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
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
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
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
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
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
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
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