Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ashayla Peppers

Arlington,TX

Summary

Seeking Customer Service Representative role with 13 years of diverse experience; adept in managing patient scheduling, medication information, and specialty services. Excelled in resolving customer inquiries at Navient BPO, LLC, enhancing satisfaction and compliance. Proven track record in high-volume communication and team leadership. Impressive skills with problem solving and troubleshooting.

Experienced with handling patient inquiries and providing support in healthcare setting. Utilizes strong communication skills and empathy to resolve issues and ensure patient satisfaction. Knowledge of healthcare protocols and procedures, contributing to efficient and effective service delivery.

Overview

15
15
years of professional experience

Work History

Healthcare Receivables Specialist I

CorroHealth
09.2024 - Current
  • Handle high volume inbound calls
  • Assisting patients with their hospital bills and coding for insurance
  • Payment collection and setting up payment plans through EPIC system
  • Medical Records
  • Reduced aging accounts by consistently following up on overdue invoices and negotiating payment terms with clients.
  • Trained new team members on receivables processes, fostering a high-performance work environment.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Leave of Absence Coordinator/Claims

Sedgwick Claims Management
03.2023 - 08.2024
  • Managed the complete lifecycle of leave of absence claims, ensuring accurate and timely processing, adjustments, claim management and follow-ups
  • Provided comprehensive training and guidance to team members, enhancing productivity and ensuring adherence to state regulations
  • Handled high volumes of inbound and outbound communications, effectively maintaining enrollment and eligibility for clients
  • Reduced processing time for leave applications by implementing a streamlined system for tracking and recording absences.
  • Assisted HR department in developing comprehensive leave policies that met the needs of both employees and the organization.
  • Maintained up-to-date knowledge on changes to state and federal leave regulations, proactively updating company policies in response to shifting legal requirements.
  • Enhanced employee satisfaction by efficiently managing and coordinating leave of absence requests.
  • Maintained accurate records of employee leaves, ensuring proper payment adjustments were made according to company policy.
  • Collaborated with medical professionals to verify documentation supporting employee leave requests, maintaining strict confidentiality at all times.

Customer Service Representative

Navient BPO, LLC
01.2020 - 01.2022
  • Addressed and resolved customer inquiries regarding student loan accounts and repayment options, ensuring compliance with company policies and federal regulations while maintaining high levels of customer satisfaction at Navient BPO, LLC
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded proactively and positively to rapid change.

Production Worker

Android Industries
01.2017 - 01.2020
  • Efficiently operated machinery and adhered to safety protocols while meeting production targets at Android Industries, contributing to the timely assembly and quality assurance of manufactured products

Team Lead

HelloFresh
01.2015 - 01.2017
  • Spearheaded a dynamic team at HelloFresh, driving operational efficiency and fostering a collaborative environment to ensure the timely delivery of fresh meal kits, resulting in a 15% increase in customer satisfaction ratings
  • Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
  • Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
  • Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
  • Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
  • Streamlined team efficiency by implementing new procedures for handling customer requests.
  • Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
  • Fostered a positive work environment that encouraged collaboration and teamwork among employees.
  • Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Built positive rapport and relationships for high levels of customer satisfaction.

Medical/Front Office Assistant

Highland Medical Center
01.2012 - 01.2015
  • Efficiently managed a variety of administrative tasks at Highland Medical Center, including patient scheduling, medical record maintenance, and providing exceptional front desk support, ensuring seamless daily operations within a fast-paced healthcare environment
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Resolved customer problems and complaints.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Responded to inquiries from callers seeking information.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
  • Answered central telephone system and directed calls accordingly.
  • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
  • Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
  • Assisted with onboarding new clients and securing paperwork completion.
  • Facilitated positive customer experiences by resolving complaints and inquiries promptly and professionally.

Telephone Interviewer

NORC at University of Chicago
01.2010 - 01.2012
  • Conducted structured telephone interviews to collect high-quality data for social science research, adhering to strict protocols and confidentiality guidelines established by NORC at the University of Chicago

Education

Medical Assistance -

Kaplan College
01.2011

General Studies -

Hammond High School
01.2010

Skills

  • MS Word
  • MS Excel
  • PowerPoint
  • Outlook Express
  • QuickBooks
  • Adobe Acrobat
  • EPIC
  • Analytical problem-solving
  • Medical Terminology
  • Technical proficiency
  • Customer satisfaction expertise
  • Strong interpersonal communication
  • Troubleshooting
  • Effective issue resolution
  • Dispute resolution
  • Data entry

Timeline

Healthcare Receivables Specialist I

CorroHealth
09.2024 - Current

Leave of Absence Coordinator/Claims

Sedgwick Claims Management
03.2023 - 08.2024

Customer Service Representative

Navient BPO, LLC
01.2020 - 01.2022

Production Worker

Android Industries
01.2017 - 01.2020

Team Lead

HelloFresh
01.2015 - 01.2017

Medical/Front Office Assistant

Highland Medical Center
01.2012 - 01.2015

Telephone Interviewer

NORC at University of Chicago
01.2010 - 01.2012

General Studies -

Hammond High School

Medical Assistance -

Kaplan College

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Ashayla Peppers