Rhoda Covington
Pittsburgh,PA
Summary
Customer Service Representative with 18 years experience excelling in customer care and support. Demonstrated expertise in high-volume inquiries, utilizing EHR software, and ensuring data accuracy. Proven track record of reducing errors and improving efficiency, dedicated to enhancing customer satisfaction and operational success.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
22
22
years of professional experience
Work History
Direct Care Worker
Right At Home Care
09.2024 - 01.2025
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Provided emotional support to patients during difficult times, fostering a sense of trust and psychological wellbeing.
- Assisted patients with daily living activities such as bathing, dressing, grooming, and feeding for improved quality of life.
- Delivered exceptional service by prioritizing patient safety while maintaining confidentiality according to HIPAA guidelines.
Customer Service Representative
Randstad
12.2020 - 03.2024
- Achieved 92% customer satisfaction rate.
- Reduced claims processing time by 18%.
- Increased team productivity 15% by training new hires.
Loss Drafts Specialist
SNI Companies
09.2018 - 11.2018
- Prioritized work queue under tight deadlines, ensuring timely claim processing.
- Streamlined claims processing, reducing errors by 15% and improving turnaround times.
- Resolved disputes between policyholders, contractors and insurance companies.
Customer Service Representative
URBN
09.2016 - 10.2017
- Achieved 90% customer satisfaction by resolving inquiries efficiently.
- Fielded over 100 customer support calls daily, ensuring prompt and accurate assistance.
- Increased customer retention by extending subscriptions, offering custom discounts and promotions.
Medical Office Specialist
Dasia Inc.
01.2003 - 09.2017
- Managed schedules for six providers at high-volume medical facility, reducing errors by 70% through rescheduling and cancellation coordination.
- Accurately and efficiently generated 30 – 65 patient charts daily.
- Streamlined patient management using NextGen and Phreesia EHR software.
- Facilitated effective communication between patients, healthcare providers, and insurance companies for optimal care coordination.
- Processed payments from patients promptly and accurately while answering any questions regarding their account balances or insurance coverage.
Education
Associate in Medical Administrative Assistant -
Ultimate Medical Academy
Daytona, FL01.2020
Skills
- Client support trainer
- Software/ EHR proficiency: Microsoft Office, NextGen, Phreesia
- Organized
- Patient care
- Medication administration
- Reliability and punctuality
- Active listening
- Critical thinking
- Data entry
- Problem resolution
Timeline
Direct Care Worker
Right At Home Care
09.2024 - 01.2025
Customer Service Representative
Randstad
12.2020 - 03.2024
Loss Drafts Specialist
SNI Companies
09.2018 - 11.2018
Customer Service Representative
URBN
09.2016 - 10.2017
Medical Office Specialist
Dasia Inc.
01.2003 - 09.2017
Associate in Medical Administrative Assistant -
Ultimate Medical Academy
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