Summary
Overview
Work History
Education
Skills
References
Why Hire Me
Timeline
Generic

Ashley Osborne

Rockville,MD

Summary

Dynamic Document Support Specialist with proven expertise at Hendall Inc. in provider enrollment and compliance. Skilled in claims resolution and customer service, I excel in problem-solving and attention to detail, ensuring accurate processing and adherence to regulations. Committed to enhancing operational efficiency and delivering exceptional support in remote environments.

Overview

16
16
years of professional experience

Work History

Document Support Specialist (Remote)

Hendall Inc.
07.2019 - 01.2025
  • Managed provider enrollment documentation for compliance with CMS and Section 508 regulations
  • Performed quality assurance and compliance reviews, ensuring accurate processing of provider applications
  • Provided Tier 2 customer service support via phone and email, assisting providers with credentialing and enrollment inquiries
  • Maintained and updated tracking systems for enrollment statuses and provider credentialing timelines
  • Conducted claims reviews and corrections, ensuring compliance with government payer requirements
  • Converted documents for specific personnel or project needs.

Case Manager (Remote)

CareMetx
12.2017 - 07.2019
  • Processed provider and patient enrollment applications, verifying Medicaid and commercial insurance eligibility
  • Communicated with healthcare providers to ensure timely credentialing and reimbursement processing
  • Conducted outbound follow-ups with clinicians and insurance carriers to resolve credentialing discrepancies
  • Ensured HIPAA compliance when handling patient and provider data

Program Assistant Specialist (Remote)

Covance Inc.
07.2015 - 12.2017
  • Managed large-scale provider enrollment applications, working with Medicaid and commercial insurance platforms
  • Trained new employees on credentialing procedures and compliance standards
  • Reviewed and processed claims, medical records, and overpayment resolutions
  • Assessed current call center systems and identified opportunities for automation or optimization initiatives.
  • Tracked call center performance metrics such as average handle time, abandonment rate.
  • Verified accuracy of all data input into CRM system prior to submission.
  • Provided timely, courteous, and knowledgeable responses to information requests.
  • Documented outbound calling processes and equipped callers with quick-reference job aids to enable recall of less common processes.

Customer Service Representative (Call Center)

TruGreen Lawn Care
10.2014 - 06.2015
  • Handled high-volume inbound and outbound calls, assisting with billing, claims, and account updates
  • Resolved customer inquiries and payment discrepancies while maintaining high satisfaction rates
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Conducted regular follow-up calls with customers after resolving their issues.

Administrative Clerk / Assistant Manager

Vision Works
06.2013 - 09.2014
  • Verified insurance coverage, processed claims, and ensured accurate billing for eye care services
  • Assisted with HIPAA compliance documentation and scheduling support
  • Developed organizational filing systems for confidential customer records and reports.
  • Processed employee payrolls according to established guidelines.
  • Used Point of Sale register system to complete transactions.
  • Boosted customer satisfaction with proactive initiatives focused on improved engagement and service resolutions.
  • Identified appropriate solutions to minimize issues and quickly solve problems.
  • Delegated work to staff, setting priorities and goals.
  • Mentored newly hired staff in upselling techniques to improve sales.
  • Dealt with customer complaints and rectified product and service issues.

Lead Administrative Assistant

Brother's Trucking & Towing Services
01.2009 - 04.2013
  • Provided remote administrative support, including scheduling, data entry, and document processing
  • Managed customer inquiries and ensured smooth operations
  • Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.
  • Kept office equipment functional and supplies well-stocked to promote efficient operations.
  • Coordinated travel arrangements including flights, hotels, car rentals.
  • Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.

Education

Bachelor of Science - Cybersecurity

University of Phoenix
Phoenix, AZ
03.2028

High School Diploma -

Gaithersburg High School
Gaithersburg, MD
06.2008

Skills

  • Claims Resolution & Billing Compliance
  • Medical billing and insurance verification
  • Overpayment Identification and Correction
  • Government and commercial payer regulations
  • Data Entry and Claims Auditing
  • Provider Enrollment and Credentialing
  • Call Center and Customer Service
  • Problem-solving and attention to detail
  • HIPAA and Data Security Compliance
  • Microsoft Office and Google Suite
  • Salesforce
  • Time Management
  • Remote Work Efficiency

References

Available upon request.

Why Hire Me

  • Billing & Claims Processing Expertise – Proven ability to correct and rebill claims, process overpayments, and resolve discrepancies in compliance with government payer regulations.
  • Audit & Compliance Knowledge – Extensive experience with Medicare, Medicaid, and commercial payer policies to ensure accurate claims resolution.
  • Remote Work Efficiency – Thrives in fast-paced, high-volume environments, delivering timely and accurate work with minimal supervision.

Timeline

Document Support Specialist (Remote)

Hendall Inc.
07.2019 - 01.2025

Case Manager (Remote)

CareMetx
12.2017 - 07.2019

Program Assistant Specialist (Remote)

Covance Inc.
07.2015 - 12.2017

Customer Service Representative (Call Center)

TruGreen Lawn Care
10.2014 - 06.2015

Administrative Clerk / Assistant Manager

Vision Works
06.2013 - 09.2014

Lead Administrative Assistant

Brother's Trucking & Towing Services
01.2009 - 04.2013

Bachelor of Science - Cybersecurity

University of Phoenix

High School Diploma -

Gaithersburg High School

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