Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Ashley Burgess

San Antonio

Summary

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

17
17
years of professional experience

Work History

Assistant Director

A Plus Rehab
09.2024 - Current
  • Assisting with scheduling handling patients payments
  • Verify insurance commercial and Medicaid Handle paperwork that gets signed by providers
  • Authorization Denials and Appeals Answer multiline phone lines
  • Manages clinic assisting with helping therapist and staff members Working in EMR systems
  • Manages employee PTO request Manages Irate calls
  • Manages team and staff meetings Manages Fire Drills and safe work environment
  • Expert in developing and implementing strategic initiatives that enhance operational efficiency. Proven track record of managing cross-functional teams to achieve organizational goals.

Appointment Scheduler

UT Health Science Center
12.2023 - 09.2024
  • Schedule appointments for patients based on availability, preferences, and urgency.
  • Send confirmation emails, messages, or reminders to ensure that the appointment is not missed.
  • Handle any changes to appointments, including rescheduling or cancellations, and update the calendar accordingly.
  • Provided strong communication, attention to detail, and organizational skills
  • Adept at problem-solving, capable of addressing scheduling conflicts and client inquiries with quick and efficient solutions.
  • Strong attention to detail, ensuring accuracy in appointment records and follow-up communications.
  • Answering inbound calls quickly and professionally.

Legal Secretary

Judith K Wemmert
04.2023 - 12.2023
  • Transcribing and proofreading legal documents
  • Indexing and updating pleadings and discovery binders
  • Collecting and delivering documents
  • Proficient in managing complex schedules, coordinating meetings, and handling confidential legal documents.
  • Demonstrates strong communication skills, both verbal and written, for effective client interaction and correspondence.
  • Experienced in preparing legal documents, including briefs, motions, and discovery requests, ensuring compliance with court rules.
  • Skilled in using legal research tools and software to assist attorneys in case preparation and filing procedures.

Team Lead/Supervisor/Trainer

Builders Alliance LLC
04.2022 - 04.2023
  • Trained, mentored, and supervised a team of 50+ Customer Service Representatives, fostering a high-performance team environment.
  • Acted as a point of escalation, taking ownership of complex customer issues and ensuring timely and effective resolutions.
  • Managed interdepartmental conflicts by facilitating communication and finding mutually beneficial solutions, enhancing cross-functional collaboration.
  • Developed and implemented effective service operations strategies, working closely with the management team to optimize customer service processes and improve overall service delivery.
  • Maintained accurate records of customer interactions, service actions, and follow-up activities to ensure consistency and transparency.
  • Scheduled and coordinated technician visits to customer homes, ensuring all services were completed on time and met quality standards.
  • Built strong relationships with Builders, Superintendents, and Homeowners, acting as a liaison to ensure smooth communication and customer satisfaction.
  • Created and delivered customized PowerPoint presentations for training sessions, improving team knowledge and service performance.

Medical Case Specialist

QTC Management Inc. - A Leidos Co.
11.2020 - 11.2021
  • Managed inbound and outbound calls to schedule appointments for Veterans, ensuring timely coordination between claimants, medical providers, and specialists.
  • Communicated directly with claimants and healthcare providers to gather required medical information and confirm appointment details.
  • Collected and reviewed medical history for specific conditions, determining the appropriate examinations, tests, and specialists needed for each case.
  • Scheduled initial, follow-up, and rescheduled appointments, ensuring that patients received the necessary care and that their appointments aligned with provider availability.
  • Assisted claimants in understanding the claims process, providing clear explanations of the steps involved in their case and addressing any questions or concerns.
  • Verified eligibility and benefits for claimants by accessing commercial and government insurance systems, ensuring the proper documentation was in place for each case.
  • Initiated and managed the pre-authorization process for referrals, working closely with providers and insurance companies to obtain necessary approvals.

Customer Service Representative

Atento
01.2020 - 11.2020
  • Answered inbound calls from patients and pharmacies, providing exceptional customer service and resolving inquiries related to prescription pricing and discounts.
  • Assisted patients in finding the best prices for their prescription medications, ensuring they received the most cost-effective options available through GoodRx.
  • Facilitated clear and timely communication with pharmacies, troubleshooting and resolving any issues related to coupon application or medication pricing discrepancies.
  • Made outbound calls to pharmacies to verify and correct errors with coupon redemption, ensuring a seamless experience for both patients and providers.
  • Provided support and guidance to both patients and pharmacies on how to use GoodRx's services effectively, driving satisfaction and customer loyalty.

