Ashley Ferguson
Bronx,NY
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Customer service professional with over a decade of experience in hospitality and healthcare, currently supporting operations at Montefiore Medical Group. Strong knowledge in scheduling, insurance verification, reporting, and compliance with healthcare regulations. Recognized for delivering high-quality patient experiences through collaboration, attention to detail, and compassionate care.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Clerk
Montefiore Medical Group
04.2024 - Current
- Facilitate scheduling, billing coordination, and compliance with regulatory protocols.
- Increased customer satisfaction through prompt responses to inquiries and effective problem resolution.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Increased overall practice revenue by diligently collecting 93%- 100% copayments and outstanding balances at the time of service.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Prioritized workload effectively managing multiple tasks at once maintaining focus under pressure while meeting deadlines consistently.
Patient Service Representative – Call Center Unit Lead
Montefiore Medical Group
01.2022 - 04.2024
- Led centralized phone unit handling over 75 patient inquiries, appointment scheduling, and medical document requests daily.
- Trained new hires and monitored team performance to ensure service excellence.
- Reduced call wait times and improved response quality through proactive supervision.
- Assisted in resolving patient complaints with professionalism and empathy.
Sales Manager
Hampton Inn & Suites
10.2016 - 06.2019
- Managed customer relations and coordinated daily front office operations.
- Trained staff in communication strategies and best practices.
- Oversaw event planning, client engagement, and local outreach to boost brand visibility.
- Directed sales strategies to enhance team performance and revenue.
- Coordinated with HBO Network during the filming of Divorce, securing and managing room blocks for cast and crew, resulting in over $80,000 in revenue within three days.
Education
Bachelor of Science -
Morgan State University
Baltimore, MD12.2024
Skills
- Office Operations & Workflow Management
- Staff Training
- Scheduling
- Database management
- Insurance Verification (EPIC, ePaces)
- Data Entry & Report Generation
- Cash Handling & Co-Pay Reconciliation
- HIPAA Compliance & Confidentiality
- Time Management & Prioritization
Certification
- HIPAA Privacy & Security Compliance
- OSHA COVID-19 Healthcare ETS
- Effective Communication & Anti-Racism
- Montefiore Interpreting Services
- Crisis Management & Active Shooter Preparedness
- Preventing Discrimination in Healthcare
- Scheduling & Time Prioritization
- Cybersecurity Awareness (Phishing)
- Running Effective Meetings
- Patient Confidentiality Agreement
Timeline
Senior Clerk
Montefiore Medical Group
04.2024 - Current
Patient Service Representative – Call Center Unit Lead
Montefiore Medical Group
01.2022 - 04.2024
Sales Manager
Hampton Inn & Suites
10.2016 - 06.2019
Bachelor of Science -
Morgan State University
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