Ashley Cardenas

Onboarding of new team members and internal trainings:

• Helped to develop insurance side of training
• Conduct Customer Success onboarding for all new CS team members during their introductory period
• Collaborate with Education & Quality Lead to plan, develop, maintain, and optimize Customer Success team member onboarding process
• Showing up for my team each and every day

Quality Assurance:

• Perform quality monitoring of all customer interaction types as they relate to customer support and success. Main focus in working with the Insurance subgroup.
• Take action to correct inconsistencies through additional training or 1:1s when identified
• Helped to develop QA processes with recognizing areas of opportunity and providing feedback to team members

• Helped develop an efficient help request schedule for the Insurance Specialist team
• Hosted office hours to review insurance related issues team members were coming across, as well as product
• Identify gaps in knowledge for the team and work with individuals or the team as a whole to better understand these areas
• Helped to create processes for the team to work more efficiently through help requests and tackling high volumes

• Answered a high volume of insurance support emails
• Schedule live customer screen-sharing sessions through Zoom when needed to troubleshoot issue(s) and question(s)
• Triage incoming customer support emails to specialized CS team members as needed
• Took lead on customer wide insurance issues

• Compiled and tracked outstanding balances owed to emergency room physicians
• Corrected, completed and processed claims for multiple payer codes
• Processed online and paper appeal submissions and refund requests
• Assisted in reconciling deposit and patient collections