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 -
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