Rhonda Wood
Wilmerding,PA
Summary
Results-driven Retirement Plan Administrator with 19 years of experience in financial services, focusing on pension and annuity processing, account management, and customer support. Expertise in regulatory compliance, billing resolution, and operational efficiency. Skilled in Microsoft Office, financial software, and database management, consistently delivering service that aligns with organizational objectives.
Overview
16
16
years of professional experience
Work History
Retirement Plan Administrator
Zenith American
Pittsburgh, PA
03.2023 - Current
- Lead processing of pension and annuity distributions for local Union Hall members, ensuring accuracy and timeliness.
- Verified eligibility and account balances for United Ironworkers of America members, ensuring confidentiality and data integrity.
- Provided clear and concise explanations of account details and plan summaries to members, demonstrating patience and strong communication skills.
- Prepared and dispatched applications and tax information with attention to detail, confirming accuracy of recipient and address information.
- Processed loan applications with high accuracy, meeting all processing deadlines.
Account Receivable Rep II (Contract)
Change Healthcare
Pittsburgh, PA
03.2022 - 10.2022
- Provided patients with clear and comprehensive explanations regarding billing inquiries and securely processed credit/debit card payments over the phone.
- Provided prompt and precise resolutions to patient inquiries, enhancing overall customer satisfaction.
- Proactively contacted physician offices to obtain up-to-date ICD and diagnosis codes, demonstrating initiative and attention to detail.
- Adhered to guidelines for anesthesia billing procedures, ensuring compliance and reducing billing errors.
- Executed accounts payable and receivable tasks to maintain financial accuracy and meet deadlines.
Temporary Account Receivable Rep II
CVS Health
Pittsburgh, PA
03.2021 - 07.2021
- Processed account payments via debit or credit cards over the phone, ensuring secure and timely transactions for enhanced customer satisfaction.
- Clearly communicated eligibility requirements, balance details, and payment card acquisition processes to patients, fostering understanding and trust.
- Proactively contacted payment assistance programs to verify patient benefits, demonstrating initiative and resourcefulness.
- Reviewed records for completeness and compliance with claim procedure regulations, minimizing errors and ensuring smooth processing.
- Performed data entry and updated patient demographics in the computer database, maintaining accurate and up-to-date information for effective account management.
Billing Specialist (Contract)
Change Healthcare
Pittsburgh, PA
08.2019 - 03.2021
- Thoroughly verified patient information with physician offices and insurance companies, facilitating efficient resolution of billing discrepancies.
- Provided patients with clear and comprehensive explanations regarding billing inquiries and securely processed credit/debit card payments over the phone.
- Executed accounts payable and receivable tasks with a focus on accuracy, supporting overall financial integrity.
- Delivered exceptional customer service to patients, offering prompt and precise resolutions to their concerns.
- Contacted physician offices to obtain up-to-date ICD and diagnosis codes, enhancing billing accuracy and reducing discrepancies.
- Adhered to established guidelines for accurate anesthesia billing procedures, ensuring compliance and reducing potential errors.
- Efficiently managed daily workload by extracting and organizing information from Excel spreadsheets.
Billing Specialist
UnitedHealth Group
Pittsburgh, PA
04.2018 - 05.2019
- Verified patient information with physician offices and insurance companies, ensuring timely resolution of billing discrepancies.
- Responded to patient billing inquiries with clear explanations and securely processed credit/debit card payments, enhancing patient satisfaction.
- Strictly adhered to HIPAA guidelines while receiving and addressing patient calls regarding their bills, ensuring confidentiality and data protection.
- Provided exceptional customer service to patients, delivering prompt and accurate resolutions to billing concerns.
Customer Service Representative (Contract)
Citizens Bank
Pittsburgh, PA
09.2017 - 02.2018
- Answered and directed incoming telephone calls, providing prompt and courteous service to enhance customer satisfaction.
- Completed loan applications for personal and student loans with accuracy and completeness, supporting timely processing for customers.
- Performed word processing, data entry, and application processing, streamlining operations and improving overall workflow.
- Clearly quoted interest rates, read disclosures verbatim, and provided thorough answers to loan inquiries, fostering transparency and trust.
- Consistently achieved over 90% quality assurance scores, demonstrating a strong commitment to compliance and adherence to policies and guidelines.
Associate Customer Service Representative
Gateway Health Plan
Pittsburgh, PA
01.2015 - 12.2016
- Provided clear and concise answers to applicant inquiries regarding benefits and claim procedures.
- Thoroughly explained eligibility requirements, application details, payment methods, and legal rights, fostering understanding and informed decision-making.
- Led record review to ensure completeness, accuracy, and regulatory compliance.
- Compiled and evaluated personal and financial data, maintaining accuracy and confidentiality.
Medical Benefits Representative
Towers Watson
Pittsburgh, PA
01.2014 - 12.2015
- Managed inbound customer inquiries about 2015-2016 open enrollment, billing, service changes, and troubleshooting to ensure accurate and timely responses.
- Educated clients on benefits options and eligibility criteria.
- Clarified plan designs and pricing options to empower clients in making informed decisions.
- Assisted in processing employee benefit enrollments and changes.
- Collaborated with insurance providers to resolve claim issues.
Collection Customer Services Representative
Cardworks Services
Pittsburgh, PA
01.2010 - 12.2014
- Negotiated repayment plans with customers facing financial difficulties, facilitating their path to financial stability.
- Delivered empathetic customer service, addressing account concerns and offering tailored solutions to bring accounts current.
- Processed and recorded payments, ensuring timely updates to customer accounts and maintaining accurate financial records.
- Offered guidance on financial counseling options and provided general information on bankruptcy, empowering customers to make informed decisions.
Education
GED -
Connelly Technical Institute
Pittsburgh, PASkills
- Retirement plan administration
- Pension and annuity processing
- Account reconciliation
- Financial software
- Sales strategy
- Business development
- Telehealth
- Project management
- Microsoft Office Suite
- Excel macros
- SAP
- Salesforce
- NetSuite
- SharePoint
- Databases
- Data entry and analysis
- OOP
- Software troubleshooting
- Analysis skills
- Telecommunication
- Help desk
- Customer support
- Appointment scheduling
- Windows operating system
- Typing
- Live chat
- Classroom experience
- School experience
- Leadership
- Time management
- Leadership
- Time management
Personal Information
Willing To Relocate: Anywhere
Timeline
Retirement Plan Administrator
Zenith American
03.2023 - Current
Account Receivable Rep II (Contract)
Change Healthcare
03.2022 - 10.2022
Temporary Account Receivable Rep II
CVS Health
03.2021 - 07.2021
Billing Specialist (Contract)
Change Healthcare
08.2019 - 03.2021
Billing Specialist
UnitedHealth Group
04.2018 - 05.2019
Customer Service Representative (Contract)
Citizens Bank
09.2017 - 02.2018
Associate Customer Service Representative
Gateway Health Plan
01.2015 - 12.2016
Medical Benefits Representative
Towers Watson
01.2014 - 12.2015
Collection Customer Services Representative
Cardworks Services
01.2010 - 12.2014
GED -
Connelly Technical Institute