Ashley Vakulenko
Richmond
Summary
Results-driven Healthcare Administrator with expertise in medical administration, customer service, and patient care. Skilled in office management, data and budget oversight, and process analysis. Adept at problem assessment and solution implementation to enhance operational efficiency and patient satisfaction.
Overview
18
18
years of professional experience
Work History
Consult Coordinator
GreenBrook TMS
Houston
04.2024 - Current
- Compassionate Consultations: Provide clear, supportive education on TMS and Spravato treatments (remote & in-person), ensuring open availability for patients.
- Collaborative Communication: Build strong relationships with patients, physicians, and staff, providing consistent, empathetic support.
- Coordinated Treatment Scheduling: Expertly manage provider schedules, resolve issues, and ensure smooth patient transitions from authorization to treatment.
- Seamless Pre-Assessments: Guided patients through insurance and financial options, facilitating smooth scheduling of preassessments.
- Meticulous Consult & Financial Management: Handled insurance, paperwork, and system updates accurately, ensuring timely follow-up on patient inquiries.
- Proactive Patient Follow-Up: Monitored patient progress, updated appointments, and maintained consistent communication to support ongoing care.
- Instructed customer service representatives on service standards, policies, and procedures.
Customer Service Supervisor
Getix Health
Sugar Land
01.2023 - 04.2024
- Resolved escalated customer issues with empathy and professionalism.
- Trained staff in effective communication and problem-solving techniques to enhance customer interactions.
- Coordinated scheduling to maintain adequate coverage for timely response to customer inquiries.
- Created training manuals to resolve simple and complex customer issues.
- Answered phone calls and responded to questions and concerns.
- Consulted with managers to address issues related to employee performance, office equipment, and work schedules, ensuring operational efficiency.
Experience Manager
Ernst & Young
Houston
10.2021 - 01.2023
- Managed client relationships, enhancing satisfaction and retention rates.
- Implemented feedback systems, improving customer experience initiatives.
- Collaborated with team members to identify areas of improvement in the customer experience.
- Developed tailored marketing strategies for diverse client needs.
- Analyzed market trends to identify new business opportunities.
- Identified process improvement opportunities through data analysis insights.
Care Experience Manager
Thrive Skilled Pediatric Care
HOUSTON
01.2020 - 02.2022
- Oversaw daily operations, ensuring delivery of high-quality pediatric care services.
- Engaged with families to address concerns, enhancing service delivery.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Collaborated with team members to identify areas of improvement in the customer experience.
- Monitored performance indicators, analyzing response times, resolution rates, and customer feedback scores.
- Updated databases with new and modified customer data.
Insurance Verification Specialist
Preventice Solutions
Houston
01.2020 - 12.2021
- Processed insurance verification requests for patient accounts and services, ensuring timely access to necessary medical coverage.
- Contacted insurance companies to gather critical information on policies and payment benefits, facilitating patient financial clarity.
- Reviewed patient information for accuracy and completeness prior to verification.
- Utilized multiple online systems to efficiently obtain required documentation, streamlining the verification process.
- Documented verification results in electronic health record systems.
- Maintained up-to-date knowledge of insurance policies and procedures.
Administrative Assistant & Patient Care Assistant
Methodist Hospital
Sugar Land
01.2008 - 01.2020
- Updated staffing schedules to meet patient and family needs efficiently.
- Verified patient insurance coverage by communicating directly with insurance providers.
- Secured prior authorizations for patient admissions and treatments.
- Entered and maintained accurate patient information in the electronic health record system.
- Deliver clerical and patient care expertise to ensure all patients receive high quality, efficient healthcare with dignity.
- Inform patients of their financial responsibility.
- Navigated multiple computer systems and applications and utilized search tools to find information.
- Wide experience with all public and private health insurance practices and policies.
- Adept at coordinating with insurance company staff at all levels as well as working independently.
- Instructed and guided representatives during weekly coaching sessions to mentor and provide resources to reach company goals.
- Coached and evaluated new hires to enhance employee performance and integration.
- Interviewed potential candidates and provided thorough reviews to HR to aid in hiring decisions.
- Maintained accurate payroll records and submitted data to accounting department for processing.
- Collaborated with department leads and senior management to coordinate operations and drive improvements.
- Obtained and examined relevant information to assess validity of complaints and determine possible causes.
- Maintained up-to-date records of customer interactions and transactions by accurately recording details of inquiries or complaints.
- Analyzed and collected customer information to prepare product or service reports.
- Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders.
- Delivered exceptional customer service to clients in a fast-paced call center, ensuring satisfaction and support.
- Managed on-call duties by addressing client and employee inquiries while filling open shifts.
- Collaborated with onboarding specialist to verify and update employee credentials effectively.
- Facilitated interviews for new employees to assess qualifications and fit.
- Coordinates and partners with the clinical supervisor to help with new referable.
Education
Master of Science - Healthcare Administration/ Organizational Leadership and Change Management
Colorado State University
Denver, CO06-2020
Bachelor of Science - Healthcare Administration
Colorado State University
Denver, CO06-2019
Associate of Applied Science - Network Administration
ITT Technical Institute
Houston, TX04-2016
Nursing Aid Certification -
Texas Health School
Houston, TX12-2007
Skills
- Healthcare Software
- Patient registration
- Operations & Administration
- Database management
- Document control
- Data Entry
- Scheduling expertise
- Calendar scheduling
- Microsoft Office Suite
- Task prioritization
- Team management
- Record-keeping
Timeline
Consult Coordinator
GreenBrook TMS
04.2024 - Current
Customer Service Supervisor
Getix Health
01.2023 - 04.2024
Experience Manager
Ernst & Young
10.2021 - 01.2023
Care Experience Manager
Thrive Skilled Pediatric Care
01.2020 - 02.2022
Insurance Verification Specialist
Preventice Solutions
01.2020 - 12.2021
Administrative Assistant & Patient Care Assistant
Methodist Hospital
01.2008 - 01.2020
Master of Science - Healthcare Administration/ Organizational Leadership and Change Management
Colorado State University
Bachelor of Science - Healthcare Administration
Colorado State University
Associate of Applied Science - Network Administration
ITT Technical Institute
Nursing Aid Certification -
Texas Health School