Rozlyn D. Gellington
Northport,AL
Summary
Accomplished leader with a strong background in EMR Systems, particularly EPIC and Cerner, at Bolder Healthcare. Enhanced team productivity by 30% through effective delegation and leadership development. Expertise in customer service management and process optimization has consistently driven high-quality standards and operational excellence. Committed to sustaining customer satisfaction while fostering relationships that support business growth.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Admissions Service Manager
Whatley Health Services
Tuscaloosa, Alabama
03.2024 - Current
- Interview, hire and train new employees
- Obtain access to internal and external systems
- Train and monitor new employees for satisfactory job performance
- Monitor time and attendance
- Provide guidance, coaching and support to subordinates in order to maintain standards of performance and take disciplinary actions as needed
- Review and update databases to ensure reports are accurate
- Review accounts for accuracy and completeness
- Aid in patient registration, billing, and insurance discovery
- Maintain patient accounts in EPIC
Onsite Manager
Cognizant Technologies
Tuscaloosa, Alabama
07.2017 - 03.2024
- Interview, hire and train new employees
- Obtain access to internal and external systems
- Train and monitor new employees for satisfactory job performance
- Monitor time and attendance
- Provide guidance, coaching and support to subordinates in order to maintain standards of performance and take disciplinary actions as needed
- Set expectations both orally and written
- Create timely performance evaluations
- Develop and implement a reward and recognition program
- Communicate and respond to emails
- Attend meetings with clients
- Monitor quality of work
- Order supplies
- Review hospital reports and alerts daily, cover staff as needed including but not limited to visiting and calling patients
- Managed patient caseload
- Collected and reviewed patient information to determine patient’s eligibility for Medicaid, disability claims, and other state assistance programs and federal assistance programs
- Prepared documents; review for accuracy and completeness
- Provided technical assistance on agency issues, services, and programs
- Working with IT and DCF to endure responses are timely and accurate
- Travel and monitor assigned locations as needed
- Ensure payments are posted to prepare accounts for invoicing
- Review and update databases to ensure reports are accurate
- Review accounts for accuracy and completeness
- Maintain and/or creature weekly, mid-month, and monthly reports for staff, clients and Executives
- Other duties may be assigned
Project Manager
Bolder Healthcare
Tuscaloosa, Alabama
11.2016 - 07.2017
- Improved the team and facilitating the communication among the team members
- Encouraged, motivated and supported team members with issues
- Communicated the company’s vision, core values and purpose to employees
- Ensured that all staff adhered to the laws, rules, and regulations with regard to patient privacy
- Synthesized complex or diverse information; collect and research data; use intuition and experience to complement data; design work flows and procedures
- Identified and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions
- Managed difficult or emotional customer situations; respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; meet commitments
- Established and maintained effective relations; exhibit tact and consideration; offered assistance and support to co-workers; work cooperatively in group situations; worked actively to resolve conflicts
- Promoted customer focus; establish customer service standards; provide training in customer service delivery; monitor customer satisfaction; develop new approaches to meeting customer needs
- Spoke clearly and persuasively in positive or negative situations; listened and got clarification; respond well to questions; demonstrate group presentation skills; participate in meetings
- Balanced team and individual responsibilities; exhibit objectivity and openness to others' views; give and welcome feedback; contribute to building a positive team spirit
- Wrote clearly and informatively; edited work for spelling and grammar
- Read, analyzed, and interpreted general business periodicals, professional journals, technical procedures, or governmental regulations
Patient Advocate
Bolder Healthcare
Northport, Alabama
11.2015 - 11.2016
- Collected and reviewed patient information to determine patient’s eligibility for Medicaid, disability claims, and other state assistance programs
- Prepared documents; review for accuracy and completeness
- Provided technical assistance on agency issues, services, and programs
- Maintained and/or create files for record keeping systems
- Sort, label file and retrieve documents or other
- Ensured adequate documentation is maintained
- Managed caseload
- Retrieved, sustained and communicated all designated reports
- Maintained patient account database
- Developed and retained professional relationship with hospital staff
- Maintained and respect confidentiality and HIPAA guidelines
- Worked effectively with diverse groups of people and must demonstrate effective communication, organization, administrative, and time management skills
- Completed Application Assister Training for State Medicaid
Customer Service Associate Specialist
FIS Global
Northport, Alabama
10.2011 - 08.2015
- Oversaw one or more teams of Customer Service Associates who handle customer service inquiries and problems via the phone and/or email
- Monitored operations to ensure adherence to service level standards and company/department policies and procedures
- Ensured adequate phone coverage
- Acted as an escalation point for resolving the most difficult customer issues
- Evaluated the quality of Customer Service Associates' calls from customers; provides feedback to reps on strengths and areas for improvement
- Communicated with clients, vendors, and other departments to ensure quality service delivery and customer satisfaction
- Provided coaching and mentoring to Customer Service Representatives
- May serve as a back up to more senior customer service management in their absence
- Processed a high volume of consumer inquiries of FIS products and services, and resolves a targeted percentage of those inquiries
- Troubleshot customer problems, identified the root cause of the problem, and used tool and resources appropriately to determine how to resolve customer problems
- When unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource
- Followed up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge
- Tracked and documents inbound support requests and ensures proper notation of customer problems or issues
- Updated customer information and ensures accurate entry of contact information
- Met the standards of the job, such as quality standards, adherence to schedule, and average handle time
Education
Bachelors of Science - Human Services and Management
University of Phoenix
Phoenix, Arizona06.2012
Skills
- Task delegation
- EMR Systems (EPIC, Expanse, Advanced MD, Athena, Cerner)
- Team scheduling
- Office administration
- Customer service management
- Performance evaluations
- Quality assurance
- Time management
- Program follow-up and assessment
- Customer service
- Multitasking and organization
- Documentation and reporting
- Critical thinking
- Leadership development
- Process optimization
- Conflict resolution
- MS office
- Verbal and written communication
- Multiple priorities management
- Employee supervision
- Productivity monitoring
- Supply procurement
Certification
- CPR - Issued 11/13/24
- Public Notary - Issued 03/2024
References
References available upon request.
Timeline
Admissions Service Manager
Whatley Health Services
03.2024 - Current
Onsite Manager
Cognizant Technologies
07.2017 - 03.2024
Project Manager
Bolder Healthcare
11.2016 - 07.2017
Patient Advocate
Bolder Healthcare
11.2015 - 11.2016
Customer Service Associate Specialist
FIS Global
10.2011 - 08.2015
Bachelors of Science - Human Services and Management
University of Phoenix
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