Ashley Ooten
WASHINGTON COURT HOUSE,OH
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Medical 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
8
8
years of professional experience
Work History
Senior Customer Service Representative
WillowWood Global
Mount Sterling, OH
09.2021 - Current
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Escalated issues to proper supervisors when standard processes were not effective.
- Engaged clients in person and over phone to answer questions and address complaints.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Processed, scheduled and executed customer orders for new and established customers.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Responded proactively and positively to rapid change.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Cross-trained and backed up other customer service managers.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
- Maintained up-to-date knowledge of product and service changes.
Certified Medical Assistant
Healthsource
Washington Court House, OH
01.2018 - 09.2021
- Collected and documented patient medical information such as blood pressure and weight.
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications, and other physician instructions.
- Called and faxed pharmacies to submit prescriptions and refills.
- Taught patients about medications, procedures, and care plan instructions.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Promoted office efficiency, coordinating charts, completing insurance forms, and helping patients with diverse needs.
- Prepared and administered medications to alleviate patient symptoms.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Conducted preliminary patient evaluations measuring weight, temperature and blood pressure.
- Directed patients to examining rooms and coordinated transportation assistance as necessary.
- Educated patients by providing medication and diet information and clarifying physicians' orders, answering questions thoroughly.
- Obtained client medical history, medication information, symptoms, and allergies.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Measured patient spirometry.
- Completed EKGs and other tests based on patient presentation in office.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
Education
Associate of Applied Science - Medical Assisting
Sinclair Community College
Dayton, OH06-2012
Skills
- Email etiquette
- Reporting and documentation
- Call center experience
- Client retention strategies
- Coaching and mentoring
- Exceptional communication
- Strong leadership
- Team motivation
- Complaint handling
- Custom order management
- Email communication
- Customer relationship management
- Active listening
- Task prioritization
- Decision-making
- Customer service
DAISY Award
In 2017, I was nominated for my outstanding leadership in the Medical Field.
Timeline
Senior Customer Service Representative
WillowWood Global
09.2021 - Current
Certified Medical Assistant
Healthsource
01.2018 - 09.2021
Associate of Applied Science - Medical Assisting
Sinclair Community College