Ashley Roberson
Summary
Skilled administrative team member with an adept understanding of medical standards, medical records and HIPAA compliance requirements and clinical procedures. Problem-solver with excellent communication skills. Expertise in customer support, customer service and office operations. Detail-oriented in front desk operations with multi-year experience performing clerical tasks. Organized and meticulous with outstanding phone etiquette paired with deep knowledge of medical terminology. Dedicated to helping patients and staff efficiently with experience in managing patient appointments, handling patient inquiries, and maintaining electronic health records. Knowledgeable patient care coordinator with solid background in triaging, providing care, and insurance.
Overview
6
6
years of professional experience
Work History
Call Center Coordinator
Retina Consultants of San Diego
01.2025 - 07.2025
- Triaged emergency symptoms and scheduled patients with either the on call provider or the patient's provider based on the severity of their addressed symptoms.
- Experienced and trained in high volume calls, through managing multi-line phone systems directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Addressed escalated calls from customers professionally and efficiently with their subsequent complaints resolved effectively.
- Ensured seamless communication between departments by serving as a liaison between call center teams, providers, and management.
- Improved customer satisfaction by efficiently resolving inquiries and addressing concerns in a timely manner.
- Focused heavily on patient registration and insurance verification for benefits, copay and deductible information, and provide benefit information to the patients to see specialists at the practice.
- Maintained accurate records of customer interactions, enabling better tracking of issues and resolutions.
- Increased first-call resolution rates through effective problem-solving techniques and comprehensive practice knowledge training.
- Maintained strong relationships with other departments, working cohesively to ensure a seamless customer experience across all touchpoints.
Medical Receptionist
Aloha Laser Vision
02.2024 - 09.2024
- Worked in the front of the clinic, greeting patients, scheduling patient's appointments through our system, as well as scheduling/coordinating surgeries and answering/directing calls.
- Processed medication refill requests, and fielded patient concerns and questions.
- Handled all referrals and medical records faxed to the clinic and established patients' medical charts to get them established at our clinic.
- Admitted patients and completed intake and registration to prep and prepare patients for lasik surgery.
- Assisted all patients with inquiries, questions, and concerns with cataract and lasik surgery.
- Verified patient insurance, demographic, and health history to keep information current, as well as faxed and obtained medical records and referrals to register new patients' medical charts.
- Experienced and trained in high volume calls, through managing multi-line phone systems.
- Coordinated specialist referrals for patients requiring additional care, facilitating efficient transfer of medical records as needed.
Medical Receptionist
Aloha Vision Consultants
07.2023 - 01.2024
- Worked front clinic operations, greeting patients, scheduling patient's appointments through the EMR system, as well as scheduling/coordinating surgeries and answering/directing calls.
- Verified insurance coverage and eligibility for appointments and collected co-payments as required.
- Faxed and obtained medical records, referrals, and correspondence to register and establish medical charts and profiles, and update existing patient information in the EMR system.
- Helped patients complete necessary medical forms and documentation.
- Managed high call volumes.
- Maintained current and accurate medical records for patients by ensuring accurate record-keeping by diligently updating patient information and insurance information.
- Organized essential medical documents, streamlining access to vital information for healthcare providers during appointments.
Receptionist
Massage Envy
08.2022 - 11.2022
- Worked front clinic operations, greeting clients, scheduling appointments for clients, answering, directing, and transferring calls to appropriate personnel, and provided customer support.
- Established and created memberships for interested clients.
- Provided excellent customer service to clients, assisting with requests and questions they had.
- Confirmed appointments, communicated with clients, and updated client records.
- Handled cash transactions and maintained sales and payments records accurately.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Assisted with onboarding new clients and securing paperwork completion.
Service Associate
Reading Cinemas
06.2019 - 01.2022
- This employment required to work under many different roles, as Quality Control ensuring technology displayed correctly, as Usher cleaning theaters and working with customers, as Box Office handling cash/credit card transactions and working with customers.
- Greeted customers and provided assistance with exceptional customer service.
- Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
- Helped large volume of customers every day with positive a attitude and focus on customer satisfaction.
Education
Bachelor of Science - Public Health, Community Health
Northern Arizona University
Flagstaff, Arizona05.2024
Skills
- Front Desk Operations
- HIPAA Compliance
- Quality Assurance Evaluations and Quality Control Analyses
- Research and Data Analyses
- Patient Coordination Specialist
- Patient Support Services
- Routine Appointment Scheduling
- Triage and Emergency Scheduling
- Referrals, Medical Records and EMR/EHR Management
- Advanced Computer Skills: Excel and POS trained
- Healthcare and Medical Insurance Verification/Management
- Surgical Procedure/Surgery Coordination
- Cross Cultural, Diverse, and Multicultural Sensitivity and Understanding
- Documentation Expertise
- Medical Terminology
- Patient Registration
Timeline
Call Center Coordinator
Retina Consultants of San Diego
01.2025 - 07.2025
Medical Receptionist
Aloha Laser Vision
02.2024 - 09.2024
Medical Receptionist
Aloha Vision Consultants
07.2023 - 01.2024
Receptionist
Massage Envy
08.2022 - 11.2022
Service Associate
Reading Cinemas
06.2019 - 01.2022
Bachelor of Science - Public Health, Community Health
Northern Arizona University
Similar Profiles
Adriana GuevaraAdriana Guevara
Physician Assistant/Scribe at San Diego Retina ConsultantsPhysician Assistant/Scribe at San Diego Retina Consultants
ROBERTO PARRAROBERTO PARRA
Rehabilitation Technician at San Diego Family Health Centers Of San DiegoRehabilitation Technician at San Diego Family Health Centers Of San Diego
Nikki MalongNikki Malong
Ophthalmic Technician at Retina Consultants, P.C.Ophthalmic Technician at Retina Consultants, P.C.
Kimberlee Jaylyn JohnsonKimberlee Jaylyn Johnson
Call Center Coordinator at Cabins For YouCall Center Coordinator at Cabins For You
Shakira SingletaryShakira Singletary
Call Center Coordinator at Jefferson's HospitalCall Center Coordinator at Jefferson's Hospital