Rhonnell A McCullough
Windermere,FL
Summary
Highly motivated and compassionate healthcare professional with a track record of proven expertise. Possessing extensive knowledge and experience in both clinical and technical aspects of the field, well-equipped to handle a wide range of responsibilities. Strong organizational skills, excels in managing and directing multiple business matters. Committed to providing superior customer service and unwavering attention to detail, consistently delivers efficient, effective, and satisfactory outcomes. Diverse skill set allows for achieving optimal results in any situation.
Overview
12
12
years of professional experience
7
7
Certificate
Work History
Account Management Specialist, DME
Orthofix
11.2024 - Current
- Responded to customer requests for products, services, and company information via phone, email and Stim app.
- Educated customers regarding billing, payment processing, financial assistance and support policies and procedures.
- Collaborated with off-site personnel to verify consistent information accessibility and improve customer experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided technical support to patients, addressing issues promptly and maintaining positive user satisfaction.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Account Specialist, Customer Care
Hilton Grand Vacations
05.2024 - 11.2024
- Provided engaging customer service to guests needing to schedule vacations, requesting date changes or asking about the specifics of the vacation package purchased.
- Developed a rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Maintained a detailed record of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Patient Access Specialist, Case Manager
AssistRx Specialty Pharmacy
05.2023 - 10.2023
- Handled intake for patient's specialty medication cases, also conducted benefit investigations with payers and assisted with copay and or patient assistance programs
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Provided exceptional customer service, addressing patient concerns promptly and professionally.
- Collaborated with clinical staff to ensure seamless coordination of care for patients.
- Verified insurance coverage and obtained necessary authorizations to ensure timely billing and reimbursement.
Technical Medical Product Support, Non-I.T.
Alere, Abbott Rapid DX C/o Equiliem
01.2022 - 11.2022
- Handled first level troubleshooting for BinaxNOW Covid 19 Tests and Abbott's ID Now POC systems
- Maintained detailed records of customer interactions with detailed technical writing, ensuring proper follow-up and resolution of issues.
- Resolved customer complaints, managed high-stress situations effectively, with professionalism and with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, developing a rapport and finding satisfactory resolutions for both customers and the company alike.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices, as well as computer system.
Case Management Specialist
CVS, Kroger & UBC Specialty Rx, Contract Work
07.2019 - 01.2022
- Managed a caseload of diverse clients, successfully addressing their unique needs while maintaining high standards of service delivery.
- Completed investigation of insurance plans, navigated complex benefit structures, and helped patients access financial assistance programs. Researched, understood patient insurance plans, benefits, to include co-pays, deductibles, and eligibility requirements.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Demonstrated expertise in benefits investigation, claims processing by amending rejections, securing prior authorizations, managing appeals process as well as billing duties.
- Efficiently scheduled patient's medication deliveries, run/process claims, arrange for funding programs
- Trained and assisted as a SME for new hires
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Traveling HEDIS Over Reader/Abstractor & Auditor
ECS/Ciox-Health & EC Services, Contractor
06.2013 - 06.2019
- Efficiently conducted accurate comprehensive reviews and retrieval of medical records for HEDIS projects.
- Maintained strict compliance with industry regulations and guidelines while performing comprehensive abstract research.
- Delivered high-quality abstracts under tight deadlines, managing multiple projects simultaneously, without sacrificing attention to detail.
- Assisted in the training of new team members, sharing expertise in abstracting best practices and procedures.
- Trained in HEDIS Rules of Abstraction to maintain compliance with NCQA guidelines, while accurately verifying medical records for the outlined measures.
- Successfully completed the IRR/over-read tool, providing valuable feedback and error resolutions during meetings with HEDIS Coordinator/QI specialists.
Education
Associate of Science - Biology, Associate Credits Received
Andrews University
Berrien Springs, MIBiology
Oakwood University
Huntsville, ALSome College (No Degree) - Liberal Arts
WCCCD
DetroitBachelor of Arts - Healthcare Administration
Keiser University Online
Orlando, FL06-2026
Skills
- CRM proficiency
- Performance tracking
- Teamwork and collaboration
- Time management
- Attention to detail
- Excellent communication
- Problem-solving abilities
- Team leadership
- Customer engagement
- Active listening
- Technical writing experience
- ICD 10 & CPT
Accomplishments
Spearheaded Magellan Complete Care's first HEDIS Team. Used Microsoft Excel to develop a tracking sheet for the Orlando, FL regions HEDIS records. The region was fully completed to 100% under my leadership. I received an invitation to the HEDIS Departmental Review meeting, where I met with Senior management for a question and answer session on the success of Orlando's HEDIS completion.
Timeline
Account Management Specialist, DME
Orthofix
11.2024 - Current
Account Specialist, Customer Care
Hilton Grand Vacations
05.2024 - 11.2024
Patient Access Specialist, Case Manager
AssistRx Specialty Pharmacy
05.2023 - 10.2023
Technical Medical Product Support, Non-I.T.
Alere, Abbott Rapid DX C/o Equiliem
01.2022 - 11.2022
Case Management Specialist
CVS, Kroger & UBC Specialty Rx, Contract Work
07.2019 - 01.2022
Traveling HEDIS Over Reader/Abstractor & Auditor
ECS/Ciox-Health & EC Services, Contractor
06.2013 - 06.2019
Associate of Science - Biology, Associate Credits Received
Andrews University
Biology
Oakwood University
Some College (No Degree) - Liberal Arts
WCCCD
Bachelor of Arts - Healthcare Administration
Keiser University Online
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
"Service first with a smile always."
Unknown
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