Ashley DeLoach
Phenix City
Summary
Dynamic financial counselor with expertise in patient advocacy and insurance verification at Natera Genetic Laboratory. Proven ability to enhance customer relationships and streamline billing processes, leveraging strong communication skills and advanced Excel proficiency. Successfully navigated complex financial inquiries, ensuring patients received optimal support and resources.
Overview
11
11
years of professional experience
Work History
Financial Counselor
Natera Genetic Laboratory
09.2025 - Current
- Provided financial counseling to patients regarding genetic testing services.
- Reviewed insurance coverage and benefits for genetic laboratory services.
- Educated patients on payment options and financial assistance programs.
- Assisted patients in navigating complex billing inquiries and disputes.
- Maintained accurate records of patient interactions and financial agreements.
- Liaised between physician, patient and insurance carrier to verify that each party had necessary information.
- Negotiated payment arrangements with creditors when necessary on behalf of clients.
- Assisted patients without healthcare coverage to find resources, services and assistance needed.
- Answered clients' questions regarding details of financial plans and strategies and explained data in easy-to-understand terms.
Inside Sales Coordinator
Natera Genetic Laboratory
11.2023 - 08.2025
- Coordinated communication between sales teams and laboratory staff to streamline workflow.
- Managed customer inquiries and provided information on genetic testing services.
- Assisted in preparing sales presentations and promotional materials for client meetings.
- Organized training sessions for new team members on product knowledge and systems.
- Maintained accurate records of sales activities and client interactions in CRM system.
- Educated customers on product features and technical details to highlight benefits.
- Calculated production, delivery, and installation costs to provide customers with accurate quotes.
Team Lead - Accounts Receivable
GENETWORx/ Recovery Centers of America
Glen Allen
09.2021 - 09.2022
- Manages the day-to-day operations of the team.
- Motivates the team to achieve organizational goals.
- Develops and implements a timeline to achieve targets immediately.
- Conducts training of team members to maximize their potential while aligning strengths and skillset with job requirements.
- Empowers team members with skills to improve their confidence, knowledge, and communication skills.
- Exhibits strong communication skills and positive attitude with internal (team members, other departments, and leadership) and external customers (patients, clients, insurance companies, vendors, and employers).
- Alerts the Billing Supervisor and/or the Manager Lab Revenue Cycle of any anomalies with the integrity of contracts and/or contract databases.
- Develops strategies to promote team member adherence to company regulations and performance goals.
- Conducts team meetings to update members on best practices and continuing expectations.
- Generates and shares comprehensive and detailed reports about team performance, company related objectives, and deadlines.
- Informs the leader of consistent issues as they occur and make recommendations to improve departmental quality outcomes.
- Provides quality customer service including interacting with customers, answering customer inquiries, and effectively handling customer complaints.
- Assists management in the development and implementation of new policies and procedures.
- Manages unbilled claims; research and resolve issues as appropriate.
- Manages credit and adjustment reports.
- Navigates through 3rd party payer rules and regulations.
- Maintains current knowledge of payer regulations.
- Assists with maintaining accounts receivable days within designated goal.
- Performs the correct revenue cycle process (i.e. billing or payment posting functions) to adjudicate claim within payers timely filing guidelines.
- Manages rejections from clearinghouse.
- Coordinates activity with internal and external customers and serves as primary contact person for issues relating to revenue cycle.
- Selects priorities and organizes work and time to meet them in order of importance.
- Performs office related support tasks, clerical duties and/or general office duties which may include creating reports, typing, filing, faxing, answering telephones, taking messages, and making copies.
- Participates as a team member by performing additional assignments not directly related to the job description when workload requires and as directed by management.
- Projects/Maintains a positive attitude and conducts his/herself in a manner conducive to improving the working environment and morale and supporting leadership initiatives.
- Maintains strictest confidentiality; adheres to all HIPAA guidelines and regulations.
- Demonstrates attention to detail, initiative, and judgment.
- Exhibits poise, tact, and compassion dealing with patients and clients.
- Performs other duties and special projects as assigned.
Specialty Contracting Coordinator
One Call Care Management
Parsippany
03.2017 - 05.2021
- Receives and prioritizes requests from the Customer Contact Center to locate out of network providers.
- Communicates to case manager/adjuster status of patient every 48 hours or as needed.
