Ashley Houck Email & Phone Number

• Assist in the monitoring of workload levels and distributions and advise management any escalation needs• Monitor service levels and resolve any workload backups ensuring that all department goals are reached • Ensure New Claim Reports are completed daily • Monitor the Customer Solution Center (CSC) Queue and ensure all claims are completed daily before end of shift • Handle more complex claim inquiries or issues by using follow-up tools to research or forward to other… Show more • Assist in the monitoring of workload levels and distributions and advise management any escalation needs• Monitor service levels and resolve any workload backups ensuring that all department goals are reached • Ensure New Claim Reports are completed daily • Monitor the Customer Solution Center (CSC) Queue and ensure all claims are completed daily before end of shift • Handle more complex claim inquiries or issues by using follow-up tools to research or forward to other departments for resolution• Facilitate training to new hires on First Notice of Loss (FNOL) documents, new policies, procedures & claim processes• Work with Process Technology Innovation System (PTIS) team in managing bots to ensure service level are met• Handle purging of New Loss and Claims Document Box email weekly• Work distribution of Lightning Reports, Reassignment Letters and other work relevant for business needs Show less

• Educated and assisted callers on submitting new claims or issues regarding claims processing and/or claims status• Responded professionally to external/internal calls while maintaining corporate and departmental standards • Assisted with retention of the consumers that play a major role in operations• Created and forwarded member and provider correspondence in written or email format responding to inquiries• Conducted keen research to assist members with resolving issues… Show more • Educated and assisted callers on submitting new claims or issues regarding claims processing and/or claims status• Responded professionally to external/internal calls while maintaining corporate and departmental standards • Assisted with retention of the consumers that play a major role in operations• Created and forwarded member and provider correspondence in written or email format responding to inquiries• Conducted keen research to assist members with resolving issues involving escalated claim inquiries• Data entry of First Notice of Loss information into Guidewire Claim Center • Ensured Claim Reassignment Letters are sent to Insured• Responsible for achieving service level, production and quality requirements daily• Cross trained assigned employees on the Policy Services Tegg System and the renewal claims process Show less

Greater Philadelphia Area

• Planned, developed, and coordinated testing program policies, procedures and schedules, and ensures adequate staffing for the administration of examinations • Greeted Examinees and verified proper state identification• Administered the center's computer testing pod, to include installation, maintenance, troubleshooting, and enhancement of computer/network hardware and software • Communicated with internal/external departments to investigate and fix technical issues… Show more • Planned, developed, and coordinated testing program policies, procedures and schedules, and ensures adequate staffing for the administration of examinations • Greeted Examinees and verified proper state identification• Administered the center's computer testing pod, to include installation, maintenance, troubleshooting, and enhancement of computer/network hardware and software • Communicated with internal/external departments to investigate and fix technical issues • Supervised and monitored administration of tests by proctors; ensured that test instructions are accurate and that appropriate testing environments are maintained• Ensured that test results were fairly and accurately scored utilizing automated or manual processes; configured and operated test scoring scanners, and set up and maintained computerized test score tracking systems and data bases• Provided routine direction, information, and advisement to students and prospective students in regards to testing policies, procedures, and outcomes• Ensured that all test administration is carried out in compliance with relevant university and higher education policies, regulations, guidelines, and standards• Ensured confidentiality of test results and recommendations; maintained security of testing materials• Performed miscellaneous job-related duties as assigned Show less