Ashley Staggs Email & Phone Number

As a product solutions leader, I drive the discovery, design, development, and delivery of impactful, scalable solutions for healthcare provider practices, payers, and managed service organizations (MSOs). I collaborate closely with cross-functional teams and customers to evaluate product-related requests and translate them into actionable requirements. From concept to deployment, I manage the full lifecycle of solutions, ensuring alignment with client objectives and optimizing operational workflows. My responsibilities include improving administrative processes like appointment booking, insurance verification, and patient communications. Additionally, I oversee product support, continuously refining feedback mechanisms and streamlining inquiries to enhance our future offerings. I work with a technical team to deliver efficient, scalable solutions that empower our customers to achieve their goals.

I oversee complex client implementations for virtual front office and back office managed services lines of business. I take ownership of client relationships throughout the implementation phase and lead the onboarding and training of our Colombia-based service delivery teams. My role involves standing up teams of 5-40 professionals across multiple healthcare process areas, such as clinic contact centers, billing support teams and eligibility management. I guide both clients and service delivery teams through every stage of the transition lifecycle, which includes hiring, infrastructure setup, process design, documentation, training, and service migration. I’m responsible for developing detailed process documentation (including process flows and SOPs) and establishing performance metrics to measure the effectiveness of our teams post go-live. I ensure a smooth transition by facilitating internal training and work shadowing sessions, adapting to the varied learning styles of the team to ensure success in the stabilized operations phase.

Chesterfield, Missouri

Leadership• Coaches, mentors and supports direct reports. • Establishes development plans, identifies training needs, and completes performance reviews.• Builds relationships with team members by conducting one on ones, creating team building opportunities, and challenging them to exceed goals.• Delegates department workload and offers learning opportunities for employees to increase their skill sets and potential growth opportunities.• Designs training modules and facilitates team and department trainings. • Performs call quality audits and delivers results to improve team performance and patient experiences.Analytics & Program Management• Creates and executes reports, consisting of data extracted from multiple systems, to achieve operational metrics and identify areas of improvement.• Identifies trends and leads cost reduction initiatives to increase profitability. • Manages large projects and system enhancements to improve processes, communication with key stakeholders and improve patient care.• Tracks daily, monthly, quarterly and annual department data to evaluate performance and forecast future performance.• Monitors task efficiency and compiles data to create staffing forecast models. • Participates in business units to improve tools and resources necessary to provide optimal client and patient service. Client, Facility and Patient Relationships• Establishes and maintains account relationships with hospitals, pharmacies, infusion centers, and physician offices. • Works closely with clients, facilities, physician offices, and payers to resolve issues that could impact patient care.• Conducts meetings with client and client consultant to identify and improve processes, documentation, and training for the overall program. • Addresses client, patient, and facility escalations to prevent and resolve ongoing challenges.

Earth City, Missouri, United States

• Aligns Provider Enrollment procedures to improve and streamline enrollment processes. • Assists executive leadership team with determining department performance metrics.• Works closely with clients, vendors, and payers to resolve client issues.• Addresses upset clients and supervisor calls to improve client experience. • Mentors and coaches associates to identify growth opportunities by creating development plans, identifying training needs, and completing performance reviews.• Builds relationships with associates by conducting one on ones.• Works closely with leadership in other departments to identify trends and improve workflows between departments. • Identifies and implements department changes such as daily number records to increase quality and workforce management. • Maintains associate schedules and time off.• Creates efficiencies for Provider Enrollment and New Accounts such as online product help videos to decrease cost of training and increase client expertise. • Participates in business units to improve tools and resources necessary to provide optimal customer service. • Facilitates department meetings and coordinates department training. • Delegates department workload and maintains department SharePoint page.

Earth City, Missouri, United States

• Aligned New Accounts procedures to improve backlog visibility and streamline Implementation processes. • Worked closely with clients, vendors, and payers to resolve client issues.• Addressed upset clients and supervisor calls to improve client experience. • Mentored associates to identify growth opportunities by creating development plans, identifying training needs, and completing performance reviews.• Implemented and identified department changes such as webinars to increase quality and speed of implementation. • Created efficiencies for New Accounts such as online product help videos to decrease cost of training and increase client expertise. • Participated in business units to improve tools and resources necessary to provide optimal customer service. • Service Manager for Windows 7 Integration. • Nominated for Associate of the Quarter.

Earth City, Missouri, United States

• Managed implementation process for all new providers/practices (clients). • Collaborated with payers and vendors to solve client issues.• Built rapport and established relationships with new clients.• Tested and reviewed 837 ANSI medical claim files (ICD-10 codes, HCPCS codes, NPIs and all loops/segments for accuracy) for clients.• Researched payer rejections and denials to improve claims processing.• Identified process improvements to increase productivity and client satisfaction.

Earth City, Missouri, United States

• Answered frontline calls, emails and addressed escalated tasks in call center. • Collaborated with New Accounts, Enrollment, Training and Sales teams to resolve customer issues and achieve a high level of client satisfaction. • Mentored new team members.

Earth City, Missouri, United States

• Reviewed and completed payer medical claims and remit enrollment forms for providers using eClinicalWorks software. • Collaborated with payers to initiate remit payer connections for providers.

Earth City, Missouri, United States

• Trained new and existing clients on the web-based products offered by the company to increase client expertise, client satisfaction and potential to up-sell additional products. • Transitioned new clients to standard accounts, ensuring they successfully gained the appropriate knowledge to maintain low claim error rates.

Bachelor'S Degree, Healthcare Management

Associate'S Degree, Associate'S In The Arts