Summary
Overview
Work History
Education
Skills
Software System Expertise
Timeline
Generic

Ashley Scott

Violet,LA

Summary

Results-driven Healthcare Customer Service Representative with 15+ years of experience in patient support, medical billing, claims processing, and call center operations. Expertise in HIPAA compliance, multi-channel communication, insurance verification, and electronic health records (EHR) management. Adept at problem-solving, conflict resolution, and delivering outstanding patient experiences. Skilled in CRM platforms, data entry accuracy, and case resolution to ensure seamless customer engagement and regulatory compliance.

Overview

6
6
years of professional experience

Work History

AP Customer Service

HCA HealthTrust
05.2024 - Current
  • Processed over 60+ invoices and purchase orders from healthcare vendors daily
  • Collaborated with vendors and internal departments to resolve payment issues
  • Handled inbound phone calls and email from vendors seeking payment status
  • Learned and adapted quickly to new technology and software applications.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Medical Customer Service

Versant Health
04.2023 - 04.2024
  • Handled 60+ inbound calls per day, assisting members with medical claims, eligibility verification, and appeals.
  • Resolved 90% of escalated cases within SLA timeframes, ensuring timely reimbursement processing.
  • Documented all interactions in Salesforce Health Cloud, increasing case tracking efficiency by 25%.
  • Participated in quality audits, achieving a 98% compliance rating.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Worked effectively in fast-paced environments.

Member Service Rep

HealthEquity
10.2020 - 02.2023
  • Answered 70+ daily patient inquiries related to FSA, HRA and commuter accounts.
  • Verified customer's information accurately in operations system Identified and escalated priority issues
  • Ensured 100% HIPAA compliance, accurately processing patient documentation and claim requests.
  • Resolved 85% of complaints without escalation, improving customer loyalty and trust.
  • Monitored service quality and adherence to SLAs, achieving a 99% policy compliance score.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Verified customer identification and documentation for compliant transactions.
  • Handled complaints with prompt, courteous service to uphold professional reputation.

Intake Coordinator

Webtpa
10.2019 - 10.2020
  • Processing health benefit authorization requests in accordance with policy guidelines and criteria for physicians and medical facilities case resolution
  • Collaborated with medical facilities, ensuring timely prior authorization approvals.
  • Provided proactive follow-ups, securing 75% patient engagement in preventive care programs.
  • Managed regulatory compliance audits, achieving a 100% pass rate on annual evaluations.
  • Developed training modules for new hires, reducing onboarding time by 30%.
  • Enhanced office productivity by handling high volume of callers per day.
  • Supported office staff and operational requirements with administrative tasks.

Education

Medical Billing and Coding -

Remington College
Garland, TX
12.2011

GED -

North Texas Job Corps
Mckinney, TX
04.1999

Skills

  • Medical customer care
  • Medical Billing
  • Patient Inquiry Handling
  • Insurance Verification
  • Prior Authorization

Software System Expertise

Epic, Cerner, Athenahealth, Availity, Salesforce Health Cloud, Five9, ServiceNow, Medicare, Medicaid, Insurance Portals, Qualtrics, SurveyMonkey, Microsoft Excel, HIPAA,  Data Privacy Regulations, Workforce Management (WFM), KPI Reporting, IVR, Remote Desktop Support

Timeline

AP Customer Service

HCA HealthTrust
05.2024 - Current

Medical Customer Service

Versant Health
04.2023 - 04.2024

Member Service Rep

HealthEquity
10.2020 - 02.2023

Intake Coordinator

Webtpa
10.2019 - 10.2020

Medical Billing and Coding -

Remington College

GED -

North Texas Job Corps

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