Ashley Matias
Summary
Knowledgeable and dedicated customer service professional offering 7 years of experience addressing customer requests and concerns. Motivated to maintain customer satisfaction and contribute to company success. Works independently, with minimal supervision and consistently demonstrates a strong work ethic and excellent time management and problem-solving skills.
Overview
6
6
years of professional experience
Work History
Customer Care Representative I
Elevance Health
10.2022 - 01.2023
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Investigated and resolved customer inquiries and complaints quickly.
- Used medical terminology knowledge to explain procedures, policies and services to members
- Responsible for responding to member questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, claims and authorizations
- Assist members with verifying claim information and processing, sending claims for adjustment, locating the status of authorizations, contacting provider offices for necessary information regarding claims or billing
- Operated dual monitors and laptop station to obtain and extract information from various healthcare systems
Member Service Representative
USALLIANCE Financial
08.2021 - 06.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes
- Opened new accounts and made changes to existing accounts
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Executed wire transfers, stop payments and account transfers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Service Manager
Chipotle Mexican Grill
03.2020 - 10.2021
- Maintained compliance with company policies and procedures for food safety, sanitation and quality.
- Oversaw balancing of cash registers, reconciled transactions and deposited establishment's earnings to bank.
- Controlled labor hours and inventory costs through hands-on management and proactive changes.
- Organized and oversaw food service training to educate employees on resetting tables, relaying orders to cooks and upselling food and beverages.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
Patient Access Registrar
Putnam Hospital Center
09.2019 - 05.2020
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record
- Secured patient demographics and insurance data within the proper confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations
- Determined patient financial needs and referred eligible patients to proper county, state or federal agencies to obtain financial assistance
- Imaged and scanned patient and registration documentation into electronic patient record via Cerner PM Office and FirstNet Tracking
- Performed patient scheduling and registration functions anywhere between 20-50 patients to serve as initial contact point for medical office visits.
Food Service Manager
McDonald's
06.2018 - 09.2019
- Maintained compliance with company policies and procedures for food safety, sanitation and quality
- Oversaw balancing of cash registers, reconciled transactions and deposited establishment's earnings to the bank
- Served breakfast, lunch and dinner to 50-100 customers per shift
- Memorized over 30 menu items and rotating specials in order to give customized recommendations to guests
- Swiftly and successfully resolved conflict resulting in customer satisfaction 100%
- Warmly greeted new and returning customers and developed relationships resulting in customer loyalty
- Responsible for upholding cash handling policies and procedures by balancing all register tills and deposits
- Ensure that all deposits were safely secured and accounted for at night
- Key holder and Closing Manager.
Office Assistant
College Suites At Washington Square
09.2016 - 05.2018
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments
- Executed record filing system to improve document organization and management
- Interacted with 50-100 customers by phone, email or in-person to provide information
- Completed clerical tasks such as filing, copying and distributing mail
- Developed correspondence letters, memos and emails
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs
- Answered questions and addressed, resolved or escalated issues to management personnel to satisfy customers
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests
- Answered multi-line phone system and transferred callers to appropriate department or staff member
- Kept track of important resident information and potential residents through use of filing system
- Create and execute use of Excel spreadsheets, Word Documents, etc. for storing and organizing important data.
Education
College Diploma - Medical Coding And Billing
Bryant & Stratton College
Buffalo, NY04.2023
Associate of Arts - Psychology
Schenectady County Community College
Scotia, NY05.2018
High School Diploma -
Schoharie High School
Schoharie, NY06.2016
Skills
- Active Listening
- Detail-Oriented
- Information Extraction and data entry
- Data Evaluation and analysis
- Customer Relations and retention
- Proficient in Microsoft Word, Excel and Powerpoint
- Time Management
- Strong Written and Verbal communication
- Ability to adapt quickly
- Multitasking
- Ability to work independently or in a team setting
- HIPAA Compliance and Policy Procedures
Timeline
Customer Care Representative I
Elevance Health
10.2022 - 01.2023
Member Service Representative
USALLIANCE Financial
08.2021 - 06.2022
Service Manager
Chipotle Mexican Grill
03.2020 - 10.2021
Patient Access Registrar
Putnam Hospital Center
09.2019 - 05.2020
Food Service Manager
McDonald's
06.2018 - 09.2019
Office Assistant
College Suites At Washington Square
09.2016 - 05.2018
College Diploma - Medical Coding And Billing
Bryant & Stratton College
Associate of Arts - Psychology
Schenectady County Community College
High School Diploma -
Schoharie High School
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