Ashley Roberts

Laplace,La

Summary

Adept at managing high-stress situations and resolving customer disputes, I enhanced loyalty at Ochsner Medical Center through empathetic service. With six years of managerial experience and expertise in insurance verification, my proficiency in Epic and EMR systems, alongside exceptional communication skills, significantly improved operational efficiency.

Overview

years of professional experience

Work History

Customer Service Representative

Ochsner Medical Center

03.2023

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Responded to customer requests for products, services, and company information.

Sleep Number/ Customer Service Rep

Sleep Number Corporation

08.2021 - Current

Managing large amounts of Inbound calls in a Timely manner
Providing introductory information to new customers
Ensuring that customers are satisfied with products or services
Following up with clients or customers to check that they’re still satisfied with any purchases
Letting customers or clients know about additional products or services
Determining the quickest, most effective ways to answer a client’s or customer’s questions
Escalating queries and concerns
Troubleshooting common issues with a product or service
Working with a team of CSRs and other departments to find appropriate solutions
Following call center scripts when handling different topics.

Stone Clinical Lab

05.2018 - 12.2020

Manage Inbound Calls
Verify Benefits
Receiving and unpacking specimens
Prepare specimen for further lab analysis
Transport specimen to other labs and clinical departments
Insurance verification/ authorization
Data entry.

Taco Bell/ General Manager

01.2022 - 01.2019

Training
Scheduling
Inventory Management
Customer Service
Cash Management
Food Preparer
Ensure compliance with policies, procedures, and operational protocols.

Louisiana Medical Management Cor/ Medical Assistant

08.2010 - 07.2014

Triage Patients
Assist Physicians in office procedures
Schedule surgeries
Specimen labeling
Bills and Collect outstanding delinquent payments or issues payments
Ensure records are complete and current for patients visits
Input data into the electronic medical records
Managing large amounts of Inbound calls in a Timely manner
Identifying customer’s needs, clarify information, research every issue and providing solutions
Clean and restock rooms and equipment
Assist front desk as necessary to maintain communication and patient flow
Stock supplies: inform Manager of any clinic supply needs
Ensure compliance with policies, procedures, and operational protocols
Insurance Verification.

Education

Medical Assisting -

Blue Cliff College

01.2009

Skills

TeamLead /Manager
Excellent Customer Service, Communication and Written skills
Six years of Manager experience
Knowledge of HMO/PPO
Working Remotely
Servicing 60 calls daily
Insurance Verification/ authorization

Systems worked Epic, EMR, TriZetto, ESD
Knowledge of Medical Law and Ethics
Knowledge of Billing and Reimbursement
Ability multitasking systems, monitors and phone transfers
Knowledge of Medical Terminology, Anatomy, Physiology
Knowledge of ICD 10 and CPT codes HCPCS
Operate Computer: Microsoft Word, Microsoft Office, E-mail, Word processing, and Internet ability

References

Available upon request

Timeline