Ashley Spence

• Documented appointment details accurately in the scheduling system, ensuring data integrity for commercial and residential customers
• Developed standard operating procedures for appointment scheduling, ensuring consistency across operations.
• Maintained confidentiality of sensitive client information while managing appointment records
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• Track progress, update schedules regularly, and compare actual progress against the baseline.
• Performed follow up calls to confirm scheduled appointments.
• Answered incoming calls from potential new patients and existing patient inquiries.

Create detailed project schedules, breaking down work into tasks, estimating durations, and identifying dependencies.

Liaise with project managers, subcontractors, suppliers, and field teams to align activities.

• Conducting site visits to verify job status.

• Coordinated patient appointment scheduling to optimize clinic workflow and reduce wait times.
• Managed patient registration processes, ensuring accurate data entry and compliance with policies.
• Facilitated insurance verification processes to confirm coverage and eligibility for services.
• Maintained accurate patient records in electronic medical records system to support quality care. (EPIC)
• Processed co-pays and payments efficiently at the time of service to ensure accurate financial records.

• Manage call center workforce operation to ensure employees delivered highest level of customer service to clients.
• Train and assist with the development of more than 150 new hires
• Effectively work independently with minimum supervision to increase team retention and individual metrics
• Responsible for monitoring the call queue; track inbound calls and forecasting to ensure adequate staffing levels are met.
• Perform one on one coaching to team members for improvements in job performance and explore new skill sets.
• Attend multiple training sessions to stay updated on new products. policies and procedures to meet client expectations,
• Provide leadership, motivation, recognition, and encouragement to positively impact overall team morale.
• Adapted communication styles to meet diverse customer needs and ensure clarity in service delivery.
• Supported team initiatives to improve response times and enhance service efficiency.

• Focused on customer retention by demonstrating empathy and patience during inbound calls
• Reviewed billing for accuracy while providing overview of itemized charges to customers.
• Maintained low handle times.
• Placed outbound phone calls to ensure issues were resolved on dispatched cases in a timely fashion
• Resolved customer inquiries by providing accurate information on product features
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.