Aiysha Turner
Mobile,AL
Summary
Personable and reliable individual with passion for helping others and maintaining community safety. Possesses foundational knowledge of criminal justice principles and proficient in conflict resolution and case management. Committed to fostering positive behavioral change and supporting rehabilitation efforts.
Overview
17
17
years of professional experience
Work History
WAH Patient Financial Services Representative
GetixHealth
01.2023 - 12.2023
- Managed approximately 30 incoming calls, emails and faxes per day from customers.'Maintained compliance with industry regulations, ensuring proper handling of sensitive patient data during the billing process.
- Contributed to team success by sharing knowledge of best practices in medical billing and coding procedures.
- Managed high volume of daily tasks while maintaining attention to detail and accuracy in all areas of responsibility.
- Improved patient satisfaction by providing timely and accurate financial information.
- Negotiated payment arrangements with self-pay patients, offering flexible solutions that aligned with their financial capabilities.
- Streamlined billing processes for increased efficiency and accuracy in payment collections.
- Promoted a positive patient experience, addressing concerns and resolving issues related to billing or insurance coverage.
- Reduced errors in billing, conducting thorough audits of patient accounts and identifying discrepancies.
- Demonstrated adaptability by staying current with changes in healthcare policies and regulations affecting patient financial services operations.
- Coordinated closely with clinical teams to verify services rendered, ensuring accurate billing and reimbursement for all provided care.
- Assisted patients in understanding their financial responsibilities, guiding them through available payment options and resources.
- Researched billing errors and discrepancies to initiate corrective action.
Fraud Analyst
TTEC
01.2021 - 01.2023
- Evaluated customer data to identify and prevent fraudulent activities.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Reduced fraud losses by implementing effective fraud prevention strategies and monitoring systems.
- Increased accuracy in identifying fraudulent transactions by utilizing advanced data analytics techniques and software tools.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Conducted thorough investigations on suspicious cases, ensuring timely resolution and minimizing financial impact.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Maintained up-to-date knowledge of regulations related to fraud prevention, ensuring compliance with relevant laws and guidelines.
- Established and maintained positive working relationships with external law enforcement agencies to support fraud investigations.
- Streamlined communication channels between internal departments, enabling swift action to be taken in response to potential fraud risks.
- Conducted forensic analyses of financial records to identify fraudulent activity and accurately report findings.
- Managed approximately 50-100 incoming calls, emails and faxes per day from customers.'
WAH Medical Service Representative
Carenet Healthcare Services
05.2020 - 01.2021
- Fielded concerns surrounding patients and care, liaising between physician, patient and insurance company.
- Used computerized data management systems to organize immense datasets and coordinate care details for large patient bases.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Referred and screened patients to make best use of resources, triage staff and serve community members.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Reviewed and explained insurance plans to patients to guarantee full understanding of payment policies and procedures.
- Contacted insurance companies to verify coverage, deductibles and payments.
- Connected patients to relevant community resources to enhance patient health and well-being, increasing patient satisfaction.
- Connected patients to relevant community resources to enhance patient health and well-being, increasing patient satisfaction 90%.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
WAH Customer Service Representative
Alorica
02.2018 - 05.2020
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Promptly responded to inquiries and requests from prospective customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Handled over 40-50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
- Processed customer service orders promptly to increase customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
CSR
Catastrophe Management Solution
09.2017 - 01.2019
- Managed employee exit interviews and paperwork
- Prepared monthly, weekly and daily logs using Microsoft Excel and Office
- Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping
- Recruited and screened qualified potential employees
- Delivered friendly assistance with new hires throughout interviewing and hiring process
- Reviewed files, records and other documents to obtain information and respond to requests
- Researched and resolved issues regarding integrity of data flow into databases
- Assigned tasks to associates, staffed projects, tracked progress and updated managers, partners and clients as necessary
- Accessed computerized financial information to answer questions related to specific accounts
- Proactively identified and solved complex problems impacting operations management and business direction
- Created communication strategies to meet client objectives
- Delivered exceptional level of service to each customer by listening to concerns and answering questions
- Wrote scopes, requirements
- Managed approximately 30-40 incoming calls, 25+ emails and faxes per day from customers.'
