Ashly Ruelas

• Serve as knowledgeable contact for internal departments.
• Communicate with other teams and employers through case management to resolve account discrepancies.
• Responsible for solving cases and resolving tier 3 escalations with solution driven skills.
• Create, update and maintain participant plans and balances.
• Update and maintain employer account balances.
• Create, update and maintain employer plans and closings.
• Encourage and promote ideas that align to business needs and benefits.
• Develop and update tracking spreadsheets using Excel or Google.
• Track and analyze reports to determine needed improvements.
• Maintain database systems to track and analyze operational data.
• Participate in operations team meetings to coordinate and assign project management tasks.
• Create and maintain well-organized electronic and hard copy files to support business processes.
• Conduct regular quality reviews of business data and processes to identify discrepancies and formulate solutions.
• Optimize customer support experience by delivering superior services and effectively troubleshooting issues.
• Prevent and minimize processing errors by analyzing trends and implementing feedback from managers.
• Devise and implement processes and procedures to streamline operations.
• Develop and update tracking spreadsheets for process monitoring and reporting.
• Collaborate with operations team to provide excellent customer support and foster positive work environment.
• Develop effective improvement plans in alignment with goals and specifications.
• Collect, arrange, and input information into database system.
• Resolve customer concerns efficiently to promote satisfaction and loyalty.
• Conduct research to assist with routine tasks and special projects.
• Create and update records and files to maintain document compliance.

Gap in employment due to husbands active duty military duties. We were ordered to move to Quantico, VA during COVID.

• Calendar management; Maintained team of 50+ Certified nursing assistants appointment schedules in Homecare Homebase and calendars in outlook. Also, addressed conflicts with adequate time for preparation, follow-up and planning.
• As team assistant; provided administrative support to HOV Resource Team Leader such as, maintaining and optimizing Team Leader's calendar and scheduled meetings, preparing meeting notes and taking notes of any discussions during.
• Scheduled weekly meetings, booked meeting rooms and prepared meeting agendas for department of resource team and CNA scheduling team.
• Investigated and resolved production issues.
• Managed office bookkeeping with insurance billing and patient payments for our out-of-pocket private pay patients.
• Collaborated with engineering teams to improve production efficiency.
• Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
• Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Initiated phone calls; handled incoming and outgoing phone calls on behalf of Team leader, Nurses and Certified Nursing Assistants.
• Resolved patients concerns efficiently to promote customer support satisfaction and loyalty.
• Created and updated records and files to maintain document compliance.
• Managed multiple incoming email correspondence to enhance employee performance and reduce time spent on processing and responding.
• Assisted coworkers and staff members with special tasks on daily basis.
• Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
• Completed forms, reports, logs and records to quickly handle all documentation for human resources.
• Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
• Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
• Managed filing system, entered data and completed other clerical tasks.
• Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.

• Assisted with processing patient admissions, transfers and discharges.
• Ability to multitask with ease and prioritize work as needed.
• Provided concierge service to assist patients and families and direct them to available resources.
• Answered telephone calls to offer office information, answer questions, and direct calls to staff.
• Scheduled surgeries, managed pre-certifications and verified insurance coverage.
• Excellent interpersonal communication; communicated with patients, ensuring that medical information was kept private.
• Entered work orders into computer system for appropriate departments regarding maintenance issues and biomed needs.
• Responded to patient call lights to expedite appropriate follow-through.
• Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
• Assembled and maintained patient medical records and other documents related to patient care.

• Calendar Management; Performed patient scheduling and registration functions to serve as initial contact point for medical office visits. (In emergency room and radiology department).
• Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
• Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
• Assisted with processing patient admissions, transfers and discharges.
• Ability to multitask with ease and prioritize work as needed.
• Initiated and answered telephone calls to offer office information, answer questions, and direct calls to staff.
• Excellent interpersonal communication; communicated with patients, ensuring that medical information was kept private.
• Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
• Assembled and maintained patient medical records and other documents related to patient care.
• Ability to work independently and remained calmly under pressure in the emergency room environment.
• Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
• Applied administrative knowledge and courtesy to explain procedures and services to patients.
• Providing excellent customer service support by promptly answering patient inquiries.
• Worked with patients to ascertain issues and make referrals to appropriate specialists.
• Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
• Processed payments using cash and credit cards, maintaining accurate records of transactions.
• Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
• Followed document protocols to safeguard confidentiality of patient records.

• Scheduled patient appointments for busy chiropractic practice. Managed calendars for Chiropractor and 4 Massage Therapists.
• Managed office bookkeeping with insurance billing and patient payments.
• Contacted insurance carriers to determine patients' coverage and sent invoices for services rendered.
• Coordinated patient scheduling, check-in, check-out and payments for billing.
• Promoted office efficiency, coordinating charts, completing insurance forms, and helping patients with diverse needs.
• Assisted chiropractor during patient exams to implement treatment plans quickly.
• Offered excellent time management skills with prioritizing task needs in my role.
• Learned and followed laws and HIPAA guidelines to keep office compliant with industry regulations.
• Liaised with patients and addressed inquiries, appointment requests and billing questions.
• Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
• Input patient data into computer system using Chirotouch and checked information for accuracy.
• Assisted with marketing by distributing materials to area medical offices and reaching out to potential patients.
• Performed administrative tasks by maintaining inventory, ordering supplies and scheduling staff meetings.
• Initiated and answered phone calls to respond to customer questions, provide information and schedule appointments.
• Provided prompt, polite and professional in-person and telephone customer service support. Proving excellent interpersonal communication to patient and staff.

• Supported office staff and operational requirements with administrative tasks.
• Initiated/answered phone calls and messages for 8 ER board certified doctors in a urgent care medical facility, scheduling appointments, and handling patient inquiries.
• Coordinated patient scheduling, check-in, check-out and payments for billing.
• Worked with patients to schedule tests and procedures.
• Completed administrative patient intakes with case histories, insurance information and mandated forms all while remaining highly organized.
• Completed patient referrals to other medical specialists.
• Registered and verified patient records before triage with most up-to-date information.
• Managed and scheduled approximately 1000 patients per week in a fast paced urgent care environment while maintaining the ability to work independently and under pressure.
• Screened patients for financial assistance and aided in preparing required funding documents.
• Responded to patient queries and concerns concerning insurance coverages and deductibles.
• Provided support and guidance to patients and families to navigate healthcare systems.
• Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
• Maintained confidentiality of patient data and condition to safeguard health information.