Ashley Reinke
Thousand Oaks,CA
Summary
Experienced medical receptionist with over 20 years of expertise in the healthcare industry. Provided comprehensive support to a team of five physicians in a fast-paced medical office. Proficient in verifying insurance coverage, conducting thorough records reviews, and efficiently managing schedules. Skilled in handling heavy incoming call volume with professionalism and exceptional customer service. Brings a wealth of knowledge and expertise to ensure smooth operations and excellent patient care, including experience in medical claims, CPT codes and health insurance knowledge.
Overview
21
21
years of professional experience
Work History
Senior Customer Service Advocate
UnitedHealth Group
02.2022 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Reduced customer complaints through timely resolution of issues and proactive identification of potential problems.
- Facilitated successful conflict resolution between customers and company representatives, preserving brand reputation and goodwill.
- Served as a trusted resource for customers, consistently exceeding expectations in all interactions.
- Delivered exceptional service by actively listening to customers and empathizing with their needs.
- Consistently met or exceeded performance metrics, demonstrating a commitment to excellence in all tasks undertaken.
- Leveraged strong problem-solving skills to address complex challenges faced by clients, ensuring swift resolution of issues whenever possible.
- Achieved top-tier customer service ratings by effectively handling difficult situations with diplomacy and tact.
- Mentored junior team members, sharing expertise in best practices for excellent customer service delivery.
- Implemented new procedures to streamline workflow and enhance productivity within the department.
- Participated in ongoing training initiatives to maintain current knowledge of industry trends and best practices for superior service delivery.
- Collaborated with cross-functional teams to improve overall company performance and customer satisfaction levels.
- Managed high-volume inbound calls, maintaining professionalism under pressure.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Documented customer interactions and transactions for accurate, up-to-date records.
Surgical Scheduler/Billing/Medical Records
Advanced Center For Surgery
09.2017 - 07.2020
- Coded correct procedures for physician and billing purposes.
- Contacted insurance companies to obtain authorizations and gathered all related medical records.
- Reached out to patients to confirm arrival times and convey procedures.
- Assisted coworkers and staff members with special tasks on a daily basis.
- Screened and sorted incoming mail, faxes and deliveries, routing to appropriate personnel.
- Performed general office duties, including answering multi-line phones, routing telephone calls or messages to appropriate staff, greeting the public, typing, proofreading, filing, sorting and handling incoming and outgoing mail.
- Built and maintained excellent customer relationships through timely response to inquiry and going above and beyond to accommodate unusual requests.
- Greeted clients and visitors in a friendly, courteous manner.
- Handled itinerary and appointment schedules
- Greeted customers and visitors in-person and via telephone calls.
- Managed the reception area, including responding to telephone calls, in-person requests, internal and external communications and greeting visitors.
- Created files, reports and records while maintaining confidentiality.
- Created and implemented standard operating procedures for records handling.
- Accomplished human resources department and organization mission by completing related results as needed.
- Performed general administrative duties, including copying, faxing and filing.
- Processed payments and contracts on accounts.
- Answered telephone inquiries from clients, vendors and the public.
- Resolved customer issues quickly and effectively to increase customer satisfaction ratings.
- Used various methods of data collection to research and record data successfully.
- Checked accuracy and integrity of files and resolved error
- Copied, logged and scanned supporting documentation.
- Managed Care
- ICD9 and CPT knowledge and worked with on a daily basis.
- Recorded all information regarding financial status of customers.
- Negotiated to collect balance in full.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Scanned, received and sent faxes to appropriate departments, including insurance claims, co-pay assistance information and patient documentation.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
Medical Office Receptionist,
SImi Obsetrics and Gynocology
05.2006 - 02.2013
- Scheduled appointments, registered patients and distributed sample pharmaceuticals as prescribed.
- Thoroughly investigated past due invoices and minimized Number of unpaid accounts.
- Coded inpatient charts at a rate of Number per hour or Number per day.
- Recorded and filed patient data and medical records.
- Precisely completed appropriate claims paperwork, documentation and system entry.
