Andreika Covington
Jacksonville,FL
Summary
Personable Service Writer accomplished in coordinating customer service jobs by distributing among technicians. Focused on customer service by negotiating pricing with vendors as well as navigating insurance and warranty policies. Passionate about solving problems through an in-depth understanding of the service department and customers' expectations.
Overview
8
8
years of professional experience
Work History
PSR II
Radiology Partners LLC (acquired) Ascensions Hosp.
11.2023 - Current
- Gathers necessary demographic, insurance and clinical information from patient and enters into appropriate database. Seeks appropriate resources to resolve issues about the type, date or location of prescribed procedures.
- Schedules patient procedures in a manner that most efficiently utilizes the patient's time and clinical resources. Coordinates and communicates schedules.
- Assists with coordination of activities related to insurance pre-certification/authorization.
- Provides counseling to patient, participant or their representative regarding pre-service requirements and instructions.
Patient Care Coordinator
Optigen JAX
03.2022 - 11.2023
- Using data to do analytical tasks and charting tasks related to patient information
- Communicating with patients about their status and condition through emails, phone and face-to-face conversations
- Managing patient accounts with contact information, insurance and financial information in a confidential manner
- Scheduling patient visits and answer questions, including billing and preparation
- Ensuring services comply with state and federal regulatory requirements
Patient Access Representative II
Baptist Health South Florida
10.2021 - 03.2023
- Registering patients accurately and efficiently.
- Utilizing of multiple systems and interfaces.
- Cross-Training in order to work in multiple patient access areas.
- Maintaining service excellence to patients and visitors for face-to-face and telephonic encounters.
- Contributing to PAS Goals as defined annually
- Possessing a strong understanding of State and Federal regulations including EMTALA, AHCA, and JCAHO.
- Maintaining a professional relationship with all clinical and non-clinical team members.
- Being able to articulate compliance documentation and ensure completion of required patient consent forms.
- Maintaining patient privacy in accordance with HIPAA guidelines.
- On Call Team during week-long rotations.
- Flexibility to work on a rotating schedule.
- Selecting a region containing 4 Baptist Facilities and traveling to assignments within.
- Coaching team members and providing quality feedback to increase compliance and accuracy.
Medical Assistant
Telescopes Health
07.2021 - 09.2022
- Triaging patients, measuring vitals, and recording information on patients’ charts
- Blood draws, venipuncture, specimen collection, and completion of lab work
- Administering medications and immunizations under provider direction
- Setting up procedures as instructed by provider
- Preparing treatment rooms for examinations and bringing patients from the waiting room to exam rooms
- Checking patients in and out; verifying insurance; collecting payments
Technical Support Supervisor
Valor Intelligent Processing
02.2020 - 08.2021
- Overseer of 17 agents including a assistant Team Lead, fix time cards and payroll, coached, and trained agents, supervised calls and daily functions with agents, intervene on escalated calls, repaired internet service, issued escalated tickets, handle writes up, absences, PTO, terminations
Retention Specialist
Focus Services
08.2020 - 02.2021
- Retain customers of spectrum services for various reasons, bill increases, rate reductions, failed installs, outages, poor customer service
- Cancel service, transfer services to one location to the next
- Lower bills, restart service, put accounts on seasonal hold
Part-Time Sortation Associate
Amazon
03.2020 - 09.2020
- Duties: Receive incoming shipments, open packages, sort out items according to predefined procedures, and ensure that all packing and labeling activities for outgoing shipments are properly handled
- Receive incoming shipments and compare them with the work orders
- Sort shipments out according to their sizes, batch numbers, and types
- Refer to work orders to determine the type and quantity of items to be retrieved and ensure that they are timely picked
- Move picked items to the packing area, ensuring that they are properly and securely packed and labeled with pertinent information
Outreach Specialist
Pop HealthCare
05.2019 - 01.2020
- Duties: Responsible for providing pertinent data, quality assurance and outreach activities
- Trained new employees on company customer service policies and service level standards
- Coordinated schedules and set appointments by calling High-Risk Patients
- Used Five 9 to document calls and schedule appointments
- Working as part of a team to design and deliver a range of innovative community outreach and engagement activities around Duval County
- Recruiting clients and agencies into the seeking safety program and ensuring that they remain engaged and involved
Content Review Analyst
Genpact
08.2018 - 03.2019
- Duties: Essential for guarding and maintaining the online reputation of a business
- Conducted analysis to address discrepancy with Software which led to Software performing Human-Like Task
- Reviewed information and elements regularly on websites and pages for accuracy and functionality
- Analyze content streams and topics to audit and evaluate content, including prioritization
- Train employees and perform other required actions to improve data quality and coverage
Customer Care Specialist
Spherion Staffing
03.2018 - 07.2018
- Duties: Consisted of resolving customer queries, recommending solutions and guiding product users through features and functionalities
- Check to ensure that appropriate changes were made to resolve customers' problems
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Review insurance policy terms to determine losses are covered by insurance
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
Service Writer
Safe Touch
02.2017 - 02.2018
- Duties: Develop relationships with customers through successful management of product or service delivery, tracking repairs and their causes, scheduling technicians and processing warranties
- Exceeded team goals and collaborated with staff to implement customer service initiatives
- Conferred with customers to understand service needs and write up accurate orders
- Scheduled and coordinated work for more than 100 customers each day in fast-paced setting
- Developing strong customer relationships through the successful management of products and service delivery
- Maintaining computerized customer profile information
- Monitoring customer records to check for regular scheduled servicing and future remedial work and calling the customer to arrange appointments
Skills
- Client Relationship Management
- Data Accuracy Assurance
- Data Analysis Expertise
- Proficient Typist at 90 WPM
- Dispute Resolution
- Policy Compliance
- Adaptable Work Hours
- Expertise in Microsoft Office
- Effective Communication
- Telecommunications Experience
- Client Support
- Data Privacy Management
- Excellent Time Management Skills
- Medical scheduling
- Insurance Eligibility Verification
- Proficient in EMR Implementation
- Medical Terminology
Timeline
PSR II
Radiology Partners LLC (acquired) Ascensions Hosp.
11.2023 - Current
Patient Care Coordinator
Optigen JAX
03.2022 - 11.2023
Patient Access Representative II
Baptist Health South Florida
10.2021 - 03.2023
Medical Assistant
Telescopes Health
07.2021 - 09.2022
Retention Specialist
Focus Services
08.2020 - 02.2021
Part-Time Sortation Associate
Amazon
03.2020 - 09.2020
Technical Support Supervisor
Valor Intelligent Processing
02.2020 - 08.2021
Outreach Specialist
Pop HealthCare
05.2019 - 01.2020
Content Review Analyst
Genpact
08.2018 - 03.2019
Customer Care Specialist
Spherion Staffing
03.2018 - 07.2018
Service Writer
Safe Touch
02.2017 - 02.2018
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