ALICIA POOLE
Fredericksburg,VA
Overview
9
9
years of professional experience
Work History
BANKING/ APPLE CREDIT CARD SPECIALIST
CONTRACTOR AT GOLDMAN SACHS
04.2022 - Current
- Experienced and dedicated professional with a proven track record of delivering exceptionalsupport to clients across various industries
- Highly skilled in resolving inquiries, handlingcomplaints, and ensuring customer satisfaction
- Seeking remote opportunities to leverage mystrong communication and problem-solving skills in a flexible and collaborative workenvironment
- Adaptable, reliable, and committed to providing top notch customer service whilecontributing to the success of remote teams
- Provides accurate and appropriate financial and policy information to customer inquiries
- Demonstrates understanding of call scripts and legal compliances within specified timelimits
- Addresses customer concerns and complaints with empathy and urgency
- Maintains confidentiality of bank records and client information
- Submits request for credit line increase to appropriate departments for review
- Processes payments
- Sets up payment schedules and plans
- Provides education and screens customers for eligibility into assistance programs foraccount owners facing financial hardship
- Demonstrates critical thinking skills by approaching problems logically, with goodjudgement, and making executive knowledge-based decisions
- Advanced knowledge of Microsoft office tools to include MS excel and PowerPoint
- Highly skilled in customer retention by using effective communication, compassion, andempathy to reverse account closures
- Demonstrates proficiency in customer experience techniques to maintain high metricsand quality assurance ratings
- Regularly performs data entry and billing, documents customer accounts with clear anddetailed case notes.
- Fielded 100 incoming customer calls to deliver high-quality solutions
PATIENT ADVOCATE, ADVANCED PATIENT ADVOCACY
ELIGIBILITY
12.2017 - 12.2019
- Assisted uninsured and under- insured patients secure healthcare benefits by conducting
- Medicaid eligibility screenings
- Investigated patient eligibility through payor portals and communicating with insurancepayors
- Effectively assisted patients in securing medical coverage through various governmentfunded programs
- Completed Medicaid and Disability applications and submitted them to appropriateagencies by deadline for processing
- Effectively communicated patient eligibility and application results to patients andclinical providers
- Gathered all required verification documents and submitted them to the appropriateagencies by deadline
- Filed appeals with Social Service agencies on denied applications when necessary
- Updated all hospital and company data entry systems with relevant patient accountactivity and application statuses
- Managed a workload of 300-500 cases at a time, with minimal supervision
- Communicated eligibility process and results with empathy and compassion to mentalhealth patients and their families
- Obtained insurance authorizations for the facility
- Trained new Eligibility Advocates
- Headed team meetings and discussions with management by documenting colleaguefeedback and presenting it to supervisors.
NEWBORN HEARING SCREENER
PEDIATRIX MEDICAL GROUP
01.2015 - 10.2018
- Worked independently without direct supervision
- Trained and mentored new hires
- Evaluated infants hearing using ABR equipment
- Data Entry of medical information and testing results into hospital database
- Scheduled outpatients follow up appointments
- Demonstrated flexibility by floating to various local hospitals when needed.
Education
High School Diploma -
VARINA
RICHMOND, VA06.2008
Skills
- Advanced working knowledge of
- Microsoft
- Office software applications to include
- Word, Power Point, and Excel
- Consistent ability to learn new software
- Applications with limited training
- Strong time management skills
- Excellent interpersonal and
- Communication skills
- 3
- Advanced knowledge of billing systems such
- As Meditech, Emdeon, and Epic
- Types 80 wpm
- Highly skilled at managing multiple
- Priorities in a time efficient manner
- Strong attention to detail
- Demonstrates excellent decision-
- Making skills
- Medical Terminology
- Negotiation
- Spreadsheet, word processing, and
- Data entry skills
Timeline
BANKING/ APPLE CREDIT CARD SPECIALIST
CONTRACTOR AT GOLDMAN SACHS
04.2022 - Current
PATIENT ADVOCATE, ADVANCED PATIENT ADVOCACY
ELIGIBILITY
12.2017 - 12.2019
NEWBORN HEARING SCREENER
PEDIATRIX MEDICAL GROUP
01.2015 - 10.2018
High School Diploma -
VARINA