Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

ASHLEY MIDDLETON

Senior Service Account Manager
Fayetteville

Summary

Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Service Escalation Account Manager

Optum Services, Inc
08.2021 - Current
  • Take on the burdens of the top 10 percent of the FedEx client employees and their families dealing with chronic illnesses and complex claims.
  • Responsible for providing first time call resolution, as well as opening and closing cases to resolve complex claims issues, prior authorization requests and more in a timely fashion.
  • Provide examples of escalated call resolutions to leaderships that display the effectiveness of Optum Advocacy Product-Enhanced Family Support for Client FedEx.
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.

Data Entry Assistant

Atlanta Center for Medical Research
11.2020 - 08.2021
  • Provide direct support in organization in completion of data entry, query resolution and related tasks.
  • Observe strict adherence to ICH, GCP, protocol, in addition to ACMR practices, policies and additional guidelines
  • Perform timely and accurate completion of electronic data entry for data points obtain and documented by Clinical Operations Dept
  • Communicate and escalate discrepant data points, missing data and all necessary updates to research coordinators and assistants.
  • Fluent in Medidata and Oracle electronic data capture systems

Customer Service Rep Supervisor

Gwinnett County Health Dept
01.2019 - 10.2020
  • Supervised activities and performance of clerical staff of 8 training, work assignments and performance evaluations.
  • Responsible for completing daily and monthly fee report, daily insurance reports and monthly COCASA report
  • Performed Presumptive Pregnancy Medicaid and Women's Health Medicaid enrollment and eligibility.
  • Created new intake processes to manage high volume patient admission while decreasing low time intervals

Customer Service Rep 1

Gwinnett County Health Dept
03.2017 - 01.2019
  • Entered collected data in Health Department M&M management information systems
  • Analyzed and determined eligibility for Immunizations, Family Planning, BCCP, and STD program services
  • Interacted with multiple computer software systems and websites to receive and enter health insurance eligibility
  • Achieved error percentage of 4 percent over 12-month time span

Administrative Support

Gwinnett County Health Department
09.2016 - 03.2017
  • Performed clerical tasks for WIC Program including computer skills, screening for eligibility and data transfer.
  • Maintained all necessary data and ensured compliance to all Federal, State and local regulations.
  • Established customer service by greeting all clients at front desk while managing all phone calls, and scheduling WIC appointments.
  • Coordinated with Immunizations Department as well as assisted development and execution of activities.

Education

Bachelor of Science - Medical Social Work

Capella University
Minneapolis, MN
05.2001 -

Skills

  • Medical Claims Review
  • Office Administration
  • Proficiency in medical management systems
  • Benefits and Eligibility
  • Patient care and confidentiality
  • Customer service
  • Client relationship management

    Teamwork and collaboration

    Account management

Certification

Good Clinical Practices Training - 2020

Timeline

Service Escalation Account Manager

Optum Services, Inc
08.2021 - Current

Data Entry Assistant

Atlanta Center for Medical Research
11.2020 - 08.2021

Customer Service Rep Supervisor

Gwinnett County Health Dept
01.2019 - 10.2020

Customer Service Rep 1

Gwinnett County Health Dept
03.2017 - 01.2019

Administrative Support

Gwinnett County Health Department
09.2016 - 03.2017

Bachelor of Science - Medical Social Work

Capella University
05.2001 -
ASHLEY MIDDLETONSenior Service Account Manager