Summary
Overview
Work History
Education
Skills
Websites
Remote Ready
Timeline
Generic

Ashley Osborne

Rockville,MD

Summary

Dynamic Document Support Specialist at Hendall Inc. with expertise in patient enrollment and CRM systems. Proven ability to enhance communication clarity and compliance while fostering strong patient relationships. Skilled in Salesforce reporting and problem-solving, delivering impactful solutions in high-pressure environments. Committed to improving patient experiences through compassionate support and effective collaboration.

Overview

16
16
years of professional experience

Work History

Document Support Specialist

Hendall Inc.
07.2019 - Current
  • Streamlined patient-facing documentation for federal health programs, enhancing clarity and accessibility.
  • Acted as liaison between technical teams and public users, addressing Tier 2 CMS inquiries accurately.
  • Ensured compliance and efficiency in communications and document workflows via CRM systems.
  • Delivered accessibility training while supporting team quality assurance efforts across remote teams.
  • Created reports and dashboards in Salesforce to fulfill business requirements.
  • Performed troubleshooting on existing applications within theSalesforce platform to enhance functionality.
  • Processed large volumes of paperwork accurately under tight deadlines.
  • Managed projects from initiation through completion, ensuring adherence to quality standards.

Case Manager

CareMetx
12.2017 - 07.2019
  • Managed patient onboarding and medication enrollment, overseeing high call volume for inquiries.
  • Educated patients on program benefits, addressing coverage questions and scheduling follow-up care.
  • Maintained HIPAA compliance while updating EMR and CRM systems with precise data.
  • Developed strong rapport with patients to enhance engagement and facilitate case resolution.
  • Monitored client progress through consistent follow-up communications.
  • Collaborated with medical professionals to align treatment plans for clients.
  • Compiled and submitted reports on cases to supervisors as needed.
  • Ensured accurate case records and documentation per agency standards.

Program Assistant Specialist

Covance Inc.
07.2015 - 12.2017
  • Facilitated phone outreach to enhance pharmaceutical enrollment programs.
  • Coordinated virtual appointments, guiding patients throughout treatment journeys.
  • Triaged complaints and escalated issues to ensure timely resolutions.
  • Served as liaison between patients and healthcare providers.
  • Complied with all company policies regarding customer service standards.
  • Processed orders, forms, applications, and requests efficiently.
  • Managed challenging situations with professionalism and composure.
  • Developed solutions for recurring issues identified during support interactions.

Customer Service Representative

TruGreen Lawn Care
10.2014 - 06.2015
  • Managed high volumes of customer calls, addressing scheduling and program inquiries efficiently.
  • Demonstrated persuasive communication skills, effectively converting objections into sales opportunities.
  • Resolved complex issues through collaboration with various departments to enhance customer satisfaction.
  • Identified upselling opportunities based on a thorough assessment of customer needs.
  • Maintained detailed CRM notes while consistently meeting performance targets.
  • Promptly addressed and resolved customer complaints, ensuring efficient service delivery.
  • Exhibited professionalism in interactions with difficult customers, fostering positive relationships.
  • Executed administrative tasks, including filing documents, updating databases, and generating reports.

Administrative Clerk / Assistant Manager

Vision Works
Wheaton, USA
06.2013 - 09.2014
  • Verified insurance and maintained EMR compliance to ensure regulatory adherence.
  • Managed patient appointments, optimizing scheduling efficiency, and reducing wait times.
  • Supported front desk operations, training staff on customer service protocols.
  • Processed employee payroll according to established guidelines, ensuring timely disbursement.
  • Resolved customer complaints promptly to enhance patient satisfaction.
  • Assisted with the preparation of regularly scheduled reports for management review.
  • Performed data entry duties to keep client information updated in databases.
  • Ordered necessary supplies and equipment to maintain operational readiness.

Lead Administrative Assistant

Brother’s Trucking & Towing
Washington, USA
01.2009 - 04.2013
  • Coordinated scheduling, customer communications, and data entry for logistics operations.
  • Ensured high-quality client interactions across phone and in-person channels.
  • Provided administrative support to senior management staff as needed.
  • Scheduled and organized meetings, conferences, and teleconferences efficiently.
  • Maintained accurate databases for effective data entry and information retrieval.
  • Prepared expense reports for approval before reimbursement submission.
  • Handled confidential information discreetly with tact and professionalism.

Education

Bachelor of Science - Cybersecurity

University of Phoenix
Phoenix, AZ
12-2029

High School Diploma -

Gaithersburg High School
Gaithersburg, MD
06-2008

Skills

  • Patient enrollment and support
  • Outbound call experience (high volume)
  • HIPAA compliance and confidentiality
  • CRM/EMR platforms: Salesforce, GIACT, LexisNexis
  • Virtual communication (phone, chat, SMS)
  • Medical documentation and scheduling
  • Problem-solving and objection handling
  • Remote team collaboration
  • Strong written and verbal communication
  • Compassionate, relationship-driven approach

Remote Ready

True

Timeline

Document Support Specialist

Hendall Inc.
07.2019 - Current

Case Manager

CareMetx
12.2017 - 07.2019

Program Assistant Specialist

Covance Inc.
07.2015 - 12.2017

Customer Service Representative

TruGreen Lawn Care
10.2014 - 06.2015

Administrative Clerk / Assistant Manager

Vision Works
06.2013 - 09.2014

Lead Administrative Assistant

Brother’s Trucking & Towing
01.2009 - 04.2013

Bachelor of Science - Cybersecurity

University of Phoenix

High School Diploma -

Gaithersburg High School

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