Rhonda Wood
Wilmerding,PA
Summary
Customer-focused financial services and customer support professional with more than 10 years of experience delivering exceptional service across retirement benefits administration, healthcare, insurance, accounts receivable, and financial operations. Proven ability to resolve complex customer issues, explain policies and procedures, process payments, research account discrepancies, and maintain confidentiality while providing a positive customer experience.
Experienced with retirement plan administration, focusing on regulatory compliance and participant satisfaction. Utilizes strong analytical skills and attention to detail to manage and improve plan operations. retirement planning solutions.
Overview
5
5
years of professional experience
Work History
Retirement Plan Administrator
Zenith American Solutions
03.2023 - 02.2026
- Managed retirement plans ensuring adherence to ERISA regulations and organizational policies.
- Processed participant contributions, distributions, and loans accurately and efficiently.
- Reviewed and updated plan documents to reflect regulatory changes and best practices.
- Streamlined review and processing of over 75 retirement benefit applications monthly, ensuring 100% accuracy through comprehensive verification of prior service records and insurance deductions.
- Provided clear and concise explanations of account details and plan summaries to Union Members demonstrating patience and strong communication skills.
- Performed data entry and corrections, maintaining confidentiality of member information in compliance with HIPAA regulations.
- Processed loan applications efficiently, maintaining accuracy and adhering to deadlines.
Temporary Accounts Receivable Representative II
Change Healthcare
07.2021 - 01.2023
- Processed customer invoices and payments using billing software efficiently.
- Managed accounts receivable aging reports to ensure timely collections.
- Resolved discrepancies in payment records through thorough investigation and communication.
- Collaborated with internal teams to streamline billing processes and improve accuracy.
- Provided exceptional customer service delivering clear and concise information to patients regarding billing inquiries, achieving a resolution rate of 90% on first contact.
- Collaborated with medical offices to obtain accurate ICD and diagnosis codes, adhering to correct billing procedures.
- Verified patient information with medical offices and insurance companies, resolving billing discrepancies to ensure timely payments.
Temporary Account Receivable Rep II
CVS/Caremark
03.2021 - 07.2021
- Assisted customers with prescription inquiries, ensuring accuracy and timely processing.
- Collaborated with pharmacy staff to streamline medication dispensing processes.
- Educated patients on proper medication usage and potential side effects.
- Managed inventory levels, reducing stock discrepancies through diligent tracking.
- Reviewed records to ensure completeness and adherence to claim procedure regulations.
- Proactively contacted payment assistance programs to verify patient benefits, demonstrating initiative and resourcefulness.
- Clearly communicated eligibility requirements, balance details, and payment card acquisition processes to patients, fostering understanding and trust.
- Processed payments via debit or credit cards over the phone, submitted payment refunds and emailed tracking information.
Education
Associate of Business Administration - Business Administration And Management
Duffs Business Institute
Pittsburgh, PA09-1995
Skills
- Customer Service Customer Support
- Financial services expertise
- Accounts Receivable
- Account Reconciliation Problem Resolution
- CRM Systems Microsoft Office
- HIPAA Compliance Documentation Data Entry
- Cross-functional collaboration
Timeline
Retirement Plan Administrator
Zenith American Solutions
03.2023 - 02.2026
Temporary Accounts Receivable Representative II
Change Healthcare
07.2021 - 01.2023
Temporary Account Receivable Rep II
CVS/Caremark
03.2021 - 07.2021
Associate of Business Administration - Business Administration And Management
Duffs Business Institute