Ashley Hearns
Philadelphia,PA
Summary
Proven in enhancing customer satisfaction, I excelled at Mainline Health by resolving complex inquiries, achieving high satisfaction ratings through effective problem-solving and communication skills. Skilled in CRM software and maintaining professionalism under pressure, I consistently improved contact center performance and patient care quality. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Contact Center Specialist
Mainline Health
3805 West Chester Pike, Newtown Square, PA 19073
11.2023 - Current
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Achieved high customer satisfaction ratings, effectively addressing concerns and providing appropriate solutions.
- Managed high call volumes while maintaining exceptional service quality and professionalism.
- Collaborated with team members to share best practices, optimizing overall contact center performance.
- Handled escalated calls professionally, diffusing tense situations while finding mutually beneficial resolutions for customers involved parties.
Patient Access Representative
Mainline Health Riddle Hospital
1068 W Baltimore Pike, Media, PA 19063
11.2019 - 11.2023
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
Personal Care Assistant
Staffing Plus
551 Lancaster Ave, Haverford, PA 19041
01.2017 - 11.2019
- Supported clients'' mental health by actively listening to concerns and offering compassionate companionship during challenging times.
- Promoted independence with structured routines and clear communication to support clients in their daily lives.
- Remained alert to problems or health issues of clients and competently responded.
- Supported classroom activities, tutoring, and reviewing work.
- Provided additional support for students with special needs, ensuring they received appropriate accommodations and resources.
- Evaluated student performance through regular assessments, tracking progress and adjusting instructional strategies as needed.
- Assisted in maintaining engaging and respectful educational environment by promoting discipline and cooperation.
Personal Care Assistant
Woods Services
40 Martin Gross Drive, Langhorne, PA 19047
10.2014 - 01.2017
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Built strong relationships with clients to deliver emotional support and companionship.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Adapted quickly to new client situations, building rapport through active listening skills and an empathetic approach towards individual needs.
Certified Nursing Assistant
Bryn Mawr Extended Care Center
956 E Railroad Ave, Bryn Mawr, PA 19010
07.2009 - 05.2011
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
Certified Nursing Assistant
Centennial Healthcare And Rehabilitation Center
4400 W Girard Ave, Philadelphia, PA 19104
02.2007 - 08.2008
- Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
- Assisted nurses with wound care procedures ensuring proper healing processes took place.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
Education
No Degree - Medical Assisting
Anthem Institute
400 S State Rd, Springfield, PA 1906404.2014
No Degree - Certified Nursing Assistant Training
DISTRICT 1199C TRAINING AND UPGRADING FUND
Philadelphia, PA02.2007
High School Diploma -
Jules E. Mastbaum
3116 Frankford Ave. Philadelphia PA 1913406.2006
Skills
- Workforce Management
- CRM Software
- Call Center Customer Service
- Problem-solving skills
- Customer communications
- Verbal and written communication
- Inbound phone calls
- Answering questions
- Customer Support
- Communicating with clients
- Gathering information
- Data Entry
- Appointment Scheduling
- Training experience
- Payment Processing
- Calm disposition
- Customer Service
Timeline
Contact Center Specialist
Mainline Health
11.2023 - Current
Patient Access Representative
Mainline Health Riddle Hospital
11.2019 - 11.2023
Personal Care Assistant
Staffing Plus
01.2017 - 11.2019
Personal Care Assistant
Woods Services
10.2014 - 01.2017
Certified Nursing Assistant
Bryn Mawr Extended Care Center
07.2009 - 05.2011
Certified Nursing Assistant
Centennial Healthcare And Rehabilitation Center
02.2007 - 08.2008
No Degree - Medical Assisting
Anthem Institute
No Degree - Certified Nursing Assistant Training
DISTRICT 1199C TRAINING AND UPGRADING FUND
High School Diploma -
Jules E. Mastbaum