Ashley Osborne
Rockville,MD
Summary
Proactive self-learner with a strong ability to thrive in high-volume, fast-paced environments. Experienced in administrative support and service coordination, consistently prioritizing customer satisfaction through effective issue resolution and clear communication. Skilled in adapting to diverse communication styles while maintaining professionalism and empathy.
Overview
17
17
years of professional experience
Work History
Document Support Specialist
Hendall Inc.
Rockville, MD
07.2019 - 08.2025
- Supports the CMS CMMI PCM Bundled Payments for Care Improvement Advanced (BPCI Advanced) Model Management and Technical Support Services (#4001)
- Performs document creation, quality assurance, and quality control reviews of documents and deliverables for Section 508 compliance.
- Remediates non-Section 508 compliant aspects of documents and deliverables.
- Formats MS Word documents, PowerPoint presentations, and Excel spreadsheets, and PDF documents in accordance with Section 508 specifications.
- Reviews documents and deliverables for proper formatting and structure, spelling, grammar, and consistency.
- Performs research ensure that the Hendall team stays up to date on the latest Section 508 requirements and updates.
- Presents continuing education for Section 508 associated topics to the Hendall team.
- Provides Tier 2 telephone and e-mail customer service support using a supplied helpdesk.
- Triages and documents incoming inquiries.
- Identifies the proper channel to resolve customer issues and follow up on resolutions.
- Drafts responses to complex e-mail inquiries and obtains approval from both the contractor team and the CMMI staff.
Case Manager
CareMetx
Bethesda, MD
12.2017 - 07.2019
- Adhere to professional standards as outlined by protocols, rules, and regulations.
- Follow strict guidelines in protecting patients' information according to HIPAA/PHI requirements by law.
- Assist with enrollments through phone, portal, and mailed applications.
- Answer inbound phone calls, providing customer reference member account information and updates.
- Complete outbound calls and follow-ups.
- Verify diagnosis and formulary information for callers.
Program Assistant Specialist
Covance Inc
Gaithersburg, MD
07.2015 - 12.2017
- Processed enrollment application through fax and mailing system.
- Assist and train new employees in office procedures and policies; Assist with the evaluation of new employees quarterly.
- Outbound follow ups to patients and healthcare physicians to obtain missing information.
- Process member shipment medication.
- Direct all inquiries to appropriate staff; Ensure that all emails and messages are answered in a timely fashion.
- Properly executed escalations and exception request by following directive guidelines.
- Reported Adverse Advents and Product Complaints to the pharmaceutical company.
- Researched more complex issues regarding delivery follow-up, order tracking.
Customer Service Representative
TruGreen Lawn Care
Gaithersburg, MD
10.2014 - 06.2015
- Efficiently performed in a high-volume call center. Assisted an average of 150 clients in any given week.
- Maintained relationships of both internal and external clients.
- Performed quality assurance procedures and expedited all incidents/errors reports to Supervisor and Team Lead.
- Thoroughly exceeded attendance guidelines expectations.
- Maintained office supplies, business equipment; Ordered supplies for office when necessary.
- Processed members payments through credit card and electronic check payments.
- Measured and sold company services for landscaping.
Administrative Clerk / Assistant Manager
Vision Works
Wheaton, MD
06.2013 - 09.2014
- Providing real-time scheduling support by booking appointments and preventing conflicts.
- Resolve customer complaints by investigating problems, developing solutions, preparing reports and reporting to management with effective recommendations.
- Ensure that all HIPAA rules and regulations are complying and followed in the front patient waiting area.
- Verify patient insurance and calculate patient responsibility.
- Assign work/give directions to Patient Service Representatives to complete work assignments in a timely and accurate manner.
- Pre-testing patient vision, teaching contact lens care and assisting with frame selection.
- Check in patients, copy ID’s and insurance cards, provide patient lists for the doctors and assign students. Screening phone calls and routing callers to the appropriate party.
Lead Administrative Assistant
Brother's Trucking & Towing Services
Washington, DC
01.2009 - 04.2013
- Book travel arrangements.
- Negotiate various salary offers and sign-on bonuses; Work with employees.
- Working knowledge of office equipment, like printers and fax machines.
- Organize and schedule appointments.
- Inbound call for general and billing inquiries.
- Provides solutions to administrative problems by coordinating preparation of reports, analyzing data, and identifying solutions.
- Promote positive work environment by counseling, orientating, and training employees.
Education
Bachelor of Science - Cybersecurity
University of Phoenix
Phoenix, Arizona12-2029
Skills
- Data entry
- CRM software proficiency
- Customer service
- Research skills
- Quality assurance
- Communication skills
- Multi-line telephone operations
- Call center experience
- Document management
- Microsoft Office, Google Suite
- Attention to Detail
- Organizational skills
Timeline
Document Support Specialist
Hendall Inc.
07.2019 - 08.2025
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 Services
01.2009 - 04.2013
Bachelor of Science - Cybersecurity
University of Phoenix
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