Aleasha Walker
Grand Rapids
Summary
Experienced administrative professional prepared for this role with strong background in office management, scheduling, and communication. Skilled in handling multiple tasks efficiently, ensuring smooth operations, and supporting executive teams. Team collaboration and adaptability to changing needs drive consistent achievement of organizational goals. Known for reliability and fostering positive work environment.
Overview
10
10
years of professional experience
Work History
Gastroenterology – Senior Patient Service Rep
University of Michigan Health- West
03.2023 - Current
- A medical based customer service representative responsible for greeting patients, patient registration, scheduling appointments and procedures
- Provide support and ensure patients receive effortless experiences before leaving their appointment
- Answer phones and document every patient interaction from refill requests, providing sensitive information, and working closely with providers to advocate patient concerns
- Ensure patients are informed, updated and assisted when necessary
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Assisted in the training of new staff members, ensuring adherence to best practices and clinic protocols.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
Senior Provider Service Rep
Priority Health
09.2018 - 02.2023
- Deliver information and answer questions in a positive manner to facilitate strong relationships with providers and their staff
- Answer incoming phone calls from health care providers (physician offices, clinics) and identify the type of assistance the provider needs (benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits)
- Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to caller
- Complete the documentation necessary to track provider issues and facilitate the reporting of overall trends
- Coordinated with internal departments on behalf of providers to ensure timely payment resolution for claims disputes or other financial matters.
- Educated customers about billing, payment processing and support policies and procedures.
ERS Customer Service Advocate
ACG-AAA
05.2015 - 08.2018
- Placing outbound calls to members/contractors and resolves contractor issues as appropriate
- Fulfilling member requests for specific membership and auto travel products in accordance with product and membership policies, and procedures and training
- Performing challenging geographical location spotting, map reading (online based) and detailed instructions to contracted service providers
- Managing ERS service events to include dispatching, optimizing, and updating the member/contractor as necessary
- Handling customer escalations with regard to Emergency Road Service, Membership and/or Auto Travel issues
Customer Service Representative
Teleperformance USA
06.2014 - 04.2015
- Maintained a professional conduct assisting customers with billing errors, orders, and problems within the service
- Subject Matter Expert – Mentor
- Assisted agents in training to be successful with assisting customers
- Provided primary customer support to internal and external customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Collected and analyzed customer information to prepare product or service reports
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
High School Diploma -
Sparta Senior High School
Sparta, MISkills
- Understanding customer needs
- Verbal and written communication
- Responding to difficult customers and patients
- Attention to detail
- Multitasking and prioritization
- Calm and professional under pressure
- Customer account management
- Customer data confidentiality
- Courteous with strong service mindset
- De-escalation techniques
- Creative problem solving
- Call volume and quality metrics
Timeline
Gastroenterology – Senior Patient Service Rep
University of Michigan Health- West
03.2023 - Current
Senior Provider Service Rep
Priority Health
09.2018 - 02.2023
ERS Customer Service Advocate
ACG-AAA
05.2015 - 08.2018
Customer Service Representative
Teleperformance USA
06.2014 - 04.2015
High School Diploma -
Sparta Senior High School
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