Alysa Hill
Customer Support Specialist
Petersburg,VA
Overview
11
11
years of professional experience
Work History
Patient Service Representative
Bon Secours
Chester, VA
02.2024 - 11.2025
- Served as primary point of contact for patients, processing referrals, registrations, and demographic verification's with a focus on accuracy and patient satisfaction.
- Managed high volumes of internal and external calls, troubleshooting and resolving issues to support departmental efficiency.
- Scheduled appointments, transcribed physician orders, and coordinated bed placement to enhance patient flow.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Verified insurance information, obtained patient identification, and maintained up-to-date medical records in compliance with hospital policies.
- Explained financial options and admission processes to patients, increasing understanding and minimizing friction during intake.
- Matched incoming referrals with available specialists and scheduled appointments to accelerate patient access to care.
- Validated insurance benefits and preauthorization requirements in the EMR to prevent claim denials at intake.
Implementation Specialist
Ally Lending
Charlotte, NC
02.2022 - 12.2022
- Meeting with clients following the sale of software packages to collect data and other information required to customize software systems.
- Creating a project plan for each client, detailing the tasks that need to be completed for the timely installation of customized software systems.
- Communicating with clients throughout the software customization process to obtain feedback and approval.
- Customizing software systems based on clients' individual needs and specifications.
- Educating clients on how to use purchased software systems and customized system features.
- Creating a specialized document for each client, detailing all customization made.
- Installing customized software systems and all necessary components.
- Ensuring that the project team is aware of key deliverables and project milestones.
- Providing cost and time estimates to clients who require additional customization to be done.
Lending Customer Care Consultant
Ally Lending
Charlotte, NC
07.2021 - 02.2022
- Managed incoming calls, identifying and assessing clients' needs to ensure satisfaction.
- Recorded calls in Salesforce for accurate client interaction tracking.
- Assisted with provider portal issues, loan verification, refunds, declines, payment inquiries, claims, account info, and service inquiries.
- Resolved client issues efficiently, directing calls to appropriate departments when needed.
- Handled borrower concerns regarding processes, products, and timeliness, resolving issues like product problems, re-aging, late fees, and account closures.
- Addressed disputes between borrowers and providers, ensuring fair resolutions within company policy.
- Reviewed loan applications, addressing discrepancies and resolving pends related to documents, address proof, ID verification, and social security numbers.
- Actively participate in and/or lead continuous process improvement efforts.
Auto Liability Claims Adjuster
Kemper Insurance
Charlotte, NC
11.2020 - 12.2021
- Conducted thorough investigations to confirm coverage, establish liability, and evaluate damages, resulting in comprehensive status reports and equitable settlements.
- Secured supervisory approvals for claim payments, ensuring compliance with company policy and limits.
- Assessed multiple claim types including vehicle and property inspections; managed salvage sales to optimize recovery value.
- Gathered and assessed evidence, reports, and medical records to ensure thorough claim analysis.
- Delivered exceptional customer service during difficult circumstances, empathizing with clients and effectively addressing their concerns.
Leasing Consultant
First Communities
Mooresville, NC
07.2020 - 12.2020
- Welcomed and qualified prospective residents by assessing their needs and preferences.
- Maintained accurate guest card records and followed up with potential tenants.
- Conducted thorough inspections of model units to ensure they met leasing standards.
- Updated and managed the availability report, processing applications efficiently.
- Coordinated with the Community Manager on application approvals and followed up with applicants.
- Ensured apartments were move-in ready by collaborating with the maintenance team.
- Engaged with prospects who did not convert and offered alternative solutions for their housing needs.
Enrollment Specialist
Walden University
Columbia, MD
08.2019 - 11.2020
- Contacted and qualified prospective students via telephone, email, and SMS, aligning goals with suitable university programs to empower informed enrollment decisions.
- Built strong rapport with prospects in a high-volume call environment, consistently achieving measurable enrollment results in a deadline-driven setting.
- Provided guidance on course selection and degree requirements, enhancing student experience and supporting academic success.
- Collaborated cross-departmentally to streamline application processes, leading to improved student satisfaction scores throughout enrollment.
- Coordinated orientation programs for incoming students, ensuring smooth transitions into college life and enhancing initial student engagement.
- Participated in professional development opportunities, staying current on industry trends and best practices in student recruitment and enrollment management.
Customer Service and Sales Representative
Verizon
Salisbury, MD
01.2015 - 05.2018
- Respond to requests from customers and equipment vendors for Verizon broadband including validation of bills for services, and arrange for the installation, disconnection, or changes of products and services.
- To proactively offer for sale Verizon key broadband, entertainment & telecommunications, and services.
- Respond to requests from customers and equipment vendors for Verizon broadband including validation of bills for services, and arrange for the installation, disconection, or changes of products and services.
- Proactively offered Verizon's key broadband, entertainment, and telecommunications services, enhancing customer engagement and sales opportunities.
- Investigated and resolved customer inquiries, disputes, and complaints regarding service, billing, rates, adjustments, and policy issues, ensuring customer satisfaction.
- Calculate rates and issue adjustments.
Education
High School Diploma -
Dinwiddie Senior High School
Dinwiddie, VA06-2012
Skills
Customer Experience, Salesforce, Healthcare Industry Knowledge, Leadership Skills, Time Management, Microsoft Office, Complex Problem Solving, Effective Time Management, Project Management, Staff Training/Optimization, Business Process Improvement, Analytical Skills, Data Integration, Zendesk, User Training, Attention to Detail, Funnel
Timeline
Patient Service Representative
Bon Secours
02.2024 - 11.2025
Implementation Specialist
Ally Lending
02.2022 - 12.2022
Lending Customer Care Consultant
Ally Lending
07.2021 - 02.2022
Auto Liability Claims Adjuster
Kemper Insurance
11.2020 - 12.2021
Leasing Consultant
First Communities
07.2020 - 12.2020
Enrollment Specialist
Walden University
08.2019 - 11.2020
Customer Service and Sales Representative
Verizon
01.2015 - 05.2018
High School Diploma -
Dinwiddie Senior High School