Ashley Lindsey
Kansas City,MO
Summary
Experienced customer service professional with 8 years of experience showcasing proven expertise in providing exceptional customer support. Adept at ensuring customer satisfaction through effective communication and problem-solving skills. Demonstrates a strong commitment to maintaining confidentiality and upholding accuracy and efficiency in professional settings. Possesses excellent critical thinking abilities enabling the analysis of complex situations and providing effective solutions.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Patient Account Registrar
St. Joseph Medical Center
Kansas City, MO
09.2024 - 01.2025
- Deliver high-quality customer service by accurately gathering and registering patients' financial and demographic information, ensuring a smooth admission process.
- Process payments and obtain necessary signatures for financial responsibility and treatment procedures, adhering to established accounting guidelines.
- Referred self-pay patients to financial assistance programs, while adhering to HIPAA regulations regarding privacy and confidentiality.
Case Processor
US Bank
Overland Park, KS
05.2019 - 09.2024
- Investigated and resolved unauthorized, disputed, or erroneous credit transactions, ensuring compliance with federal regulations, and network rules.
- Executed comprehensive investigations to process transactions accurately and issue credits effectively.
- Managed fee reversals and interest adjustments, while effectively communicating with customers and recovering funds through merchants and financial institutions
- Demonstrated high accuracy and attention to detail, adapting to new claim processing methods to support various operational areas.
- Developed strong relationships with clients, providing exceptional customer service and support throughout the cash processing experience.
- Conducted regular reviews of departmental policies and procedures to identify potential areas for improvement or increased compliance requirements.
- Handled both inbound and outbound communications efficiently.
Customer Service Representative
UnitedHealthcare/OptumRx
Overland Park, KS
05.2018 - 05.2019
- Addressed and resolved customer inquiries regarding benefit eligibility and prescription status, ensuring clear communication and efficient problem-solving
- Educated customers on prescription benefits, plan usage, and claim status, while accurately documenting information in internal systems
- Coordinated with pharmacies and physicians to facilitate prescription orders and reorders, and managed outbound communications concerning payment issues
- Facilitated both inbound and outbound phone interactions.
Customer Service Representative
US Bank
Overland Park, KS
07.2016 - 05.2018
- Assisted customers by addressing inquiries and resolving concerns related to their accounts, ensuring a high level of satisfaction and understanding of available banking options
- Utilized multiple systems to diagnose customer needs and educate them on product features and benefits, promoting ease and convenience in banking experiences
- Managed challenging customer interactions by de-escalating issues and providing patient guidance through troubleshooting and digital navigation
- Managed incoming and outgoing calls efficiently.
Education
High School Diploma - General Education
Ruskin High School
Kansas City, MO05.2015
Skills
- Active listening
- Critical thinking
- Conflict resolution
- Dependability
- Verbal and written communication
- Research proficiency
- Microsoft Word
- Microsoft Excel
- Epic
- Phone and email etiquette
- Data entry
- Verification and eligibility
- Multitasking Abilities
- Organizational skills
- Team collaboration
- HIPAA compliance
- Patient confidentiality
- Adaptability and flexibility
- Medical documentation
- Patient registration
- Task prioritization
- Professionalism
- Continuous improvement
- Works Well Under Pressure
- Decision-making
- Problem-solving
- Call control techniques
- Basic life support BLS
Certification
BLS
Timeline
Patient Account Registrar
St. Joseph Medical Center
09.2024 - 01.2025
Case Processor
US Bank
05.2019 - 09.2024
Customer Service Representative
UnitedHealthcare/OptumRx
05.2018 - 05.2019
Customer Service Representative
US Bank
07.2016 - 05.2018
High School Diploma - General Education
Ruskin High School
BLS