Zelanda Rhoden
Dallas,TX
Summary
Experienced professional with 12 years in professional in customer support with strong communication and problem-solving skills. Adept at managing inquiries, resolving issues, and ensuring customer satisfaction. Known for teamwork, adaptability, and achieving results under changing conditions. Skilled in conflict resolution, empathy, and time management.
Overview
5
5
years of professional experience
Work History
Customer Care Representative
Everon Solutions
04.2025 - 09.2025
- Resolved customer inquiries efficiently through phone, email, and live chat support.
- Handled complex escalations by implementing effective problem-solving strategies.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
Pharmacy Associate Representative
Elevance Health
01.2025 - 04.2025
- Answered phone calls from patients, healthcare providers, and insurance companies.
- Upheld strict facility and HIPAA regulations governing patient information and interactions.
- Handled sensitive patient information discreetly while maintaining confidentiality standards.
Insurance verification specialist
Tmd staffing - Texas oncology
03.2024 - 01.2025
- Verified insurance coverage and benefits for oncology patients, ensuring precise billing and contributing to an efficient patient revenue cycle.
- Collaborated with healthcare providers to guarantee patients' access to necessary oncology treatments and services.
- Streamlined insurance verification processes, enhancing overall operational efficiency and patient experience.
Medical Biller
Doctors Reporting Services of Texas
11.2023 - 02.2024
- Collected and managed patient insurance information, ensuring accurate and timely processing of healthcare-related debt.
- Developed and negotiated repayment plans with patients, facilitating solutions for those unable to settle their accounts immediately.
- Communicated and coordinated with insurance companies to update and arrange payments, while monitoring and addressing delinquent accounts.
Recovery Support Specialist
Cotiviti Healthcare
03.2023 - 10.2023
- Managed and resolved overpayments from providers via the Cigna Health Network, ensuring accurate and timely processing within the refunds department.
- Utilized Excel spreadsheets to track and maintain provider accounts, enhancing data organization and accessibility.
- Communicated effectively with providers to obtain crucial patient account information, facilitating efficient follow-ups and callbacks.
Medical Collector
Methodist Health System
06.2020 - 02.2023
- Collected and analyzed patient overdue insurance and medical bill information to facilitate timely payment arrangements.
- Contacted patients to negotiate and establish feasible payment plans, ensuring effective communication and resolution of outstanding balances.
- Researched and processed insurance payments using the Epic system to verify and update account statuses.
Education
High School Equivalency Diploma - General High School Curriculum
N. New Summit High School
Dallas, TXDiploma - Medical Office Administration
Remington College
Lake Mary, FL11-2019
Skills
- Time Management
- Medical Billing (ICD-9)
- Customer Relations
- Athena
- CompTIA A
- Insurance Verification
- EPIC Systems
- Availty
- Receptionist
- Data Entry
- HCPCS
- Call center experience
- Data entry
- Inbound customer service
- Customer service
- Complaint handling
- Problem resolution
- Relationship building
- Payment processing
- First call resolution
- Product knowledge
- Order processing
- Conflict mediation
- Customer relationship management
- Appointment scheduling
- Documentation and reporting
- Billing coordination
- Database research
- Product education
- CRM software
- Time management
- Multitasking and organization
- Empathy and patience
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Task prioritization
- Phone etiquette
- Quality assurance
Timeline
Customer Care Representative
Everon Solutions
04.2025 - 09.2025
Pharmacy Associate Representative
Elevance Health
01.2025 - 04.2025
Insurance verification specialist
Tmd staffing - Texas oncology
03.2024 - 01.2025
Medical Biller
Doctors Reporting Services of Texas
11.2023 - 02.2024
Recovery Support Specialist
Cotiviti Healthcare
03.2023 - 10.2023
Medical Collector
Methodist Health System
06.2020 - 02.2023
High School Equivalency Diploma - General High School Curriculum
N. New Summit High School
Diploma - Medical Office Administration
Remington College
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