Ashley Hall
Monroeville,US
Summary
Customer Repairs Representative with 8+ years in healthcare and financial services, skilled in Microsoft Office, communication, data entry, and problem-solving. Proven expertise in insurance verification, HIPAA compliance, and customer service coordination. Committed to enhancing patient and customer care while pursuing a nursing degree. Aiming to deliver professionalism, punctuality, and positivity to a new employer, as well as a high-quality customer experience to their clients.
Overview
9
9
years of professional experience
Work History
Repairs Specialist (Hybrid)
Philips Respironics
Murrysville, US
08.2024 - Current
- Managing service contracts: Coordinate and manage all phases of service contracts, including compliance reviews and ensuring customer deliverables align with corporate policies.
- Order management: Review proposals, create and manage orders in the ERP system, and handle service contracts throughout their lifecycle.
- Customer support: Provide excellent support to internal partners and external customers, manage competing priorities, and resolve customer entitlement issues via email.
- Continuous improvement: Lead or participate in projects for continuous improvement while modeling and coaching others.
- This role requires a strong understanding of customer service tools as well as strong attention to detail, and service management frameworks, as well as proficiency in Excel and SAP systems.
- Utilization of multiple systems/screens to analyze and report patient data efficiently.
Compliance Representative (Remote)
Dynamic Healthcare Systems
Pittsburgh, US
04.2023 - 12.2024
- Facilitated onboarding of new patients and generated work orders efficiently.
- Analyzed appointment notes to confirm eligibility for prior authorization.
- Distributed compliance reports, SD cards, and instructions to patients promptly.
- Guided patients on proper CPAP usage and maintenance as primary contact for inquiries.
- Collaborated with colleagues and management to resolve patient complaints and handle returns of defective CPAP units.
- Streamlined CPAP compliance processes to improve patient care and align with insurance guidelines.
- Utilized multiple systems to analyze and report on patient data effectively.
- Contributed to key performance indicators, focusing on timely task completion and department efficiency while working remotely.
Financial Services Representative (remote)
Bank of America Merrill Lynch
Pittsburgh, US
01.2022 - 12.2022
- Assisted inbound callers with retirement accounts, plan rules, financial transactions and general inquiries.
- Carried out necessary investigatory work to assist with customer inquiries
- Proactively identifying and escalating customer-facing issues.
- Relaying required disclosures clearly and concisely to plan holders and attentive to plan rules or disclosure changes
- Managed high-volume inbound calls as first point of contact
- Streamlined customer service processes, reducing average call handling time while maintaining high-quality financial advice and regulatory compliance.
- Use of multiple screens and soft phone systems
Mortgage Loan Officer (Contract/Remote)
LoanCare
Pittsburgh, US
02.2021 - 10.2021
- Maintained discipline and focus in remote work environments.
- Promoted positive customer experiences to enhance satisfaction.
- Streamlined mortgage loan resolution processes, reducing delinquency rates through effective communication.
- Collaborated with customer service management to develop innovative strategies improving loan servicing efficiency.
- Analyzed critical loan data and applied required knowledge of laws and rules as they relate to FHA loans and escrow accounts.
- Utilized multiple screens and advanced telephone systems for effective customer interaction.
Benefit Verification Specialist (Contract to Hire)
CVS Specialty Pharmacy
Monroeville, US
02.2019 - 07.2020
- Triaged cases with missing information to appropriate program associates.
- Entered data and templates for patient claims accurately.
- Enrolled patients in financial assistance programs and drug-specific copay cards.
- Verified patient-specific benefits for medication order changes and reviewed documents for payer plans.
- Collaborated with patients to ensure timely delivery of cold medications.
- Utilized multiple systems to analyze and report patient data efficiently.
- Documented and initiated prior authorization processes and claims appeals.
- Researched and contested authorization denials effectively.
Loan Service Consultant
Citizens Bank
Pittsburgh, US
05.2018 - 10.2018
- Assessed customer needs using established sales frameworks to recommend tailored solutions.
- Handled service calls regarding loan application statuses and technical inquiries about applications and electronic signatures.
- Multitasked across multiple screens to prioritize workload and identify cross-sell opportunities.
- Acquired comprehensive knowledge of all products, services, and relevant procedures and regulations.
- Managed both sales and service calls to enhance customer experience.
- Guided customers through student loan applications, consistently achieving personal and organizational sales targets.
- Served as primary contact for borrowers, providing technical support and facilitating smooth application processes with electronic signatures.
Customer Service Representative Rep I
PNC Bank
Pittsburgh, US
03.2017 - 03.2018
- Served as first point of contact for incoming calls, ensuring prompt assistance.
- Delivered positive customer experiences through personalized service and support in a high call volume, and fast paced environment
- Utilized multiple systems to analyze customer data efficiently, enhancing issue resolution.
- Collaborated with managers and team members to achieve personal and organizational goals.
- Resolved complex customer account issues, leveraging banking product knowledge for effective solutions.
- Consistently met performance targets, contributing to departmental efficiency and high satisfaction levels.
- Guided customers through online banking processes, facilitating smooth digital service adoption.
- Managed customer accounts meticulously, maintaining data integrity and compliance with regulations.
Benefit Verification Specialist
Lash Group
Monroeville, US
11.2016 - 01.2017
- Executed outbound calls to healthcare professionals and insurance carriers.
- Triaged cases with missing information to designated program associate.
- Verified patient benefits for medication order changes, reviewing payer plan specifics.
- Performed data entry using appropriate templates within patient claims.
- Referred providers to drug-specific financial assistance lines.
- Proactively identified and escalated potential customer-facing issues.
- Analyzed coverage restrictions and expedited patient access details.
Education
NURSING -
Community College of Allegheny County
01.2024
GRAPHIC ARTS -
Clarion University
01.2011
HIGH SCHOOL DIPLOMA -
Gateway Senior High School
01.2009
Some College (No Degree) - Nursing
Community College of Beaver County
Beaver, PASkills
- Data analysis
- Workflow optimization
- Time management
- Team collaboration
- Insurance Verification
- HIPAA Compliance
- Microsoft Office
- Dual monitors
- Data entry
- Customer support
- Remote Work
- Financial Services
- Problem Solving
- Time Management
- Communication
- Medical Billing
- 401k Administration
- Loan Services (student/mortgage)
- Supply management
- Technical communication
Languages
English, Native
Timeline
Repairs Specialist (Hybrid)
Philips Respironics
08.2024 - Current
Compliance Representative (Remote)
Dynamic Healthcare Systems
04.2023 - 12.2024
Financial Services Representative (remote)
Bank of America Merrill Lynch
01.2022 - 12.2022
Mortgage Loan Officer (Contract/Remote)
LoanCare
02.2021 - 10.2021
Benefit Verification Specialist (Contract to Hire)
CVS Specialty Pharmacy
02.2019 - 07.2020
Loan Service Consultant
Citizens Bank
05.2018 - 10.2018
Customer Service Representative Rep I
PNC Bank
03.2017 - 03.2018
Benefit Verification Specialist
Lash Group
11.2016 - 01.2017
NURSING -
Community College of Allegheny County
GRAPHIC ARTS -
Clarion University
HIGH SCHOOL DIPLOMA -
Gateway Senior High School
Some College (No Degree) - Nursing
Community College of Beaver County