- Carefully reviewed medical records for accuracy and completion as required by insurance companies.
- Professionally and courteously verified appointment times with patients.
- Strictly followed all federal and state guidelines for release of information.
- Assisted in the maintenance of medical charts and/or electronic medical record (filing, Op Reports, test results, home care forms).
- Meticulously identified and rectified inconsistencies, deficiencies and discrepancies in medical documentation.
- Wrote clear and detailed clinical phone messages for physicians.
- Directed patient flow during practice hours, minimizing patient wait time.
- Adeptly managed a multi-line phone system and pleasantly greeted all patients.
- Acquired insurance authorizations for procedures and tests ordered by the attending physician.
- Verified patients’ eligibility and claims status with insurance agencies.
- Arranged and assisted with hospital admissions.
- Prepared patient charts accurately and neatly for the clinic.
- Diligently filed and followed up on third party claims.
- Prepared patient charts, pre-admissions and consent forms as necessary.
Bank Teller
Downey Savings
09.2005 - 04.2006
- Opened new customer accounts, including checking, savings and lines of credit.
- Organized and removed online banking files no longer in use.
- Executed customer transactions, including deposits, withdrawals, money orders and checks.
- Established new customer accounts including checking, savings, lines of credit and loans.
- Rapidly and efficiently prepared customer and ATM cash and change orders.
- Balanced daily cash deposits and bank vault inventory with a zero error rate.
- Assembled in-store marketing displays.
- Processed quarterly Vault and ATM audits with a zero error rate.
- Processed cash withdrawals.
- Trained employees on cash drawer operation.
- Coordinated daily cash reconciliation at a high-volume location.
- Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
Loan Officer/ Foreclosure Specialist
Countrywide Home Loans
03.2003 - 08.2005
- Answered and quickly redirected calls.
- Initiated operations improvements to improve overall call center productivity.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Recommended loan approvals and denials based on customer loan application reviews.
- Maintained current loan and pricing information on the online banking website.
- Adhered to all federal and state compliance guidelines relative to retail mortgage lending.
- Originated, reviewed, processed, closed and administered customer loan proposals.
- Performed daily maintenance of the loan applicant database.
- Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan.
- Submitted loan applications to the underwriter for verification and recommendations.
- Educated customers on the variety of loan products and available credit options.
- Reviewed and edited loan agreements to ensure accuracy
- Managed opening and closing times for the main branch.
Education
High School Diploma -
Simi Valley High School
2003
Skills
- Records maintenance professional
- Patient chart auditing ability
- Insurance and collections procedures
- Understands insurance benefits
- Composed and professional demeanor
- Excellent problem solver
- Office management professional
- Resourceful and reliable worker
- Close attention to detail
- Adept multi-tasker
- High customer service standards
- Adheres to customer service procedures
- Skilled in call center operations
- Multi-line phone operation proficiency
- Strong problem solving ability
- Troubleshooting skills
- Cash handling expertise
- Exceptional customer service
- Extremely organized
- Data entry
- Billing and coding expertise
- Medical terminology
- Payment processing
- Verifying insurance
- Obtaining authorizations
- Updating charts
- Customer service
- Verbal and written communication
- Scheduling
- Payment Collection
- Billing Inquiries
- Call center experience
- Health insurance industry knowledge
- Medical terms and procedure knowledge
- Insurance claims processing
Accomplishments
Medical Terminology Class thru Simi Valley Adult School Graduated 2006
Certified Nurse assistant/ CPR took thru Red Cross Simi Valley Ca 2006 expired due to my husband is active duty in the Navy was unable to work.
Timeline
Senior Customer Service Advocate
UnitedHealth Group
02.2022 - Current
Surgical Scheduler/Billing/Medical Records
Advanced Center For Surgery
09.2017 - 07.2020
Medical Office Receptionist,
SImi Obsetrics and Gynocology
05.2006 - 02.2013
Bank Teller
Downey Savings
09.2005 - 04.2006
Loan Officer/ Foreclosure Specialist
Countrywide Home Loans
03.2003 - 08.2005
High School Diploma -
Simi Valley High School
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