Ashley Conn

• Facilitate workflows by supporting Federal Service Center teams with administrative care coordination, provider communication, and participant support across various healthcare programs.
• Provide non-clinical support in case management, utilization management, information and referral, and quality improvement processes.
• Troubleshoot challenges in service access, researching appropriate providers and ensuring participants are connected to the right level of care.
• Mentor and assist in training new Navigators, helping onboard new team members and share best practices.
• Serve as a key resource during internal transitions, including the recent implementation of Salesforce; contributed by identifying improvement areas and supporting peers during rollout.
• Coordinate operational functions such as data tracking, correspondence distribution, and other contract-based administrative requirements.
• Proactively participate in ongoing training and maintain up-to-date knowledge of evolving program requirements to ensure high-quality support to participants and providers.

• Led resolution efforts for high-priority member issues, coordinating across internal teams to ensure first-contact resolution and follow-up.
• Mentored new team members on navigating internal systems and delivering high-quality service aligned with KPIs.
• Took ownership of member escalations and managed end-to-end problem-solving, including claims, benefits, and provider coordination.
• Managed caseloads independently, requiring prioritization, task management, and real-time decision-making.
• Recognized for leadership and problem-solving in complex member cases and internal process improvements.

• Managed customer service cases requiring complex, multi-step resolution across departments.
• Coached members on using internal digital tools and healthcare systems - fostering long-term independence and reducing follow-up calls.
• Independently handled authorization processes and investigated claims requiring judgment calls, demonstrating decision-making ownership.

• Took lead in managing difficult member interactions and resolving complaints before escalation, protecting department performance metrics.
• Coordinated between billing departments, providers, and patients to streamline communication and reduce error-driven delays.
• Maintained performance benchmarks consistently while training new hires on best practices and system navigation.

• Coordinated patient care and scheduling across multiple clinics, acting as the central liaison between patients and care teams.
• Trained and supported new administrative staff during transition to MHS Genesis, contributing to a successful rollout.
• Managed logistics for patient transfers, appointments, and medical record updates - ensuring efficient care continuity.

• Directed communication and coordination with 50+ vendors for annual events and emergency support services - acting as lead liaison.
• Led collaborative GIS projects with 20+ electric cooperatives statewide; managed meetings, networking, and shared deliverables.
• Served as President of the Utility Coordinating Committee - organizing meetings, agendas, and communications among stakeholders.