 Reviewed document to determine completenessand accuracy of information.
 Reconciled discrepanciesbetween unit recordsand those from other universitydepartments.
 Responsible for billing, receivingand records payments.
ED UCATIO N
General Equivalency Diploma – Loop Academy of Business, Chicago, IL
Completed Job Readiness Program – Allison United Foundation, Chicago, IL
TECHN ICAL P RO F ICIEN CY
Cerner Scheduling/Patient Registration System
HealthPay24 Payment System
E-Care/Passport One Source Insurance System
Power Chart