Rosheama Akins
Bath,PA
Summary
Dedicated and detail-oriented administrative and service professional with over four years of experience in healthcare systems, customer relations, and call center environments. Skilled in front-desk support, scheduling, confidential recordkeeping, and delivering timely and respectful responses to inquiries. Proven ability to maintain a welcoming and efficient front office environment, support cross-department collaboration, and uphold privacy standards. Committed to providing outstanding support to staff, patients, and departments within LVHN.
Overview
6
6
years of professional experience
Work History
Customer Support Specialist
Emerge 360 (PCR)
12.2024 - 06.2025
- - Managed 75+ daily calls, offering clear information and positive engagement.
- - Documented and tracked issues to ensure quality responses and efficient resolution
- - Maintained high professionalism while juggling multiple service platforms.
- Remote
Transition of Care Representative
Lehigh Valley Health Network
09.2023 - 08.2024
- - Supported discharge follow-ups by connecting with patients to ensure continued care, scheduling needs, and clarity.
- - Provided compassionate and efficient assistance to both patients and internal teams.
- - Maintained accurate documentation and coordinated across departments to meet care goals.
- Remote
Customer Success Agent
Lehigh Valley Health Network
02.2019 - 09.2023
- - Acted as a key contact for patients and staff, managing calls, appointment bookings, and escalations.
- - Provided consistent administrative support across departments, maintaining 96%+ CSAT.
- - Trained and mentored staff in service delivery, HIPAA compliance, and system navigation (EPIC).
Education
Diploma -
L.E. Dieruff High School
Allentown, PAundefined
DeSales University
Center Valley, PASkills
- - Front Desk & Administrative Support
- - Professional Verbal and Written Communication
- - Patient Scheduling & Calendar Coordination
- - HIPAA Compliance & Recordkeeping
- - Multi-line Phone Systems & Ticket Management
- - Microsoft Office Suite & EPIC Software- Problem Resolution & Service Recovery
- - Cross-Departmental Communication
- - Positive Attitude & Reliability
- - High-Volume Workload Efficiency
- Problem-solving
- Complaint handling
- CRM software
- Customer relationship management (CRM)
- Data entry
- Help desk support
- Microsoft office
- Email communication
- Call center experience
- Follow-up skills
- Typing speed
- Dispute resolution
- Assertiveness
- Social media
- Escalation management
HIGHLIGHTS
- Strong familiarity with healthcare operations and system processes
- - Skilled in EPIC, Microsoft Office, and internal communication platforms
- - Known for reliability, patience, and strong organization in busy office settings
- - Committed to serving staff and patients with respect, confidentiality, and care
Timeline
Customer Support Specialist
Emerge 360 (PCR)
12.2024 - 06.2025
Transition of Care Representative
Lehigh Valley Health Network
09.2023 - 08.2024
Customer Success Agent
Lehigh Valley Health Network
02.2019 - 09.2023
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DeSales University
Diploma -
L.E. Dieruff High School
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