Ashley Osborne

• Collaborated with other departments to resolve issues regarding incorrect data entries.
• Organized and filed data in appropriate locations for easy access to essential information.
• Performed quality assurance checks on project deliverables.
• Evaluated program effectiveness through quality assurance activities.
• Remediates non-Section 508 compliant aspects of documents and deliverables
• Drafts responses to complex e-mail inquiries and obtains approval from both the contractor team and the CMMI staff
• Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
• Assisted in the coordination of meetings between senior officials by preparing agendas, scheduling appointments, and taking notes during sessions.
• Provided technical advice and assistance in the development of policies and programs related to assigned areas of responsibility.

• Performed outbound calls to follow up on customer inquiries.
• Walked customers through common phone hardware and software configurations to maximize service functionality.
• Monitored inbound calls, emails, chat messages, and other channels for incoming customer requests.
• Took many inbound calls per day, attentively listening to customers' questions and concerns and increasing customer base.
• Performed administrative tasks including filing documents, data entry.
• Completed data entry tasks accurately to update databases.
• Utilized medical terminology when communicating with healthcare team members.
• ·Assist with enrollments through phone, portal and mailed applications
• Monitored compliance with HIPAA regulations regarding patient privacy rights.
• Implemented unique methods and methodologies, which helped reduce, and resolve issues.
• Mitigated risks by leading and auditing international subsidiaries and operational processes.

Reviewed and verified claim information to ensure data accuracy and compliance with established policies.

• Facilitated communication between providers, pharmacists, and members concerning medication coverage issues or questions.
• Collaborated with other departments to resolve issues regarding incorrect data entries.
• Updated customer accounts as needed based on changes in contact information or other details.
• Researched complex issues using available resources to provide solutions quickly.
• Documented outbound calling processes and equipped callers with quick-reference job aids to enable recall of less common processes.

• Effectively multitasked within fast-paced environment.
• Updated customer information in the database accurately.
• Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
• Resolved customer complaints in a timely manner to ensure customer satisfaction.
• Assisted with filing, scanning, and data entry tasks.
• Processed cancellations and rescheduling requests promptly while maintaining accurate records of changes.

• Provided general clerical support such as filing, faxing, copying documents.
• Provided information to patients on available appointment times and clinic policies.
• Processed payments for co-pays at time of service according to established protocols.
• Examined claims, records and procedures to grant approval of coverage.
• Performed daily cash transactions such as deposits, withdrawals, transfers, ensuring accuracy of all records maintained in the general ledger system.

• Conducted research on new destinations and attractions for potential customers.
• Ensured accuracy of all data entry and documentation related to bookings.
• Created spreadsheets in Microsoft Excel for record-keeping and reporting.
• Drafted proposals outlining specific terms and conditions of proposed agreements.
• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
• Accompanied clients to appointments and arranged transportation.
• Demonstrated strong organizational skills when handling multiple tasks simultaneously.