1. Alex Covill
_________________
820 E 7th
Street Apt. 322, Charlotte, NC 28202
Cell Phone: (515) 664-7291
Email: acovill0505@gmail.com
EXPERIENCE
Director of Self Pay Management
April 2015-February 2016/ Paragon Revenue Group/ Concord, NC
Optimized Extended Business Office call center by increasing productivity and efficiency while coaching over
30 phone representatives to ensure quality and accuracy of interactions with patients.
Key Accomplishments
 Implemented S.M.A.R.T. quality assurance program to provide monthly coaching and training for
representatives.
 Developed new windows within FACs operating system to enable representatives to work accounts
more efficiently and accurately.
 Decreased department’s AHT (Average Handle Time) from 215 seconds in April 2015 to 175 seconds
by January 2016.
 Increased representative’s average calls per day from 70 in April 2015 to 85 in January 2016.
 Hired and trained 9 representatives who now rank in the top 15 of department’s productivity.
 Department serviced more calls with 30 phone reps in January 2016 than with 38 phone reps in April
2015.
Accounts Receivable/Client Services Manager
January 2015-April 2015/Paragon Revenue Group/ Concord, NC
Established and nurtured relationships with clients while maximizing productivity and accuracy of support staff.
Key Accomplishments
 Organized auditing on all company clients to increase revenue recovery in February 2015 by over 25%.
 Reallocated duties to ensure all accounts in support staffs queue were worked promptly.
 Identified and corrected system issue creating credit balances locating over $50,000 in unapplied
monies.
 Developed Policy & Procedure for working credit balance accounts weekly.
Client Services Representative
March 2014-January 2015/Paragon Revenue Group/ Concord, NC
Served as liaison to largest client, Community Health Systems. Enriched relationship and increased mutual
trust between companies while working over 150 accounts daily in support queue. Nominated for “Train the
Trainer” program with new client CareCentrix, mentoring Paragon’s employees on VPN-based system.
Key Accomplishments
 Won Client Services Excellence Employee of the Year award in 2014.

2.  Trained by client CareCentrix on VPN-based system and mentored more than 50 employees on
operating and notating system.
 Performed audit of legal accounts dating back to 2011 rectifying discrepancies between company’s
operating ledger and trust ledger.
 Coached peers on strategies for interacting with clients to ensure prompt responses when handling
accounts in work queue.
Phone Representative
November 2012-February 2014/Avadyne Health/ Des Moines, IA
Serviced more than 125 calls daily while providing a high level of courteous customer service and resolving
hospital accounts in a timely manner.
Key Accomplishments
 Completed CPAT and CCAT Technical Certification Exam, certified through The American
Association of Healthcare Administrative Management, to become more knowledgeable of patient
billing.
 Won “Coach Award” for 2nd quarter of 2013, which is given to employee who most exemplifies
excellent customer service and dedication to maintaining company policies.
 Led department in establishing payment plans and securing payments in full for 2013.
EDUCATION
 Completed over 45 credit hours at Central Piedmont Community College.
 Received high school diploma in 2005 from Theodore Roosevelt High School in Des Moines, Iowa.
COMPUTER SKILLS
Microsoft Products: Proficient in Excel, Word, PowerPoint, Outlook
Company Applications: Unity, DAR, Epic, Invision, Procomm, Citrix, SQL