Career Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline

Ashley N. Webb

Anthem Inc. Healthcare
17
years of professional experience

Utilized strong organizational and communication skills to advocate for customers and streamline operational processes within the company.

Work History

Claims/Benefits Subject Matter Expert

17 Years 6 Months
Anthem Inc. Healthcare | 02.2009 - Current
  • Communicates appropriate options for resolution in a timely matter.
  • Informs customers about services available and assesses customer needs.
  • Provides functional guidance, training, and assistance to lower-level staff.
  • Trained new hire class of 20 on Anthem products, claims, benefits, and escalated issues.
  • Monitor priority of calls and shifts escalated calls to assure resolution to problems.
  • Collaborate across teams and leadership to share information and coordinate on new ideas.
  • Lead open enrollment process annually for members, using effective communication to explain various benefits.
  • Make presentations to company leadership with recommendations for benefits for members.
  • Educated 60+ members on benefits plans, including medical, dental, vision, life and disability benefits, to help them make informed decisions.
  • Assist medical coding professionals in detecting coding errors during billing processes as well as keeping up to date with new coding rules and initiatives.
  • Train billing and video topics to new hire chat representatives.
  • Handle over 100 calls per shift assisting customers, retrieving customer data, presenting relevant health information, and cancelling service.
  • Met all company guidelines, including service levels, handle time & productivity.
  • Monitor live chat through system tool while assisting reps in real time.
  • Temporarily fill in as chat Lead.
  • Investigated and resolved customer inquiries and complaint quickly.
  • Processed 80 member requests by telephone daily regarding health insurance.
  • Review outstanding requests and redirected workloads to finish projects on time.
  • Maintain department call logs and data entry for functional databases.
  • Coordinate with providers and claims to address and resolve payment discrepancies.
  • Analyze members’ needs and financial situations to customize insurance policies for individual necessity.

Education

- Nursing

Ventura College | Ventura, CA
GPA: completed 20 credits

- Independent Major- General Studies

Oxnard College | Oxnard, CA
GPA: completed 30 credits

High School Diploma

Oxnard High School

Certified Medical Assistant

Medical Career Services | Oxnard, CA | 01.2006

Skills

Assisted in data entry processes to uphold accuracy
Managed Outlook for streamlined communication and scheduling.
Applied analytical thinking to assist in effective problem-solving.
Organized tasks using time management techniques to enhance efficiency.
Contributed ideas during team brainstorming sessions to foster creativity.
Practiced active listening to gather insights on team and client needs.
Developed analytical skills to evaluate data and identify trends.
Employed strategic thinking to aid in project planning.
Focused on customer satisfaction in all interactions.

Accomplishments

    Solved 40+ customer issues daily, keeping a 98% satisfaction score.

Timeline

Claims/Benefits Subject Matter Expert

Anthem Inc. Healthcare
02.2009 - CurrentRead More

Medical Career Services

Certified Medical Assistant
Read More

Oxnard College

from Independent Major- General Studies
Read More

Ventura College

from Nursing
Read More

Oxnard High School

High School Diploma
Read More

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Ashley N. Webb