ASHLEE NELAMS
Spring
Summary
Detail-oriented Healthcare Administrative Professional with 8 years of experience in Medical Dispatch, Insurance Verification, and Patient Advocacy. Skilled in resolving complex inquiries while ensuring HIPAA compliance and maintaining service-oriented patient records management. Proficient in high-touch customer service and corporate logistics, supporting seamless operations in fast-paced environments.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Academy Sports + Outdoors
Houston
08.2026 - 12.2026
- Managed high-volume inbound/outbound digital communications in a 100% remote environment, maintaining a 100% customer satisfaction rating.
- Utilized advanced CRM software and internal databases to track orders and resolve complex account issues, ensuring accurate documentation of case notes.
- Demonstrated elite time management and self-discipline, meeting strict KPIs for call handling and resolution speed while working independently.
- Coordinated with cross-functional logistics teams via Slack and Microsoft Teams to troubleshoot shipping delays, enhancing communication and resolving inventory discrepancies.
- A leading sports and outdoors retailer with over 280 stores across the South and Midwest. This company provides a wide range of athletic equipment, apparel, and outdoor gear with a focus on customer service and operational efficiency.
Medical Transportation Dispatcher
Global Medical Response
Houston
02.2021 - 04.2025
- Managed emergency and non-emergency calls, providing professional pre-arrival instructions and high-touch support to callers in high-stress situations.
- Coordinated medical logistics by timely dispatch of drivers, prioritizing patient safety and comfort while ensuring smooth transitions of care.
- Utilized active listening and empathy to ensure patients felt supported while gathering critical health data and incident details.
- Gathered and verified pertinent information including caller names, addresses, nature of calls, and symptoms and relayed this data accurately to medical personnel.
- Executed systematic data entry into computer systems to accurately track incident locations, call times, and assistance requirements, ensuring zero errors.
- Applied conflict resolution skills to effectively manage scheduling and transportation discrepancies among patients, healthcare facilities, and drivers.
- One of the nation's largest providers of medical transportation for non-emergency services through brands like Access2Care and AMR. GMR focuses on delivering reliable patient transport and healthcare logistics to millions of people every year.
Security Officer
First Response Security
Houston
12.2018 - 09.2020
- Monitored site premises with attention to detail, identified safety hazards, and implemented corrective actions to enhance safety.
- Executed systematic patrols and compiled daily incident reports, ensuring accurate recordkeeping and maintaining site integrity.
- Served as primary point of contact for client interactions, resolving safety concerns through effective conflict resolution with empathy and authority.
- Strictly followed detailed operational checklists and safety guidelines, similar to HIPAA and regulatory standards in a medical setting. Executed protocol adherence and conflict resolution skills.
- A Texas-based private security firm providing professional on-site protection and surveillance solutions for residential and commercial properties throughout the Greater Houston area. The company specializes in customized security plans, 24/7 monitoring, and high-standard personnel training to ensure client safety and property integrity.
Benefits Specialist
Randstand
Houston
07.2018 - 10.2018
- Educated members on benefit plan options and eligibility requirements while ensuring 100% HIPAA compliance.
- Processed enrollment forms, life event changes, and terminations efficiently to maintain accurate employee benefit records.
- Delivered high-volume customer service in fast-paced call center, assisting employees with open enrollment and plan selection to ensure understanding and satisfaction.
- Utilized empathy and active listening to resolve complex insurance inquiries, enhancing member experience regarding medical, dental, and vision coverage.
- Ensured adherence to HIPAA regulations in daily operations.
- Monitored changes in relevant federal and state regulations, rules, and laws related to HIPAA compliance.
Shipping and Receiving Clerk
Signal Group
Houston
04.2016 - 05.2018
- Coordinated logistics for incoming shipments, optimizing warehouse space and ensuring timely product availability.
- Maintained inventory systems and verified purchase orders to support efficient procurement processes.
- Executed high-volume data entry and record-keeping to ensure accurate inventory tracking.
- Adhered to all safety standards while working with heavy machinery such as forklifts and pallet jacks.
Patient Representative II
General Dynamics Information Technology Inc
Houston
09.2014 - 04.2016
- Coordinated appointment scheduling, insurance verification, and paperwork completion to facilitate patient access to services.
- Verified insurance eligibility for services rendered to ensure accurate billing procedures.
- Entered patient information into electronic health record systems to maintain up-to-date and accurate medical records.
- Ensured HIPAA compliance by maintaining confidentiality of all patient information.
- Documented patient interactions and resolutions to ensure accurate tracking of inquiries and support provided.
- Reviewed patient records for accuracy and completeness of information in medical billing system.
- Entered patient demographics, insurance information, diagnosis codes, and other relevant data into the systems.
Education
Associate of Arts - Education
Lone Star College
Houston, TX05-2027
High School Diploma -
Houston Can Academy
Houston, TX06-2010
Skills
- Customer satisfaction
- Customer Relations
- Verbal communication
- Interpersonal communication
- Issue resolution
- Phone Etiquette
- Billing and Collection Procedures
- Claims Review
- Insurance Verification
- Prior Authorizations
- Data accuracy
- Call control
- Order Processing
- Scheduler
- HIPAA Compliance Certification
- Medical Transportation
- Error detection
Personal Information
Title: Patient Service Representative (Remote)
Timeline
Customer Service Representative
Academy Sports + Outdoors
08.2026 - 12.2026
Medical Transportation Dispatcher
Global Medical Response
02.2021 - 04.2025
Security Officer
First Response Security
12.2018 - 09.2020
Benefits Specialist
Randstand
07.2018 - 10.2018
Shipping and Receiving Clerk
Signal Group
04.2016 - 05.2018
Patient Representative II
General Dynamics Information Technology Inc
09.2014 - 04.2016
Associate of Arts - Education
Lone Star College
High School Diploma -
Houston Can Academy