Front Desk Agent/Night Auditor
Holiday Inn Express & Suites
08.2015 - 08.2017
- Provided guests with information and directions to various areas of property including pool, and fitness center
- Took reservations via phone, in person and via computer for guests and provided confirmations
- Verified accuracy of financial data
- Executed positive demeanor to each and every visitor who approached front desk
- Assisted other hotel personnel in various capacities including overseeing entire front desk when manager was unavailable
- Answered phone by second ring and greeted callers enthusiastically
- Operated communications equipment
- Maintained account records
- Made accommodations and travel arrangements for visitors
- Collected deposits, fees and payments
- Reported maintenance problems to appropriate personnel
- Monitored reservations to track incoming parties and special events
- Warmly greeted incoming guests, issuing room keys and providing information regarding policies and amenities
- Balanced accounts and conducted nightly audits to keep bookkeeping current
- Stayed current on local attractions and special events to help guests with entertainment options
- 'Managed approximately 60-80 incoming calls, 50 or more emails and faxes per day from customers.'
- Posted room charges such as food, liquor and telephone calls based on individual customer actions.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Managed customer complaints and rectified issues to complete satisfaction.
- Monitored reservations to track incoming parties and special events.
Sales Coordinator /Night Auditor
Hampton Inn & Suites Gulfport I-10
05.2013 - 08.2015
- Established working relationships with clients by organizing various events
- Ensured meetings and all related functions exceeded clients’ expectations
- Produced contracts, reports, letters, and proposals for clients
- Compiled client profiles and entered information into operating system
- Developed and maintained long-term relationships with policy holders and small business entities
- Identified and qualified customer needs, developed sales strategies and negotiated and closes profitable projects with 85% success rate
- Communicated regularly with territory, regional and strategic managers for daily support and strategic planning for accounts
- Contacted customers as soon as issues arose to immediately find resolution before problems escalated
- Asked appropriate open-ended questions to discover prospects' needs and requirements
- Researched and customized service proposals for clients
- Organized company files and creating support system to decrease workload and increase productivity of account managers
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities
Night Auditor
Eastern Shore Motel
02.2007 - 05.2013
- Monitored facility security for guest and personnel safety
- Checked requests and room service for accuracy and any needed assistance
- Balanced hotel accounts and resolved discrepancies
- Ran daily, weekly and monthly reports to close day and meet objectives
- Controlled cash and credit card payment transactions at front desk
- Logged wake-up call requests and set up automatic rings in system
- Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns
- Efficiently resolved guest complaints and ensured that issues were addressed promptly
- Performed nightly updates to room charges and rates
- Completed late check-ins and directed guests to rooms and facilities
- Set up and entered all financial data into spreadsheets using Microsoft Excel
- Ensured that lobby, bathrooms and common areas near front desk were kept immaculate at all times
- Oversaw night auditing duties, including verification of daily room occupancy and hotel revenue
- Checked hotel guests in and out in professional and friendly manner
- Documented accounts and logs throughout shift to keep up with all requirements
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions
- Followed company security and check-in policies and procedures and reported suspicious activity to general manager
- Coordinated with guest services and concierge team to meet guest needs
- Completed all nightly updates to hotel rates and individual room charges
- Balanced accounts and conducted nightly audits to keep bookkeeping current
- Completed daily computer backups, checked for viruses and updated programs
- Monitored reservations to track incoming parties and special events
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews
- Audited and balanced cash and credit transactions daily and reset register for next day's operations
- Maintained cleanliness of bathrooms, lobby and front desk
- Compiled budget documents and monitored costs to maintain control systems
- Assessed data and information to check entries, calculations and billing codes for accuracy
- Generated daily, weekly and monthly Audit reports to close out day and meet objectives
- Operated Opera software to enter financial data and compile reports.
- Verified deposits, rectified discrepancies and processed end-of-day paperwork using Opera with 100% accuracy
Education
Associate of Science - Criminal Justice
Coastal Alabama College
Bay Minette, AL05.2023
High School Diploma -
William P. Davidson High School
Mobile, AL05.1993
Skills
- Verbal and Written Communication
- Call Center Operations
- Understanding Customer Needs
- De-escalation Techniques
- Customer Account Management
- Responding to Difficult Customers
- Transaction monitoring
- Loss Prevention
- Data Analysis
- Fraud prevention
- Fraud Detection
- Dispute Resolution
Timeline
WAH Patient Financial Services Representative
GetixHealth
01.2023 - 12.2023
Fraud Analyst
TTEC
01.2021 - 01.2023
WAH Medical Service Representative
Carenet Healthcare Services
05.2020 - 01.2021
WAH Customer Service Representative
Alorica
02.2018 - 05.2020
CSR
Catastrophe Management Solution
09.2017 - 01.2019
Front Desk Agent/Night Auditor
Holiday Inn Express & Suites
08.2015 - 08.2017
Sales Coordinator /Night Auditor
Hampton Inn & Suites Gulfport I-10
05.2013 - 08.2015
Night Auditor
Eastern Shore Motel
02.2007 - 05.2013
Associate of Science - Criminal Justice
Coastal Alabama College
High School Diploma -
William P. Davidson High School
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