Jessica Ashford

The Branch Product Support Representative Senor is responsible for taking in-bound calls, providing procedural support and resources to branch employees. Provide resources that allow branch employees to make recommendations on products and services that best accommodate the customers. Establish, develop, and maintain positive business relationships with internal partners. Collaborate and consult with peers and managers to resolve issues and achieve goals. Also exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements.

• Assists customers with telephone inquiries to provide solutions to their banking needs.
• Assists customers with routine account-related requests; researches and resolves account service inquiries/issues; and responds to client inquiries promptly, effectively, and professionally.
• Assists with efforts to identify and implement a positive overall customer experience.
• Contributes towards fostering teamwork within the department.
• Performs other duties as assigned by management.
• Also assist other BPSR's for second level verifications and general guidance.
• Executed product solution demonstrations with internal and external users during new releases and troubleshooting calls.
• Researched and identified solutions to technical problems.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Managed and prioritized multiple projects simultaneously, worked independently and drove results.
• Cross-trained existing employees to maximize team agility and performance.
• Maximized performance by monitoring daily activities and mentoring team members.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

The Business Office Associate is responsible for providing exceptional customer service in a fast paced, team-oriented environment through the facilitation of the sales, auction, and appraisal process. These processes include responsibility for cash management, processing and auditing of paperwork associated with sales, and providing exceptional customer service by answering questions and handling incoming calls.

• Manage cash including collecting and counting money, distributing funds, preparing deposits and handling of safe with security.
• Provide customer service by answering questions and explaining paperwork process.
• Process paperwork with retail sales including printing daily reports, maintaining deal jackets, contacting finance companies regarding contracts, obtaining information registration, titling and auditing completed paperwork
• Process paperwork affiliated with the State DMV.
• Process paperwork associated with an appraisal purchase including title collection calls and follow up, obtaining proper paperwork and signatures from customers and sending appropriate paperwork to Corporate for funding or drafts.
• Answer multi-line phone system; respond to caller's needs and direct calls as appropriate.
• Clerical responsibilities such as filing, assisting with job fair paperwork collection, distributing mail, reconciliation of missing dealer plates and data entry.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Responded to inquiries from callers seeking information.
• Developed knowledge of company products and services to make suggestions according to customer needs.
• Reviewed invoices, payment requests, advance requests, expense reimbursements, and proper coding, prior to approval.
• Screened visitors and issued badges to maintain safety and security.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Educated staff on organizational mission and goals to help employees achieve success.
• Generated reports detailing findings and recommendations.
• Developed and updated tracking spreadsheets for process monitoring and reporting.

Patient Access Specialists provides advanced services to patients, providers and caregivers. Services include billing and coding support, claims assistance, tracking and submission, prior authorization assistance and tracking, coordination of benefits, advanced alternate coverage research and reporting adverse events as directed.

• Billing and coding support.
• Claims assistance, tracking and submission.
• Prior authorization assistance and tracking.
• Coordination of benefits via physician offices.
• Benefit verification result calls.
• Welcome calls.
• Advanced alternate coverage research.
• Appeals/Denials.
• Intakes and reports adverse events as directed.
• Verifying patient insurance benefit information.
• Researching and processing insurance claims, including resolving any claim denials or underpayment of claims.
• Establishing self as regional expert on payer trends and reporting any reimbursement trends/delays (such as: billing denials, claim denials, pricing errors, payments, etc.)
• Works on problems of moderate scope where analysis of data requires a review of a variety of factors.
• Performing related duties as assigned, which could include well defined services generally performed by other program representatives (e.g., benefit verifications, Patient Assistance Program determinations).
• Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
• Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
• Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
• Performed patient pre-admission, admission, transfer and discharge activities.
• Resolved patient billing issues in line with established guidelines.
• Trained new staff on filing, phone etiquette and other office duties.
• Engaged with patients to provide critical information.
• Helped address client complaints through timely corrective actions and appropriate referrals.
• Resolved customer complaints using established follow-up procedures.

A Patient Access Representative II is responsible for duties in support of departmental efficiencies which may include: but not limited to performing scheduling, registration, patient pre-admission and admission, reception and discharge functions. Must obtain complete and accurate patient demographic information. Patient Access representatives also must employ proper, compliant patient liability collection techniques before, during & after date of service.

• Scan Protected Health Information, create and file patient information packets/folders for upcoming Hospital services.
• May also assist with scheduling diagnostic procedures.
• Provide patients about patient financial liabilities, employs proper, compliant patient liability collection techniques before, during & after date of service, performs Hospital cash reconciliation & secured payment entry in adherence to financial & cash control policies & procedures
• Verify insurance, benefits, coverage & eligibility, completes assigned registration financial clearance work lists activities, obtains insurance authorizations for scheduled & unscheduled Hospital services, and secures inpatient visit notification to payors
• May also assist with scheduling and coordinating post discharge care for patients
• And perform phone calls to payors and/or doctor office to receive correct billing diagnosis and authorizations.
• Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
• Stayed calm under pressure to and successfully dealt with difficult situations.
• Providing excellent customer service by promptly answering patient inquiries.
• Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
• Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
• Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
• Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
• Trained new staff on hospital processes and procedures.
• Verified patient insurance eligibility and entered patient information into system.
• Greeted and assisted patients with check-in procedures.
• Provided excellent customer service to patients and medical staff.
• Processed payments using cash and credit cards, maintaining accurate records of transactions.

The skills and responsibilities of the Pharmacy Technician and is focused on supporting the Pharmacists while being a role model, mentor, and guide to the Pharmacy Technician team. This position provides an opportunity, in a leading retail pharmacy setting, to excel in a complex, high-impact, patient-focused role and to positively impact the lives of others.

• Aid in filling, processing, and dispensing medications.
• Re-package and label medications.
• Adhere to safety practices to ensure quality care for patients.
• Help maintain the drug inventory through inventory control practices.
• Provide customer service by answering phone calls in a prompt and courteous manner.
• Set up automatic refills and/or medicine scheduling for patients.
• Triage requests and prioritize them.
• Check for expiration dates on medications on a regular basis.
• Stocked, labeled, and inventoried medication to keep accurate records.
• Counted and labeled prescriptions with correct item and quantity.
• Entered and processed patients' prescriptions into internal system.
• Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
• Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
• Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
• Counted, measured and compounded medications following standard procedures.
• Resolved third-party billing, computer system and customer service issues.
• Welcomed customers to pharmacy and answered questions relating to prescriptions and over-the-counter products.