Ashley Fagaautau
Tacoma,WA
Summary
Proactive Customer Service Executive with the resolve to remain calm under extreme pressure. Ready to take a dedicated career in customer service to a position with Amazon.
Overview
13
13
years of professional experience
Work History
Certified Medical Assistant
Urgent Care Indigo & Tacoma Central Primary Care
Tacoma, WA
07.2022 - Current
- Demonstrate excellent direct customer service by anticipating providers’ and patients’ needs
- Worked in baskets (patient call, call backs, ask your doctors, and refill requests)
- Respond to patient questions (in-person, via phone, and via my Chart) regarding medical inquiries and assist in scheduling appointments for clients and scheduling peer to peer for providers
- Process insurance and obtain prior authorization for medications
- Maintain accurate records and facilitate billing corrections in accordance with confidentiality and organization policies
- Route lab orders (including reorders) for patients
- Manage multiple priorities including day-to-day administrative functions
- Verify patient insurance online via optum, one health port, and availity to verify eligibility.
Front Desk Medical Receptionist
MultiCare Health Systems
Tacoma, WA
09.2017 - 07.2022
- Greeted and attended to clients in-person and over the phone in a professional and courteous manner
- Answered 30+ calls regarding medical insurances, scheduling appointments, and medication refills
- Assisted patients in accurately completing appropriate forms and documents and collected information according to MultiCare's policy
- Determined financial status of patients and their insurance eligibility
- Completed accurate documentation of patient visits in accordance with HIPAA regulations
- Collected fees, prepared and balanced daily financial registers, and submitted all forms and fees to billing department following MultiCare policies and procedures.
Customer Service Representative
CHI /Franciscan Health Systems (PACLAB)
Tacoma, WA
07.2017 - 09.2018
- Accurately entered data including complex text, numbers, and medical terminology into multiple databases and health records systems
- Triaged high volume of telephone calls from the public seeking information on inmates
- Provided customer service to patients/companies calling in for lab information
- Resolved sensitive customer situations using conflict-resolution and problem-solving skills
- Tracked, monitored, and initiated corrective actions to assure pending tests were completed.
Radiology Departing Guest Services Representative
Stanford Health Care
San Jose, CA
07.2016 - 03.2017
- Completed referrals and pre-authorizations for diagnostic testing, therapy, surgical and specialty care according to requirements
- Interpreted and communicated plan policies and procedures to employees, physicians, and patients
- Notified providers and patients when referrals were approved, denied, or if a second opinion or additional information was required
- Collected and presented data regarding health care utilization, referral patterns, and pre-authorization compliance regularly (according to clinic operational policy).
Administrative Assistant to the Executive Director
East Side Union High School District
San Jose, CA
09.2013 - 07.2016
- Welcoming office guests and directing them appropriately.
- Handling incoming calls and routing them to the relevant recipients.
- Managing incoming and outgoing emails, as well as editing documents Assisting with scheduling and managing appointments.
- Ensuring files are well-organized and accessible.
- Handling incoming and outgoing mail for the office
- Arranging meetings and interviews.
- Planned and organizing office events, as well as community event booths
- Composing correspondence, reports, and other documents.
- Entering and managing data.
- Handling project-related paperwork.
- Provided administrative support to the my team , including scheduling meetings and managing calendars.
Auditor/Vendor Customer Service Representative
JPD Financial
Santa Clara, CA
07.2011 - 01.2013
- Managed 60+ phone calls in a call center setting per day using strong communication skills and phone etiquette
- Analyzed statements to identify credits, open and past due invoices, and unapplied payments
- Corresponded with vendors via phone and email; logged interactions and follow-up actions as needed.
Education
Certified Medical Assistant Resident Program -
MultiCare University
07.2022
High School Diploma -
Mt. Pleasant High School
05.2004
Specialized Training
- Telephone Survival Training
- Customer Service Customer Relations Training
- Medical Terminology
- HIPPA Regulations
- Emergency First Aid & CPR
Skill Summary
MultiCareMultiCareMultiCareMultiCare
- Microsoft Outlook
- PowerPoint
- Excel
- Word
- Epic Software
- Availity
- One Health Port
- Optum
- Rapid Rad EMR Systems
- PAML
- Rapid Rad
Timeline
Certified Medical Assistant
Urgent Care Indigo & Tacoma Central Primary Care
07.2022 - Current
Front Desk Medical Receptionist
MultiCare Health Systems
09.2017 - 07.2022
Customer Service Representative
CHI /Franciscan Health Systems (PACLAB)
07.2017 - 09.2018
Radiology Departing Guest Services Representative
Stanford Health Care
07.2016 - 03.2017
Administrative Assistant to the Executive Director
East Side Union High School District
09.2013 - 07.2016
Auditor/Vendor Customer Service Representative
JPD Financial
07.2011 - 01.2013
Certified Medical Assistant Resident Program -
MultiCare University
High School Diploma -
Mt. Pleasant High School
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