Ashley Ackerman Email & Phone Number

Rochester, New York, United States

Answers incoming calls, handles incoming faxes and fields any inquiries as appropriate.Efficiently processes new orders intake.Schedules evaluations and equipment adjustments with referrals and clients.Uploads order files for ATPs (sends documents to ATPs for evaluations, confirms evaluations, checks in in the uploads after the evaluation).Requests, collects, and reviews order documents to include Functional Mobility Evaluation (FME), Letter of Medical Necessity (LMN), and chart notes.Keeps the team abreast with order processing status.Tracks equipment to ensure receiving before scheduled delivery.Coordinates with clients (once equipment is approved) delivery.Communicates with clients matters related to coverage, deductibles and any financial responsibility they might have.Conducts research of related equipment on vendor websites.Collects and process payments for out-of-pocket amounts.Reconciles deliveries and moves order to billing.Contacts clients for medical documents if the document collector is unable to obtain what is needed.Provides monthly delivery forecasts.Handles all physical mailouts such as no contact letters and copies of delivery paperwork to clients.Maintains doctors and therapists contact and any other related information.Performs other related duties as assigned.

Victor, New York, United States

Consult with eye doctors to design contact lens based on patient’s eyeglass prescriptions. Troubleshoot, over-refractions, rotation, and other fitting related issues to ensure the best visual acuity for their patients. Help facilitate training and quarterly presentations related to products, and consultation, to keep the team up to date on current trends in the contact lens and fitting. Mentor and provide guidance to newly trained individuals to the consultation department. Provide a professional, one-time resolution experience to internal and external customers. Handle product complaints, returns, and inquiries. Report any service or system errors to the appropriate departments in accordance with policy and regulations. Key orders timely and accurately. Process military and large fax orders. Update and notate key accounts in Salesforce when necessary.

Rochester, New York, United States

Receive inbound calls and work with customers to analyze and resolve software operation issues. Assist customers with data issues, report development and use, data entry, and other advanced system functions.Analyze customer software usage, efficiency, and develop opportunities for maximizing the same. Analyze customer network components/architecture and advise customer on methods to maximize system performance.Manage unresolved and open problem tickets to successful completion.Research, document, and communicate customer problems. Use appropriate information systems to enter status and flag unresolved items for follow up. Use WebEx sessions as needed.Work with colleagues to maintain appropriate records and reports.

Rochester, New York, United States

Receive customer inbound phone calls for service and assist customers with questions and concerns. Along with adding new lines of service, upgrading devices, upselling equipment and insurance for their new devices. Updated customer’s database as necessary to reflect accurate information.Helped customers trouble shoot their equipment when issues were occurring with their device. Used expert negotiation and problem-solving skills to resolve complex and non-routine customer concerns. Resolved customer service inquiries and concerns regarding products and services.Applied exceptional knowledge of all operating systems, online tools and troubleshooting on all calls that require technical assistance. Communicated complex and technical answers clearly and concisely, adjusting language to facilitate customer comprehension.

Business Administration And Management, General

Business Administration and Human Resources Management major

High School Diploma, General Studies