Ashley Hitchens
Greenville,Tx
Summary
Fast learning and adaptable with experience in supporting teams and delivering excellent customer service. Patient and detailed oriented with a proactive approach to problem solving and prevention. | Industry Experience: Finance, Insurance, Healthcare, and Business Services | Poised to join a team as a full time, permanent contributor and support organizational success.
Overview
9
9
years of professional experience
Work History
Insurance Authorization Specialist
Ensemble Health Partners-Remote
2022.01 - 2024.01
- Work with physicians and clinical staff to acquire up to date clinical records to complete insurance companies authorization requirements
- Verify the accuracy of CPT and ICD-10 codes within patients referral(s)
- Select accurate clinical records within the Epic Access and Revenue Cycle software system for patients prior to submitting an authorization request
- Communicate with patient, physician, clinical staff, and scheduling department in the event of a denial for cancellation completion
- Utilize insurance company payer sites such as Blue Cross Blue Shield, United Healthcare, Optima Health as well as other third party payer sites to obtain insurance authorizations.
Customer Advocate I
BCBS TX - Richardson, Tx.
2020.03 - 2021.07
- Helped customers identify the appropriate behavioral health professionals based on expressed life situations while utilizing the eight step Ulysses Customer Service strategy to improve customer experience
- Research counselors based on expertise within a ten-mile radius of customers home or work
- De-escalated calls by staying calm, acknowledging customers and providers concerns and providing solutions in a timely manner
- Educate providers and customers on behavioral health benefits including eligibility, copay's, deductibles, pre-authorizations while following HIPAA guidelines
- Analyze behavioral health pre-authorization forms for any incomplete or missing documents
- Role ended due to the pandemic.
Customer Service Representative
Willis Towers Watson - Richardson, Tx.
2018.09 - 2020.03
- Rehired for temporary assignment | Focused on supporting retirees enrolling in Medicare health plans | call volume: approx
- 60-80/shift
- Served as the initial point of contact and charged with assessing and clarifying questions and concerns
- Educated retirees about their Health Reimbursement Accounts (HRA) and what expenses were eligible for reimbursement
- Followed strict privacy and security protocols when securing a participant's account and medical information
- Displayed impeccable sensitivity and understanding, active listening skills, speaking clearly, reiterating information, and questioning for understanding
- Assisted participants with making third party calls to insurance carriers and providing support as a liaison when discrepancies occurred.
Excel Inventory Clerk
Randstad (Iron Mountain) - Plano, Tx
2017.09 - 2017.12
- Scanned ceramic maps and tapes into excel spreadsheet
- Carefully performed duplicate checks for discrepancies
- Submitted boxes for shipment
- Keyed in geographical data numbers in the company's customized database
- Verified characters entered with 100% accuracy and submitted exceptions to team lead for review and direction.
Initial Loss Reporting Associate
Randstad (State Farm) - Richardson, TX
2015.03 - 2015.10
- First point of contact in assisting customers file fire and auto insurance claims
- Ensured calls were promptly routed to other claim handling teams
- Assisted customers with towing services when needed.
Quality Monitor Analyst
Willis Towers Watson - Richardson, TX
2014.08 - 2015.01
- Monitored and evaluated neighboring team members call flow
- Submit accurate forms to provide valuable feedback to the operations team to coach and develop their teams and ensure compliance standards were being met
- Frequently took escalated Medicare enrollment calls to help assist with enrolling retirees into medical prescription, dental, and vision plans.
Education
UI/UX Designer -
Course Careers
2024-06
Bachelor of Science -
University of Phoenix
Tempe, AZ2021-01
GED -
North Lake College
Irving, TX2010-01
Skills
- Medical terminology proficiency
- Proficiency in Microsoft
- EMR
- Patient Scheduling
- Data Entry
- Medical Coding
- Insurance Verification
- Medical terminology knowledge
- Effective communication skills
- Documentation Management
- Quantitative Research
- User Experience Testing
- Information architecture
- Visual design
- Prototyping
- Qualitative Research
- Teamwork and Collaboration
- Organizational Skills
- Self Motivation
- Reliability
- UX Design
- Problem-Solving
- Analytical and Critical Thinking
- Quality Assurance
Certification
CRCR- Certified Revenue Cycle Rep.
Timeline
Insurance Authorization Specialist
Ensemble Health Partners-Remote
2022.01 - 2024.01
Customer Advocate I
BCBS TX - Richardson, Tx.
2020.03 - 2021.07
Customer Service Representative
Willis Towers Watson - Richardson, Tx.
2018.09 - 2020.03
Excel Inventory Clerk
Randstad (Iron Mountain) - Plano, Tx
2017.09 - 2017.12
Initial Loss Reporting Associate
Randstad (State Farm) - Richardson, TX
2015.03 - 2015.10
Quality Monitor Analyst
Willis Towers Watson - Richardson, TX
2014.08 - 2015.01
UI/UX Designer -
Course Careers
Bachelor of Science -
University of Phoenix
GED -
North Lake College
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