Erin Thurmond

Experienced team lead and customer service manager with a proven track record of driving team engagement, improving service quality, and exceeding performance metrics. Skilled in leadership, employee development, and process optimization, with strong interpersonal and problem-solving abilities. Dedicated to maintaining high standards of professionalism, accuracy, and customer satisfaction.

Team Lead - R1RCM - St Johns, FL

(2022-05)

• Provide exceptional customer service and assist patients and families with the check-in process, working across multiple computer systems to register patients efficiently.
• Answer phones and gather accurate patient information quickly in a fast-paced environment.
• Support timely access to care by minimizing registration delays and answering questions with confidence, clarity, and compassion.
• Build trust with patients during moments when they may be ill, anxious, confused, or overwhelmed.
• Navigate diverse insurance plans and coverage details, enter demographics and medical data, collect co-pays, and provide cost estimates when applicable.
• Collaborate with nurses, physicians, and care teams to ensure smooth patient flow.
• Cross-trained in the main Admitting Department and Cashier Department, expanding knowledge of patient registration, financial transactions, and front-end hospital operations.
• Train and support new employees by providing hands-on guidance, coaching, and instruction on department processes, systems, customer service, and performance expectations.

Customer Service Manager - Walmart - St. Augustine, FL

(2014-06 - 2021-04)

Implemented strategies to reduce staff turnover and increase employee engagement while improving service quality and performance metrics.

• Hired, coached, and developed employees to ensure high performance and customer satisfaction.
• Managed daily front-end operations, including scheduling, training, and performance appraisals.
• Maintained accurate records and financial reports, including cash drawers and internal documentation.
• Ensured customers' needs were met with professionalism and efficiency.
• Resolved customer complaints promptly and effectively.

Debt Collector - National Enterprise Systems - Solon, OH

(2012-06 - 2014-06)

• Met and exceeded monthly collection quotas through effective communication and negotiation strategies.
• Maintained accurate and detailed records of all communications and account activities.
• Managed high-volume inbound and outbound calls daily.
• Assisted borrowers in resolving and negotiating repayment options for delinquent Sallie Mae student loan debt.
• Helped customers bring loans into good standing while maintaining professionalism and compliance with regulations.

State Tested Nurse Assistant Certification - The Montefiore Home

High School Diploma - John Hay High School