Medical Appointment Scheduler

THE ARORA GROUP
03.2019 - 12.2019
  • Managed 100+ inbound calls daily, efficiently scheduling appointments for Primary Care Providers and Specialty Clinics, ensuring smooth and timely patient care.
  • Coordinated referrals for Specialty Clinics, ensuring patients were scheduled with the appropriate specialists based on their needs.
  • Verified and input patient demographics, ensuring accurate and up-to-date information was recorded in the system.
  • Utilized CHCS and AHLTA systems to manage patient data, appointment scheduling, and referrals, maintaining compliance with organizational protocols.
  • Assisted in contacting commercial insurance providers to facilitate referral approvals and ensure proper coverage for patients.
  • Scanned and uploaded referral documents into the system, ensuring accurate record-keeping and seamless follow-up processes.
  • Verified eligibility and benefits for patients, ensuring insurance coverage and reducing claim issues.

Patient Access Rep

Christus Health
06.2018 - 03.2019
  • Handled outbound and inbound calls efficiently, providing high-quality customer service and addressing a wide range of inquiries.
  • Ensured accurate data entry, including demographic and financial information for each account, maintaining up-to-date and complete records.
  • Conducted insurance verification and obtained authorization for services, ensuring patients received the necessary treatments and services in a timely manner.
  • Managed collections for patient portions, including prior balances, effectively communicating payment plans and resolving outstanding balances.
  • Maintained clear communication with patients, families, physicians, nurses, insurance companies, and third-party payers to coordinate care, resolve billing issues, and ensure a seamless service experience.

Customer Service Representative

Atento
11.2016 - 02.2018
  • Managed inbound and outbound calls to assist Bank of America clients with booking flights, hotel accommodations, and car rentals, ensuring a smooth and hassle-free travel experience.
  • Provided exceptional customer service by addressing client needs, offering personalized travel solutions, and managing changes to existing reservations, including cancellations and re-bookings.
  • Demonstrated strong knowledge of travel industry processes, including the best options for various travel needs, to ensure customers received the most suitable and cost-effective arrangements.
  • Handled complex travel requests, resolving issues with bookings, itineraries, and last-minute changes, ensuring client satisfaction and timely adjustments.
  • Worked with clients to understand their preferences and requirements, offering tailored recommendations based on their travel goals, preferences, and budgets.
  • Cross-trained Capitol One agents on Bank of America travel protocols, improving team competency and ensuring consistent service delivery across platforms.
  • Assisted in maintaining up-to-date records of bookings and client preferences, contributing to personalized service and repeat business.
  • Served as a floor lead, offering support and guidance to junior agents on difficult calls, ensuring quality customer service standards were upheld.

Front Desk Receptionist

Atento
01.2008 - 06.2015
  • Worked with EMR systems to maintain patient records, update medical histories, and ensure accurate documentation of appointments and treatments.
  • Managed a variety of insurance types, including Medicaid, Medicare, and private health insurances, ensuring accurate billing and claims processing.
  • Greeted and welcomed patients and guests in person and over the phone, providing a warm and professional first impression.
  • Handled high-volume phone calls, booked appointments, and addressed patient inquiries, ensuring a smooth and efficient front office operation.
  • Submitted authorization requests to insurance companies for required services and procedures, ensuring timely approvals.
  • Assisted patients to their rooms, helping to streamline the flow of patients and maintaining a welcoming environment.
  • Processed payments for visits, handled billing inquiries, and provided receipts for patient transactions.
  • Made outbound reminder calls to patients about upcoming appointments, reducing no-show rates and improving office efficiency.

Education

Medical Office Specialist -

Career Point College
San Antonio, Texas
05-2010

High School Diploma - undefined

SA Leadership Academy
01.2018

Skills

  • Excel (10 years)
  • Guest services
  • Typing (10 years)
  • Front Office (10 years)
  • Customer Service
  • Call Center
  • Powerpoint (10 years)
  • Customer Care
  • Microsoft Office (10 years)
  • Customer service
  • Communication
  • Empathy
  • Teamwork
  • Problem-solving
  • Time management

Additional Information

  • Willing to Relocate: Open to relocation anywhere within the US.
  • Work Authorization: Authorized to work in the US for any employer.

Timeline

Assistant Director

A Plus Rehab
09.2024 - Current

Appointment Scheduler

UT Health Science Center
12.2023 - 09.2024

Legal Secretary

Judith K Wemmert
04.2023 - 12.2023

Team Lead/Supervisor/Trainer

Builders Alliance LLC
04.2022 - 04.2023

Medical Case Specialist

QTC Management Inc. - A Leidos Co.
11.2020 - 11.2021

Customer Service Representative

Atento
01.2020 - 11.2020

Medical Appointment Scheduler

THE ARORA GROUP
03.2019 - 12.2019

Patient Access Rep

Christus Health
06.2018 - 03.2019

Customer Service Representative

Atento
11.2016 - 02.2018

Front Desk Receptionist

Atento
01.2008 - 06.2015

High School Diploma - undefined

SA Leadership Academy

Medical Office Specialist -

Career Point College

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