Ashley Rose
Gladwin,MI
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Morley Companies
05.2021 - Current
- Proficiently handle customer interactions using Live Engage, showcasing a customer-centric approach and ensuring smooth transitions as needed
- Expertly coordinate appointments for customers at the General Motors Dealership as per claim requirements
- Efficiently initiate and oversee cases on the Advisor Work Bench platform, prioritizing prompt resolutions to customer queries and emphasizing accountability
- Promote a streamlined workflow and collaborative environment by actively engaging with colleagues via Microsoft Teams, contributing to an efficient and high-performance claim processing unit
- Providing proactive customer outreach
- Promptly responds to incoming chats within the standard greeting approved timeframe
- Determines the purpose of incoming chat by focusing on the members' written messages
- Manages 70 claims on average with weekly updates
- Proficient in claims processing software and tools
- Advanced problem-solving skills for resolving complex claims issues
- Exceptional attention to detail in reviewing and validating claims
- Ability to track and manage claims through their lifecycle
- Expertise in researching and verifying claim information in internal databases and online resources
- Strong analytical skills for assessing claim eligibility and documentation
- Proactive customer outreach and engagement to facilitate efficient claims resolution
- Excellent communication skills for explaining claims processes to customers
- Timely and accurate claims documentation and record-keeping
Customer Service Representative
Concentrix - Remote
07.2020 - 05.2021
- Inbound and outbound calling in a high-volume call center environment
- Excellent customer service skills
- Protected the confidentiality of member information
- Compliance with Policies and Regulatory Standards
- Provided miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned
- Promptly responded to incoming calls within the standard greeting approved timeframe
- Triaged calls in a professional and timely manner
- Customer-centric approach in handling claims-related inquiries and concerns
- De-escalation techniques to address frustrated customers and restore faith in the claims process
- Collecting and analyzing customer feedback to improve claims processing
- Collaborative teamwork with colleagues to streamline claims workflows
- Detail-oriented approach to claims documentation and accuracy
- Exceptional multitasking and time management skills to handle a high volume of claims
- Resolving customer escalation concerns related to claims
- Maintaining a fast-paced and customer-focused claims environment
Medical Assistant
Lakes Internal Medicine
08.2019 - 03.2020
- Collect patient vitals and HPI
- Take and make phone calls
- Knowledge in phone etiquette
- Ability to set appointments and reschedule
- Ability to give SQ and IM injections
- Performed clinical skills under physician supervision
- Assisted doctor with in-office procedures
- Used EHR system- eClinicalWorks
- Obtained patient vitals
- Administered vaccines
- Performed patient assessments
- Processed medication refill requests
- Knowledge of insurance policies and regulations related to claims
Administrative Assistant
Picasso of Pizza
05.2015 - 07.2019
- Answer and direct phone calls
- Resolve customer complaints
- Order supplies
- Preparing and editing letters, reports, memos, and emails
- Organizing office equipment and inventory
- Worked effectively under pressure
- Ability to problem solve quickly and pay attention to detail
- Managed day-to-day operations of company
- Develop and maintain a filing system
- Responded to emails/faxes
- Open and closed store
Medical Assistant
Dr. Trate
08.2016 - 02.2017
- Demonstrated deep passion while working with patients
- Meticulous and organized
- Maintained records and accounts
- Answering and forwarding phone calls
- Performs clerical and administrative tasks
- Maintains and keeps patient information confidential
- Obtained vitals,ECGs, and X-Rays
- Administered injections and blood draw
- Excellent communication and interpersonal skills
- Assisted doctor with in-office procedures
- Used EHR system-eClinicalWorks
- Obtained patient vitals
- Scheduled patient appointments
- Exceptional multitasking and time management skills
- Processed medication refill requests
Medical Assistant
Pontiac Trail Medical Center
09.2013 - 05.2015
- Collected x-rays and administered injections
- Outstanding administrative skills
- De-escalated upset patients
- Ensured most recent data was current with Wellcentive and PCMH standards
- Updating and filing patient medical records
- Demonstrated exceptional care to better assist the physician - patient relationship
- Explaining treatment procedures to patients
- Coding and filling out insurance forms
- Performed clinical skills under physician supervision
- Assisted doctor with in-office procedures
- Used EHR system-Healthfusion, Cerner
- Obtained patient vitals
- Performed patient assessments
- Responsible for front office duties
- Scheduled patient appointments
- Administered vaccines
Assistant Manager
Tim Hortons
08.2006 - 02.2011
- Built positive relationships with a team of diverse members
- Trained team members to ensure high standards of guest service
- Counted cash drawers and coordinated change orders for employees
- Trained new staff members on company processes and procedures
- Answered questions from customer over the phone, email, and in person
- Shift leader
- Opened and closed store
Education
Certification in Medical Billing and Coding -
Ashworth College
No Degree - Business
Southwestern College
Winfield, KS09.2024
Medical Assisting - Medical Assisting
Dorsey Schools
Farmington Hills. MI10.2013
Skills
- Microsoft Office (3 years)
- Team Building
- Customer Service (5 years)
- Documentation
- Editing
- Filing
- Medical Terminology
- Typing
- EMR Systems
- Patient Care
- Medical Records
- Medical Scheduling
- Medical Office Experience
- Computer Skills
- Office Administration
- Cerner
- EClinicalWorks
- Medical Coding
- Vital Signs
- Experience Administering Injections
- Phlebotomy
- Certifications and Licenses
- Certified Medical Assistant (CMA)
- Order Fulfillment
- Customer Relations
- Business Development Understanding
- Senior Leadership Support
- Credit Card Payment Processing
- Microsoft Excel
- Account Management
- Microsoft Word
- Active Listening
- Microsoft PowerPoint
- Staff Training
- CRM Software
- Team Development
- Multi-Line Telephone Operation
- Records Preparation
- Order and Refund Processing
- Call Triaging
- Issue and Complaint Resolution
- Understanding Customer Needs
- Critical Thinking
- Medical Terminology Knowledge
- Customer Service
- Google Docs
- Investigate Claims
- Technical Support
- Research
- Reading Comprehension
- Data Verification
- Complex Problem-Solving
- Service Quality
- Document and Policy Review
- Review Cases
- Patient Data Identification
- Records Management
- Reviewing Patient Information
- Problem Resolution
- Diagnostic Codes
- Data Entry
- ICD-10 Requirements
- Code Assignment Research
- Records Scanning
- Charting and Clinical Documentation
Timeline
Customer Service Representative
Morley Companies
05.2021 - Current
Customer Service Representative
Concentrix - Remote
07.2020 - 05.2021
Medical Assistant
Lakes Internal Medicine
08.2019 - 03.2020
Medical Assistant
Dr. Trate
08.2016 - 02.2017
Administrative Assistant
Picasso of Pizza
05.2015 - 07.2019
Medical Assistant
Pontiac Trail Medical Center
09.2013 - 05.2015
Assistant Manager
Tim Hortons
08.2006 - 02.2011
Certification in Medical Billing and Coding -
Ashworth College
No Degree - Business
Southwestern College
Medical Assisting - Medical Assisting
Dorsey Schools
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