Ashley Lane
Jonesboro,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Benefit Verification Specialist
Talent Bridge
Remote
10.2023 - 03.2024
- Improved patient satisfaction by accurately verifying benefits and providing timely responses to inquiries.
- Enhanced workflow efficiency by implementing a streamlined benefit verification process for the team.
- Reduced claim denials with thorough insurance eligibility assessments prior to service provision.
- Collaborated with cross-functional teams to address discrepancies in patient information, ensuring accurate billing and reimbursement.
- Maintained up-to-date knowledge of insurance regulations, enabling accurate benefit verifications for various plans.
Customer Experience Agent
Conduent Business Services
Remote
01.2021 - 01.2022
- Answer Member phone calls and provide them with the information that they request alongside advising additional helpful information Elevating Member concerns to managers and supervisors as needed for timely resolve
- Became very knowledgeable about the company’s offerings, both to Clients as well as Members
- Provide exceptional customer support in every interaction.
Preschool Teacher
Kid’s Korner Academy
McDonough, GA
01.2020 - 01.2021
- Helping kids keep excellent hygiene, including brushing teeth
- Organizing activities that help them learn about the world in a fun and educational manner
- Scheduling daily physical exercise, playtime, as well as rest and nap time
- Working with parents to develop educational and behavioral goals
- Following the guidelines of the day care facility, including embodying the facility’s specific philosophy and mission statement
- Maintaining a professional atmosphere
- Assisting in the maintenance and upkeep of all equipment and facilities
- Attending meetings with other day care workers and managers.
Quality Control Specialist
TSYS Managed Services
McDonough, GA
01.2017 - 01.2019
- Understands internal processes and client specific call scoring criteria while monitoring random inbound customer service calls and evaluating the quality of calls based on client defined criteria
- Provides Customer Service Representatives with basic feedback and coaching to improve the quality of service provided to the supported client's customers
- Creates weekly reports outlining the calls evaluated, team member(s) coached for department management and/or supervisor
- Creates monthend reporting detailing callas reviewed for the month
- Conducts supervisor audits checking the integrity and compliance of calls scored.
Education
Associate Of Business Administration -
American InterContinental University
Schaumburg, IL01.2018
Skills
- Perform Audits
- Proficient in NICE IEX
- Proficient in Microsoft Teams
- Proficient in Citrix Workspace
- Proficient in Cisco IP Phone
- HIPAA Compliance
- Follow-up skills
- Insurance Verification
- Proficient in Microsoft Office
- Benefits Explanation
- Documentation And Reporting
- Written and oral communication
- Time Management
- Interpersonal Communication
- Teamwork and Collaboration
- Problem-solving abilities
- Professionalism
- Self Motivation
- Reliability
- Attention to Detail
Timeline
Benefit Verification Specialist
Talent Bridge
10.2023 - 03.2024
Customer Experience Agent
Conduent Business Services
01.2021 - 01.2022
Preschool Teacher
Kid’s Korner Academy
01.2020 - 01.2021
Quality Control Specialist
TSYS Managed Services
01.2017 - 01.2019
Associate Of Business Administration -
American InterContinental University