Summary
Overview
Work History
Education
Skills
References
Additionalskillsandrecognitions
Timeline
Generic

Ashley Joel

Charlotte,NC

Summary

Dynamic professional with extensive experience in customer service and patient care, notably at Novant Health. Excelled in roles requiring strong interpersonal skills and adaptability, leveraging EPIC and Microsoft Office to enhance service delivery. Proven track record in improving customer satisfaction and streamlining processes, demonstrating exceptional complaint resolution abilities and a detail-oriented approach.

Overview

15
15
years of professional experience

Work History

Guest Services Rep

Novant Health
Charlotte, NC
05.2022 - Current
  • Greet, direct and transport guests and patients
  • Handle complaints and apply service recovery skills
  • Answer phone calls to direct guests, while providing customer service
  • Update and manage patient restriction lists
  • Provided assistance to guests throughout their stay.
  • Providing information about the business's offerings, services, and amenities
  • Coordinating housekeeping, porters, transport providers, and kitchen staff

Customer Service Agent

American Airlines
Charlotte, NC
03.2022 - 05.2022
  • Promote and sell air travel, provide check-in and cargo services, interpret travel regulations, and ensure timely aircraft dispatch
  • Deliver exceptional assistance to passengers, safeguard company assets, and ensure travel safety
  • Demonstrate physical dexterity, organizational skills, and the ability to work under minimal supervision in high-pressure situations
  • Operated various computer programs related to customer service operations.
  • Coordinated with airlines regarding flight schedules and other travel-related issues.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Responded quickly to emergency situations by following appropriate protocols.

Patient Service Representative

UDA Dental
Charlotte, NC
07.2021 - 03.2022
  • Manage incoming calls with professional etiquette, handle patient check-ins/outs, and schedule appointments
  • Efficiently process paperwork, collect payments, and explain financial policies to patients
  • Enhance patient flow and insurance billing processes, demonstrating proficiency in basic computer functions
  • Contributed to team meetings, sharing insights and strategies for improving patient access services.
  • Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
  • Verified patients' insurance and payment methods during admissions or check-in processes.

Switchboard Operator

Atrium Health
Charlotte, NC
11.2020 - 07.2021
  • Trained call center staff handled emergency calls and pages and maintained communication with appropriate personnel
  • Utilized advanced call center systems to manage high-volume calls and maintained detailed records of communications

Member Advocate

Businessolver
Charlotte, NC
09.2019 - 05.2020
  • Provided inbound call support with a focus on problem-solving and positive engagement
  • Managed transactions, ensured compliance, and worked closely with carriers to address errors and issues

Senior User Support Specialist/Team Lead

Castlight Health
Charlotte, NC
10.2017 - 09.2019
  • Managed a high volume of customer calls, emails, and chats, providing technical support and user education
  • Led training for new employees and built strong client relationships through effective communication

Customer Service Representative

Joerns Healthcare
Charlotte, NC
04.2016 - 10.2017
  • Coordinated delivery and service orders, conducted follow-ups, and contributed to improving patient care and satisfaction
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Provided excellent customer service to resolve customer complaints in a timely manner.

Site Coordinator/Reimbursement Counselor (Temp)

AmerisourceBergen
Charlotte, NC
10.2015 - 03.2016
  • Managed insurance benefit verification, claims processing, and addressed denials and discrepancies, ensuring timely resolution

Customer Service Representative

Time Warner Cable
Charlotte, NC
09.2013 - 10.2015
  • Provided comprehensive support for customer inquiries, managed appointments, billing, and sales of additional services
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Customer Service Representative

Intergy’s Gas
Charlotte, NC
12.2009 - 07.2013
  • Addressed customer inquiries, resolved service and billing complaints, and processed account modifications
  • Developed strong relationships with customers by providing personalized assistance and support.

Education

High School Diploma -

Hopewell High School
06.2007

Healthcare Information Systems Certificate (Pending) -

University of Phoenix

Skills

  • EPIC
  • Microsoft Office
  • JIRA
  • Salesforce
  • Microsoft Teams
  • Inventory management
  • Confidentiality adherence
  • Effective time management
  • Strong interpersonal skills
  • Adaptability to change
  • Detail-oriented
  • Documentation and reporting
  • Guest relations
  • Complaint resolution
  • Customer service

References

Available upon request.

Additionalskillsandrecognitions

Microsoft Office, JIRA, Salesforce, Microsoft Teams, Inventory management, Confidentiality adherence, Effective time management, Strong interpersonal skills, Adaptability to change, Mentorship recognition, Good Catch Award for proactive problem identification, High customer satisfaction (CSAT) rating, Case closure efficiency

Timeline

Guest Services Rep

Novant Health
05.2022 - Current

Customer Service Agent

American Airlines
03.2022 - 05.2022

Patient Service Representative

UDA Dental
07.2021 - 03.2022

Switchboard Operator

Atrium Health
11.2020 - 07.2021

Member Advocate

Businessolver
09.2019 - 05.2020

Senior User Support Specialist/Team Lead

Castlight Health
10.2017 - 09.2019

Customer Service Representative

Joerns Healthcare
04.2016 - 10.2017

Site Coordinator/Reimbursement Counselor (Temp)

AmerisourceBergen
10.2015 - 03.2016

Customer Service Representative

Time Warner Cable
09.2013 - 10.2015

Customer Service Representative

Intergy’s Gas
12.2009 - 07.2013

High School Diploma -

Hopewell High School

Healthcare Information Systems Certificate (Pending) -

University of Phoenix
Ashley Joel