Summary
Overview
Work History
Education
Skills
Timeline
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Patrina Covington

Antioch,TN

Summary

Customer-oriented Patient Access Specialist with 10+ years background in patient services and over 25+ years in customer services, with sound knowledge of patient registration procedures and exceptional telephone and communication abilities. Specialist that is organized and dependable candidate, successful at managing multiple priorities to meet goals with a positive attitude, for both external and internal customers, with a clear understanding of HIPAA rules and insurance protocols. Skilled and trained in cashier work and knowledgeable about cafeteria operations. Promotes safety and product sales by expertly handling food items. Reliable in staying on top of demand and completing daily checklists. Hardworking Cafeteria Cashier successful at handling continuous work serving wide range of customers. Accurate in calculating totals, issuing change and balancing registers. Dedicated to teamwork and customer satisfaction.

Overview

18
18
years of professional experience

Work History

Nutrition Service Worker

Metro Nashville Public Schools
01.2024 - Current
  • Delivered exceptional customer service during meal times, addressing patient concerns and requests promptly.
  • Prepared nutritious meals using standardized recipes, ensuring consistency in taste and presentation.
  • Promoted a welcoming dining experience for patients through attentive service and cheerful demeanor during meal times.
  • Contributed to a clean and safe food service environment by following strict sanitation guidelines.
  • Participated in continuous improvement initiatives aimed at enhancing the overall quality of nutrition services offered to patients.
  • Maintained a positive work atmosphere by fostering teamwork among colleagues and demonstrating strong communication skills.
  • Assisted in conducting inventory checks, maintaining accurate records of food supplies and equipment.
  • Enhanced patient satisfaction by providing well-balanced meal options, adhering to dietary restrictions and preferences.

Patient Access Specialist

Vanderbilt Patient Access Center
03.2015 - 01.2024
  • Call Management: clearly and professionally communicate information during inbound and outbound call conversations.
  • Handle calls in efficient and effective manner using standard greetings
  • Follow establish guidelines for customer service and quality.
  • Ensure accuracy in answering questions and assisting customer with requests to meet their needs.
  • Reliably route customer to appropriate destination with.
  • Documentation/Messaging: accurately capture customer information and document using messaging system to clinic staff and/or providers.
  • Capture information using guidelines established for area.
  • Schedule appointments: schedule appointments in Epic or other scheduling system using guidelines for area/department.
  • Maintain updated reference materials and manuals.
  • Professional development: engage in ongoing training to enhance skills, talent and knowledge by participating in educational opportunities, and implementing innovative models.
  • Served on Access Specialist Advisory Panel (ASAP) Committee, Vice President role, where. peer advocates, are responsible for elevating ideas to improve work environment, promote impactful changes and employee engagement events, while supporting , positive culture of personal and professional development. Vice President role, consisted of supporting events for 300 employees, by planning, implementing , scheduling and budgeting quarterly events.

Claims Customer Service Advocate II

Blue Cross Blue Shield
10.2013 - 03.2015
  • Responded to Third party Durable Medical equipment customer inquiries.
  • Performed research as needed to resolve inquiries.
  • Reviewed and processed over 50 adjudicates claims, per day .
  • Maintained excellent attendance record, consistently arriving to work on time

Team Lead Coach

SunTrust Bank Customer Service
02.2007 - 01.2012
  • Provided sales revenue growth and/or service quality/accuracy improvement to sales or service teams within SunTrust Online (STOLI) through sales and service quality improvement coaching.
  • Sales and service quality improvement coaching included scheduling and conducting silent and side-by-side monitoring, and reviewing individual sales and service quality performance, and coaching to recognize and act
  • Utilized coaching resource in providing sales and service quality performance feedback and direction toward improvement.
  • Continually identifying ways to improve processes and enhance agent performance.
  • Assisted in clients' escalations.
  • Shadowing tenured managers, on how to,conduct interviews, process payroll, corrective action and conduct team meetings.
  • Completed management workshops, such as, How to be Great Leaders, Navigating Political Protocol, Solving Problems and making decisions.
  • Coached 25 agents by developing goals and action plans

Education

Certificate in Computer Operations - Computer And Information Sciences

Itawamba Community College
Tupelo, MS

Skills

  • Leadership
  • Ability to handle confidential or sensitive information with discretion
  • Good computer , oral ,analytical, organization and written skills
  • Good judgment
  • Excellent customer service skills
  • Coaching
  • Food Preparation
  • Sanitation Practices
  • Health Promotion
  • Meal Planning

Timeline

Nutrition Service Worker

Metro Nashville Public Schools
01.2024 - Current

Patient Access Specialist

Vanderbilt Patient Access Center
03.2015 - 01.2024

Claims Customer Service Advocate II

Blue Cross Blue Shield
10.2013 - 03.2015

Team Lead Coach

SunTrust Bank Customer Service
02.2007 - 01.2012

Certificate in Computer Operations - Computer And Information Sciences

Itawamba Community College

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Patrina Covington