Customer Service Delivery
Resume:
Ashley Tate
Washington, DC.
*************@*****.***
Education
2015
University of the District of Columbia, Washington, DC. – Bachelors’ Degree in Business Management
Analytically minded and dedicated professional with a proven track record in conducting thorough client interviews and navigating complex eligibility determinations. Proficient in leveraging diverse eligibility and service delivery systems to ensure accurate documentation and streamline processes. Adept at fostering collaboration within multidisciplinary teams while adhering to organizational standards and performance guidelines. Committed to providing exceptional customer service, identifying barriers, and resolving issues efficiently.
Skills
Client Interview Techniques Eligibility Determinations System Utilization Team Collaboration Analytical Thinking Customer Service Privacy Compliance Office Equipment Operations
Experience
NOVEMBER 2022 - OCTOBER 2023 (40HRS/WEEK)
Medstar Washington Hospital Center, Washington, DC. - Healthcare Services Coordinator
Conducts thorough interviews with patients and visitors, both in person and over the phone, to gather essential information and ensure accurate documentation for eligibility determinations.
Utilizes various systems, including electronic databases and paper records, to review case history, assess current eligibility status, and identify necessary actions to fulfill customer and departmental requirements effectively.
Typed letters, correspondence, memoranda, proposals, statistical and budget reports from dictation, rough drafts, and/or verbal instructions.
Arranged and edited manuscripts, articles, and abstracts for presentation and/or publication.
Demonstrated dedication to organizational and governmental standards by consistently adhering to attendance, performance guidelines, and protocols, ensuring seamless collaboration within multidisciplinary teams.
Provided exceptional customer service by actively listening to and addressing inquiries and concerns from clients and internal stakeholders, while proactively identifying and documenting barriers to streamline resolution processes and minimize delays.
Established and maintains a variety of files, records, logs, charts, etc. including departmental files.
Retrieves files, records, charts, and/or the information therein as necessary including personnel information.
Performed basic data collection and tabulation creating summaries and reports.
Arranged and distributed monthly on-call schedules to MD’s, Attendings, residents, and appropriate departments.
Recorded medical education activities of department personnel.
Prepared vouchers (meals, transportation, housing, utilities).
NOVEMBER 2021 - NOVEMBER 2022 (40HRS/WEEK)
Medstar Washington Hospital Center, Washington, DC. - Customer Client Services Coordinator
Collaborated seamlessly within interdisciplinary teams, developing standardized job aids and templates to execute tasks assigned by supervisors, ensuring consistency and efficiency in service delivery.
Maintained close supervision on the daily functions of the staff, ensuring productivity and checking the quality of the output.
Demonstrated adherence to established protocols, promptly addressing inquiries, concerns, and issues raised by both external customers and internal colleagues, while proactively escalating when necessary to ensure timely resolution.
Delivered top-notch customer service, attending to customer needs, empathizing with their situation, and documenting barriers, thereby enhancing customer satisfaction and minimizing handoffs or delays in issue resolution.
Applied organizational policies and procedures meticulously while processing applications and renewals, ensuring accuracy and compliance with regulatory requirements, and maintaining detailed case notes for future reference by authorized personnel.
Addressed patients concerned and questions to help ensure customer satisfaction.
Followed the company policies and procedures for processing potential duplicate patient medical records.
Complied with HIPPA- discreetly with sensitive, confidential information concerning professional and personal information about staff, patients, clients and hospital programs/operations.
AUGUST 2019 - JULY 2021 (40HRS/WEEK)
Community Counseling and Mentoring Services, Largo, MD. - Client Support Specialist
Upheld lobby temperature trends to enhance service quality and mitigate client dissatisfaction.
Employed data-driven call management techniques to efficiently handle incoming calls and outgoing to ensure effective resolution.
Utilized analytical insights to streamline client registration processes through Credible platform, fostering a welcoming and service-driven environment.
Responded to client questions and concerns appropriately and respectfully, and referred to a supervisor when necessary, through documents barriers in an expedient manner.
Collaborated with the back-office team to analyze client care workflows, identifying opportunities for optimization and ensuring timely service delivery.
Achieved agency data collection and reports to appropriate supervisor when required.
Used clerical skills (e.g. filing, organizing, faxing, etc.)
JANUARY 2019 - AUGUST 2019 (40HRS/WEEK) (Temporary Assignment Agency)
Schefkind EyeCare, Alexandria, VA. - Client Engagement Specialist
Managed patient appointments, including follow-ups, new patient visits, complete eye exams, and surgeries, ensuring accurate entry into the EMR system.
Proficiently inputted billing codes into SRS, facilitating seamless financial transactions and record-keeping.
Expertly pre-authorized procedures and adeptly collected co-pays, outstanding balances, and surgery costs, maintaining financial integrity.
Provided exceptional customer service by verifying insurance, greeting patients, determining visit reasons, and explaining vision exam benefits, fostering a positive patient experience.
Encouraged patients to complete intake forms online through website.
Explained any exam benefits.
Provided customer service.
SEPTEMBER 2018 - JANUARY 2019 (40HRS/WEEK) (Temporary Assignment Agency)
John F. Kennedy Center, Washington, DC. - Administrative Assistant
Performed comprehensive file reviews and audits utilizing SharePoint, ensuring accuracy and compliance with organizational standards.
Orchestrated the electronic receipt of employee evaluations, meticulously organizing and entering data into employee files to facilitate efficient record-keeping and evaluation tracking.
Supervised the maintenance of office equipment, including computers, copy machines, and fax machines, ensuring optimal functionality and addressing technical issues promptly to minimize disruptions.
Executed streamlined administrative processes, including inventory management, office supply ordering, and coordination of HR forms, fostering an organized and efficient work environment to support staff productivity and client service delivery.
JANUARY 2018 - SEPTEMBER 2018 (40HRS/WEEK) (Temporary Assignment Agency)
Integrated Dermatology, Washington, DC. - Medical Receptionist
Achieved patient check-in and check-out processes, ensuring accuracy in information acquisition.
Handled financial transactions including collecting co-pays, outstanding balances, and verifying insurance details.
Maintained meticulous patient records by accurately posting charges, payments, and updating demographic information.
Provided exceptional customer service by promptly addressing inquiries, scheduling appointments, and resolving billing issues, while adhering to HIPAA regulations.
JULY 2015 - DECEMBER 2017 (40HRS/WEEK)
Advanced Dialysis Center, Arlington, VA. - Administrative Assistant
Liaised effectively via phone, email, and fax with diverse stakeholders, including clients, vendors, employees, and senior management, ensuring clear and timely communication channels.
Provided meticulous oversight of daily staff operations to enhance productivity and uphold quality standards, fostering a high-performing work environment.
Executed accurate entry of patient demographic information into Clarity database, ensuring data integrity and compliance with organizational standards.
Spearheaded strategic planning, organization, and management of institutional activities, both internal and external, to optimize operational efficiency and achieve objectives effectively.
Oversee planning, organizing and managing of the various activities done within and outside the institution.
Coordinated with the management and the staff preparing reports.
Performed data entry duties.
Managed calendars and staff schedules; making travel and meeting arrangements.
Retrieved documents from filing system.
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