Erica Waugh

Detail-oriented and career-driven administrative professional seeking an Administrative Assistant position where I can apply my organizational, clerical, and customer service skills to support efficient office operations and deliver exceptional service.

Call Center Agent - MedStar Shah Medical Group - Waldorf, MD

(2022-12 - 2025-10)

• Answer incoming calls, triage inquiries, and route urgent calls appropriately.
• Schedule patient appointments and verify insurance eligibility.
• Record and deliver accurate messages to physicians and staff.
• Communicate clearly and empathetically to ensure patient satisfaction.
• Collaborate with clinical staff to optimize scheduling and workflow efficiency.

Front Office Assistant / Receptionist - Shah Dermatology LLC (MedStar Shah Medical Group) - Waldorf, MD

(2022-01 - 2022-12)

• Greeted and checked in patients; maintained EHR, EMA, and PM systems.
• Scheduled and confirmed appointments, handled multi-line phones, and routed calls.
• Processed prescription refills, prior authorizations, and insurance forms.
• Managed patient payments, copays, and prepared itemized receipts.
• Filed, scanned, and faxed patient records and pathology reports.
• Assisted physicians with correspondence and interoffice communication.

Medical Receptionist - Charles County Dermatology - White Plains, MD

(2020-12 - 2021-12)

• Greeted patients, answered multi-line phones, and scheduled appointments.
• Verified insurance, entered data, and maintained patient profiles.
• Processed payments and handled billing inquiries.
• Performed clerical duties: filing, scanning, faxing, and record management.

Activities Assistant - HMR Veterans Services, Inc. - Charlotte Hall, MD

(2015-02 - 2020-12)

• Planned and implemented recreational activities for residents.
• Coordinated with medical and social staff to support individualized care.
• Maintained records, care plans, and departmental supplies.
• Promoted engagement and positive social interaction among residents.
• Completed required documentation and chart updates independently.

Customer Service Representative / Telemarketer - Maryland Independent Newspaper - Waldorf, MD

(2012-07 - 2015-02)

• Managed multi-line phones and customer subscription renewals.
• Updated and maintained spreadsheets for carrier manifests and payments.
• Communicated with district managers to resolve customer issues.
• Prepared correspondence, invoices, and performed daily office closeout.

Office Assistant - Refuse Rescues - Waldorf, MD

(2009-01 - 2011-10)

• Opened and closed office; managed mail, scheduling, and customer calls.
• Registered new customers, processed payments, and maintained databases.
• Assisted drivers with routes, complaints, and daily operations.
• Created reports and entered time and attendance data.
• Utilized Microsoft Office Suite for spreadsheets and communications.

Certificate - Medical Office Administration - Martinsburg EDU (2021-05)

High School Diploma - La Plata High School (2006)