ASHLEY CARROLL
Houston
Summary
Experienced healthcare leader with the ability to train and motivate staff to meet challenging performance targets, and consistently satisfy patients with high-quality service. Focused on driving positive change, enhancing the patient experience, and contributing to the financial success of assigned clinics. Knowledgeable office coordinator with exceptional relationship-building and communication skills, developed over 10 years of experience in healthcare. Skilled at thoroughly investigating issues and following through to completely resolve patient concerns. Outstanding experience in front office operations, building successful teams, and training to levels of success.
Overview
13
13
years of professional experience
Work History
Operations Manager
Legacy Community Health
Hoston
02.2024 - 11.2024
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Addressed customer concerns with suitable solutions.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Delegated work to staff, setting priorities and goals.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Prepared staff work schedules and assigned team members to specific duties.
- Built strong operational teams to meet process and production demands.
- Completed day-to-day duties accurately and efficiently.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
Patient Business Services Coordinator
Memorial Hermann Medical Group
Houston
06.2022 - 01.2024
- Served as Interim Practice Manager June 2023 - September 2023
- Recommended and implemented procedural changes to enhance services for customers
- De-escalated employee disputes using appropriate mediation techniques for minimal staff disruption
- Evaluated training needs and conducted performance reviews to drive staff development
- Increased employee job satisfaction with a hands-on, motivational approach
- Coordinated and supervised team member activities to consistently meet customers' needs
- Monitored and adjusted staff schedules based on changing operational demand
- Assisted patients with insurance verification, explaining coverage details and financial responsibility
- Built trusting rapport with patients, staff, and providers
- Investigated patient inquiries to achieve a satisfactory resolution
- Review claims for correction reducing A/R by 30% over 6 months
- Successfully improved Time of Service collections by 33% over 3 months
Patient Access Representative
Memorial Hermann Medical Group
Katy
08.2018 - 06.2022
- Verified completeness and accuracy of patients' information for documentation in EMR system
- Investigated patient inquiries to achieve satisfactory resolution
- Interacted with patients, maintaining focus on courtesy, respect and professionalism
- Coordinated appointments and confirmed follow-ups to meet patient needs
- Provided patients with required paperwork and verified information for records
- Assisted patients with insurance verification, explaining coverage details and financial responsibility
- Collected copayments and deductibles in alignment with insurance coverage
- Answered department telephone calls and politely provided information and assistance
- Complied with all HIPAA regulations and organizational standards of patient confidentiality
Front Desk Lead
Dr. Nguyen
Houston
03.2012 - 08.2018
- Ability to work efficiently with minimal supervision while exercising attention to details and independent judgment within stated guidelines
- Safeguarded patient privacy with consistent adherence to HIPAA protocols
- Answered and handled all phone calls in a friendly and efficient manner
- Ability to effectively lead the staff as a strong leader and role model
- Communicates service delays to all involved (including the patient) with regard to the wait time metric
Skills
- Customer service
- Insurance verification
- Investigate complaints
- Verbal communication
- Patient satisfaction
- Train employees
- Productivity improvement
- Payment collection
- Employee training
- Schedule management
- Process improvement
Accomplishments
- Nominee for Employee of the Year two years in a row.
- Served as a member of the Memorial Hermann Customer Experience Committee.
- Improved Press Ganey Customer Experience scores in a 6-month period with recognition from Executive Leadership.
Additional Information
- Proficient in Athena EMR, Medisoft, and Care4
- Proficient in insurance verification portals: Availity, TMHP, Care Credit, etc.
Languages
Spanish
Native/ Bilingual
ADDITIONAL-INFO
- Proficient in Athena EMR, Medisoft, EPIC, and Care4
- Proficient in insurance verification portals: Availity, TMHP, Care Credit, etc.
Timeline
Operations Manager
Legacy Community Health
02.2024 - 11.2024
Patient Business Services Coordinator
Memorial Hermann Medical Group
06.2022 - 01.2024
Patient Access Representative
Memorial Hermann Medical Group
08.2018 - 06.2022
Front Desk Lead
Dr. Nguyen
03.2012 - 08.2018