Ashley Pate
Cincinnati,OH
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
14
14
years of professional experience
Work History
Eligibility Technician
Hamilton County Job and Family Services
Cincinnati, OH
10.2023 - Current
- Reduced errors in benefit calculations by conducting thorough reviews of applicant financial information, ensuring consistency with program guidelines.
- Promoted a customer-centric approach within the team, emphasizing empathy and understanding when assisting clients with complex eligibility challenges.
- Enhanced client satisfaction by providing timely and accurate eligibility determination for various assistance programs.
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
- Resolved discrepancies with client applications to verify eligibility.
- Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
- Maintained detailed records of client interactions, ensuring accuracy and confidentiality of sensitive information.
- Interviewed applicants and explained scope of different available benefits.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Established trust with clients by consistently demonstrating empathy, professionalism, and a commitment to their wellbeing.
Manager
Barclays
Cincinnati, OH
08.2022 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Onboarded new employees with training and new hire documentation.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established team priorities, maintained schedules and monitored performance.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Customer Service
Internal Revenue Service
11.2021 - 08.2022
- Provide technical assistance to individuals and/or businesses primarily through telephone interaction in a dynamic call center environment, and/or face-to-face contact
- Address wide range of issues/problems that require unique solutions
- Apply the tax code to assist taxpayers in understanding and meeting their tax responsibilities;
- Secure, analyze and protect sensitive personal and financial information;
- Make determinations and use sound judgment to resolve taxpayer disputes and delinquency issues
- Develop, analyze and evaluate information involving the research of computerized records by accessing multiple online/database systems.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
Receptionist/Operator
Sunrise Treatment Center
10.2020 - 08.2022
- Train and educate new employees
- Maintain cleanliness of office and break areas
- Kept reception area clean and neat to give visitors positive first impression.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered central telephone system and directed calls accordingly.
- Responded to inquiries from callers seeking information.
- Managed multiple tasks and met time-sensitive deadlines.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Answered phone promptly and directed incoming calls to correct offices.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Scheduled and confirmed appointments and meetings for senior management team.
- Confirmed appointments, communicated with clients and updated client records.
- Corresponded with clients through email, telephone or postal mail.
Services Representative
Cincinnati Children's Hospital, Emergency
09.2017 - 07.2021
- Serve as a first line of contact and a resource to patients and visitors
- Assist with admitting and registering patients that arrive in the emergency room
- Respond to employee and patient concerns to provide excellent customer service
- Process and verify insurance coverage eligibility
- Collect copays and Deposits
- Quickly responds to Squad and Emergency Air care arrivals
- Answer incoming calls regarding physician call backs
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
Patient Service Representative
Mercy Health
06.2019 - 10.2020
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Took copayments and compiled daily financial records.
- Assisted patients in filling out check-in and payment paperwork.
- Explained plans for treatment and payment options.
- Followed document protocols to safeguard confidentiality of patient records.
Scheduler
UC Health
10.2015 - 02.2017
- Answer incoming calls regarding patient physician appointments
- Schedule patient appointments using epic software
- Make outgoing calls to patients regarding prescription inquires and physician email questions
- Assisted office team by making phone calls, copies and appointments.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Managed multi-line phone system directing individuals to desired personnel and providing general information
- Maintained accurate records of calls placed and received
PATIENT CARE COORDINATOR
HUMANA
09.2013 - 03.2015
- Provide service and guidance to members, respond to questions, and resolve customer inquires
- Acted as main point of contact for patients, doctors and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
- Worked closely with patients to deliver excellent and direct individualized patient care.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Managed prescriptions by sending electronic requests for new medications and refills.
- Resolved problems with communication and billing to foster seamless services.
RESERVATION SALES AGENT
DELTA AIRLINES
03.2011 - 09.2013
- Train new employees and organize training books and materials.
- Provided customers with information about availability and pricing.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Worked flexible hours; night, weekend, and holiday shifts.
- Maintained energy and enthusiasm in fast-paced environment.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Education
Bachelors - Social Work
Phoenix University
Phoenix, AZNursing
Cincinnati State Technical And Community College
Cincinnati, OHDiploma -
FINNEYTOWN HIGHSCHOOL
Skills
- Insurance Verification
- Active Listening
- Critical Thinking
- Customer Needs Assessments
- Customer Inquiries
- Complaint Resolution
- Customer Service
- Providing Feedback
- Teamwork and Collaboration
- Billing and Payment Processing
- Phone Systems
- Email and Telephone Follow-Ups
- Advising and Coaching
- Customer Relationship Management
Timeline
Eligibility Technician
Hamilton County Job and Family Services
10.2023 - Current
Manager
Barclays
08.2022 - Current
Customer Service
Internal Revenue Service
11.2021 - 08.2022
Receptionist/Operator
Sunrise Treatment Center
10.2020 - 08.2022
Patient Service Representative
Mercy Health
06.2019 - 10.2020
Services Representative
Cincinnati Children's Hospital, Emergency
09.2017 - 07.2021
Scheduler
UC Health
10.2015 - 02.2017
PATIENT CARE COORDINATOR
HUMANA
09.2013 - 03.2015
RESERVATION SALES AGENT
DELTA AIRLINES
03.2011 - 09.2013
Nursing
Cincinnati State Technical And Community College
Diploma -
FINNEYTOWN HIGHSCHOOL
Bachelors - Social Work
Phoenix University