Customer Service High School

*********@*****.*** Ext: 404-***-****

Ashley Mack

Skills:

Scrum Agile Method

TCP/IP Protocols

HTML5

CSS3

SQL

Java/Javascript

Computer Proficiencies:

Epic Tapestry, IRCS, MACESS,

MS Word, MS Excel, MS Access, MS Visio, MS Project, MS Expressions

Work History

On-boarding Specialist/Membership and Claims Support, 06/2008 to Current Kaiser Permanente –

Atlanta, GA

• Manage multiple outbound campaign projects to ensure Kaiser Permanente's consistency to

retain members by capturing member's responses and reporting that information to get net

promoter score

• Create Excel reports that show current status and historical data based on the filtered

criteria for outreach calls

• Responsible for understanding, updating and researching the Epic system user manual as it

relates to department functions and providing interpretation and recommendations.

• Interprets and compares information to ensure accuracy between group control form or

other source information and assigned system. Validates benefit and group demographic

data in assigned system and resolves data integrity issues.

• As an end user, provided expertise and customer service support to members, customers,

and/ or providers within Epic Tapestry application.

• Provide claims status for office and outpatient services using Epic System

• Verify provider network and contract status via Epic system

• Obtain and maintaining in-depth knowledge of the software functionality, and acquiring

knowledge of the clinical workflows to be implemented on the system. Communicate with

leadership on changes and/or improvements that can be made

• Maintains benefits and benefit plans for all lines of business in assigned system for

outbound projects

• Knowledge of health care operations and structure, general requirements in an integrated

delivery system

• Works within a team environment, and across interdisciplinary workgroups, to accomplish

the goals as a team

Member Service Representative, 06/2006 to 05/2008 Peach State Health Plan – Atlanta, GA

• Assisted in training for new or updated workflows

• Provide claim status for physicians and members with questions and concerns

• Demonstrated analytic and problem solving skills

• Process primary care physician changes and id card requests

• Filing grievances and concerns using macess application

IT Help Desk Analyst, 01/2004 to 04/2006 Scientific Games – Atlanta, GA

• Acquired and maintained expertise on software product set and its operating platforms

• Gather complete information from clients, document steps taken, research for known

solutions

• Troubleshoot and isolate causes and take restorative actions while minimizing disruption to

client's business operation

• Self-directed, able to prioritize and effectively handle many incidents at a time

• Maintain system documentation to enable ongoing support of the system

Education

High School Diploma: General Studies, 2002

Herschel V Jenkins High School - Savannah, GA

Associate of Science: Computer Science, 2012-Transferred to BS program

Georgia Perimeter College - Clarkston, GA

Bachelor of Science: Information Technology-System Development/Web Applications, Current

Capella University – 5/2012-3/2015

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