- Identifies potential providers appropriate for patient's needs by using Phoenix.
- Analyzes appropriate fee schedules in developing pricing strategies.
- Negotiates single case agreements with out of network providers.
- Collects information as required from provider in order to become part of One Call Care Management provider database.
- Informs Network Development Specialist of potential opportunity to contract with a provider based on firsthand feedback or analysis of single case referral patterns.
- Articulates One Call Care Management policies and procedures to out of network providers to ensure prompt scheduling of patient, turnaround of medical report, and invoice submission.
- Initiates provider information updates.
- Communicates with Customer Contact Center regarding out of network appropriateness of specific out of network requests.
- Maintains and updates spreadsheet documenting cost savings obtained from new out of network providers.
- Logs into the Specialty Contracting Unit phone queue during assigned shift.
- Identifies fee negotiation cases and assigning accurate pricing to both provider and payer.
- Calculates margin for diagnostic testing utilizing formulas in Microsoft Excel.
- Processes all out of network cases.
- Redirects cases to in network providers whenever possible and obtain in network steerage rate within the standards.
- Completes special projects as volume or need dictate.
Customer Care Coordinator - Referrals and Scheduling
One Call Care Management
Parsippany
06.2015 - 03.2017
- Exercising quality customer service skills, receive referrals and obtain all necessary patient, medical, and demographic information from a variety of referral sources via various communication methods to establish and coordinate medical products and services while utilizing company database to maintain all related and protected patient records.
- Triage all incoming requests based on date of receipt, date of service, and customer to ensure appropriate action is taken related to service level agreements.
- Utilize available software applications, company resources, and Internet to locate and identify vendors, products, pricing and healthcare information needed to staff referrals in timely manner, in accordance with physician orders and customer expectations.
- Create and transmit purchase orders and affiliated documents in accordance with vendor contracted rates, state fee schedules, state rules & regulations, and carrier contracts.
- Monitor status of all referrals to confirm successful delivery and/or completion of products and/or services through the use of various communication methods.
- Per department guidelines, consistently and effectively update business partners and/or patients regarding status of referrals through the use of various communication modes inclusive but not limited to email, fax, and or telephonic.
- Communicate effectively with both internal and external customers to assure that all referral needs are met in a timely manner, inclusive of recurring products and services.
- Proactively identify, diagnose, and resolve challenges that may impact the successful delivery of products and services including evaluation of information and transactions to ensure accuracy.
- Support financial aspects of client services cycle inclusive of providing accurate pricing quotes to carriers and assessment of profit margin while adhering to all state fee mandates and company pricing rules.
- While demonstrating high levels of sensitivity and customer focus, verify and validate the accuracy of all referral information as well as attempt to obtain any missing needed information in order to effectively process referral and invoice carrier.
- In compliance with HIPPA regulations regarding the protection of Personal Health Information (PHI), utilize department mandated format to record all related referral content and activity, inclusive of medical and demographic information, into the company approved time locked database.
- Acting as a liaison between all internal and external customers, proactively research and resolve outstanding issues in order to foster collaborative relationships.
Education
Bachelor's Degree - Business Administration
Devry University
North Brunswick, NJ01.2017
High school diploma -
Stroudsburg High
Stroudsburg, PA01.2006
Psychology
Kutztown University of Pennsylvania
Kutztown, PASkills
- Customer relationship management
- Team leadership
- Effective customer communication
- Patient counseling
- Excel
- Medical Records
- Medical Terminology
- Triage
- HIPAA
- Medical Billing
- ICD-10
- Windows
- Insurance Verification
- ICD-9
- CPT Coding
- Medical Coding
- Financial counseling
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Financial Counselor
Natera Genetic Laboratory
09.2025 - Current
Inside Sales Coordinator
Natera Genetic Laboratory
11.2023 - 08.2025
Team Lead - Accounts Receivable
GENETWORx/ Recovery Centers of America
09.2021 - 09.2022
Specialty Contracting Coordinator
One Call Care Management
03.2017 - 05.2021
Customer Care Coordinator - Referrals and Scheduling
One Call Care Management
06.2015 - 03.2017
Bachelor's Degree - Business Administration
Devry University
High school diploma -
Stroudsburg High
Psychology
Kutztown University of Pennsylvania