Ashley Whitfield

Manage high-volume inbound and outbound calls, assisting patients with account inquiries, billing questions, and scheduling needs

• Deliver first-call resolution by researching account issues and providing accurate, timely solutions

• Verify insurance and demographic information to ensure proper billing and account accuracy

• Process prescription refill requests and coordinate communication between patients and providers

• Maintain detailed and accurate documentation within electronic systems

• Provide empathetic, professional customer service while handling sensitive and confidential information

Handled end-to-end customer support for billing, payments, and service-related issues in a high-volume call center environment

• Troubleshot and resolved complex customer concerns related to video, internet, and phone services

• Processed payments, scheduled service appointments, and updated customer accounts

• Demonstrated strong accountability by following up on customer issues to ensure full resolution

• Collaborated with leadership to improve troubleshooting processes and enhance customer experience

• Assisted field technicians with account setup and service authorization

• Resolved billing exceptions by researching accounts and contacting customers for additional information

• Verified and updated patient demographics and insurance details to ensure accurate billing

• Identified trends in billing issues and communicated findings to management to improve processes

• Maintained productivity and accuracy in a fast-paced, metrics-driven environment

• Handled inbound calls regarding account status, billing inquiries, and payment arrangements

• Assisted customers with service setup, account updates, and plan options

• Processed payments and provided solutions for account-related concerns

• Utilized internal systems to provide customers with resources and support

• Processed customer transactions efficiently using point-of-sale systems.
• Assisted customers with product inquiries and resolved issues promptly.
• Maintained cleanliness and organization of checkout area to enhance customer experience.
• Collaborated with team members to ensure smooth operation during peak hours.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.