Ashley Cowart
Jacksonville,Florida
Summary
Member-focused healthcare operations professional with 4+ years of experience supporting Medicare members through inbound and outbound engagement, telesales, grievance resolution, and complex case coordination within Devoted Health. Proven ability to manage sensitive member concerns, de-escalate challenging situations, and deliver first-call resolution through proactive problem-solving and cross-functional collaboration. Skilled in case ownership, member advocacy, CMS-compliant communication, and balancing empathy with operational efficiency. Recognized for adaptability across multiple roles while consistently maintaining a high standard of member satisfaction and service excellence.
Overview
21
21
years of professional experience
Work History
Service Calling Outbound (SCOUT)
Devoted Health
01.2026 - Current
- Manage complex member cases requiring additional research, coordination, and follow-up when issues are not resolved during the initial member interaction.
- Take full ownership of member concerns by tracking case progress, coordinating with internal departments, and ensuring timely resolution.
- Support outbound member service campaigns while maintaining a strong focus on compliance, empathy, and efficiency.
- Analyze member interactions to identify underlying concerns and provide clear guidance that improves member understanding and satisfaction.
- Utilize proactive communication and problem-solving techniques to de-escalate member frustrations and deliver positive outcomes.
- Maintain accurate documentation and follow-through within case management systems to ensure regulatory and operational compliance.
- Demonstrated adaptability and consistency through evolving operational needs and workflow transitions.
Member Growth & Engagement Advisor
Snow Bird
12.2022 - 01.2026
- Supported inbound and outbound engagement campaigns for current and prospective Medicare members.
- Built strong rapport with members through active listening, empathy, and personalized guidance to encourage positive next steps.
- Educated members on Devoted Health plans, benefits, and healthcare navigation processes.
- Assisted prospective members with enrollment applications while ensuring compliance with Medicare requirements and enrollment guidelines.
- Maintained high-quality member interactions while adapting quickly to changing business needs and operational priorities.
- Helped improve member satisfaction by identifying informational gaps and clearly explaining complex healthcare processes.
Telesales Licensed Agent
09.2022 - 01.2026
- Assisted Medicare prospects through inbound and outbound telesales campaigns while maintaining compliance with CMS regulations.
- Assessed customer needs and provided tailored plan guidance to support informed healthcare decisions.
- Consistently exceeded sales quotas and productivity expectations through relationship-building and consultative communication.
- Conducted follow-up outreach to prospective members who requested additional information or support.
- Assisted members with enrollment applications and verified accuracy according to Medicare enrollment standards.
- Demonstrated strong de-escalation and problem-solving skills when assisting members experiencing plan alignment concerns and OEV-related issues.
Sales Development Specialist
10.2021 - 09.2022
- Conducted inbound and outbound prospecting efforts to introduce potential members to Devoted Health products and services.
- Assessed prospect eligibility and transferred qualified individuals to licensed agents for enrollment assistance.
- Supported organizational initiatives including Health Risk Assessment (HRA) completion outreach and E-Broker enrollment verification.
- Collaborated across departments to support member engagement and operational goals.
- Delivered high-quality customer interactions while maintaining professionalism and efficiency in a fast-paced environment.
Salon Owner
Ashley’s Chair
05.2005 - 09.2022
- Owned and operated a successful client-focused business for over 17 years.
- Managed scheduling, customer retention, sales generation, and day-to-day business operations.
- Developed client relationships through consultative service and personalized customer care.
- Built business through networking, referrals, and strong community engagement.
- Managed financial operations, appointment coordination, and customer communication.
- Developed goal-setting strategies to improve customer satisfaction and business growth.
Branch Manager
Regis Corporation
09.2005 - 01.2011
- Managed daily branch operations and supervised team performance.
- Conducted employee coaching, onboarding, and training to improve customer service and sales performance.
- Set employee development goals and monitored performance progress.
- Acted as liaison between staff and upper management to support operational success.
- Helped improve client satisfaction through leadership, communication, and team development.
Education
Associate in Arts Degree - undefined
Skills
- Grievance & Case Resolution
- CTM & Case Ownership
- Medicare Compliance
- Member Advocacy
- First Call Resolution
- Escalation Management
- Root Cause Analysis
- Inbound & Outbound Campaigns
- Member Retention & Engagement
- De-escalation Techniques
- Cross-Functional Collaboration
- CRM & Case Management Systems
- Process Adaptability
- Documentation & Follow-Up
- Sales & Enrollment Support
- HIPAA Compliance
- Microsoft Office Suite
- Excel & Database Management
- Microsoft Excel
- Database Management
- Medicare Enrollment Platforms
- Documentation & Reporting Systems
ADDITIONAL STRENGTHS
- Strong written and verbal communication
- High emotional intelligence and empathy
- Exceptional adaptability in changing environments
- Ability to manage multiple priorities simultaneously
- Strong organizational and follow-up skills
- Commitment to member satisfaction and positive outcomes
Timeline
Service Calling Outbound (SCOUT)
Devoted Health
01.2026 - Current
Member Growth & Engagement Advisor
Snow Bird
12.2022 - 01.2026
Telesales Licensed Agent
09.2022 - 01.2026
Sales Development Specialist
10.2021 - 09.2022
Branch Manager
Regis Corporation
09.2005 - 01.2011
Salon Owner
Ashley’s Chair
05.2005 - 09.2022