Ashley Washington
Vernon
Summary
Customer-focused healthcare professional with 15 years of experience delivering compassionate, efficient service in fast-paced medical environments. Highly adaptable and skilled at wearing many hats, including patient support, administrative coordination, scheduling, problem-solving, and communication across multidisciplinary teams. Known for building strong relationships with patients and clients through empathy, professionalism, and attention to detail. Dedicated to continuously expanding knowledge and improving processes to provide the highest quality experience while maintaining confidentiality, accuracy, and exceptional customer satisfaction.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Onboarding Specialist Trainer
PC3
Reform, AL
07.2024 - Current
- Facilitated onboarding processes for new hires, ensuring smooth integration into company culture.
- Developed and maintained training materials to support onboarding initiatives and enhance employee understanding.
- Developed and implemented customer service training programs to enhance team performance.
- Reduced employee turnover rate by creating a supportive and engaging work environment.
- Aligned training goals with overall company objectives, developing a cohesive strategy for customer service excellence.
Care Coordinator
SPC Home Medical Equipment
Remote
01.2018 - 07.2024
- Coordinated patient care plans, ensuring adherence to treatment protocols and improving outcomes.
- Facilitated communication between patients, families, and healthcare providers to enhance service delivery.
- Managed scheduling of equipment deliveries and follow-up appointments for optimal resource allocation.
- Used company software and databases to maintain records of services performed and patient conditions.
- Maintained accurate and up-to-date documentation of patient records in accordance with HIPAA regulations.
- Assessed patient needs and connected them with appropriate resources to ensure optimal health outcomes.
- Reduced hospital readmission rates by coordinating effective post-discharge care plans.
Medical Office Assistant
Columbus Pulmonary Office
Columbus, MS
10.2010 - 01.2019
- Managed patient scheduling and appointment coordination to optimize office workflow.
- Assisted in maintaining accurate patient records using electronic health record (EHR) systems.
- Facilitated communication between patients and healthcare providers to enhance service delivery.
- Processed patient insurance claims, ensuring compliance with billing regulations and procedures.
- Oversaw inventory management, ensuring availability of medical supplies and equipment for daily operations.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Obtained pre-authorization from insurance companies ahead of medical services.
- Promoted excellent customer service experience through prompt responses to voicemails and emails, addressing patient inquiries or concerns.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Updated patient information and insurance details for accurate electronic medical records.
- Provided compassionate support to patients during check-in/check-out process, addressing concerns and answering questions as needed.
Customer Service Representative & Sleep Trainee
Pioneer Sleep Disorders Center
Hamilton, MS
01.2010 - 01.2016
- Resolved customer inquiries through effective communication and problem-solving skills.
- Managed scheduling of appointments for sleep studies, enhancing patient accessibility and satisfaction.
- Collaborated with healthcare professionals to ensure accurate patient information and treatment plans.
- Trained new staff on company protocols and customer service standards, fostering team development.
- Implemented follow-up procedures to ensure continuity of care after initial consultations or treatments.
- Participated in training sessions to enhance knowledge of industry best practices.
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
Education
Associate of Arts -
Bevill State Community College
Sumiton, ALHigh School Diploma -
Lamar County High School
Vernon, Al05-2008
Skills
- Software knowledge
- New hire onboarding
- Documentation and recordkeeping (EMR)
- Microsoft office / Google workspace
- Scheduling and Calendar management
- Clerical / data entry/ administrative tasks
- Collections
- Leadership
- comfortable working independently in Remote Environment
- Insurance verification & Authorization
- Phone etiquette and multi-line phone system experience
- Experience using email, chat, and virtual communication platform
- problem - solving and conflict resolution abilities
- detail- oriented with strong organizational skills
Accomplishments
Quality & Excellence Award
Compassionate
Team Player
Do the Right Thing
Positive Attitude
Voted on by Patients for great experience
Certification
CPR / BLS- American Heart Association
First Aid Certification
HIPPA Certification
OSHA Safety Certification
EMR / EMR Certification
Sleep Disorders Trainee Certification
Telehealth Coordinator Remote Patient Monitoring
Customer Service
Anti-Harassment
Timeline
Onboarding Specialist Trainer
PC3
07.2024 - Current
Care Coordinator
SPC Home Medical Equipment
01.2018 - 07.2024
Medical Office Assistant
Columbus Pulmonary Office
10.2010 - 01.2019
Customer Service Representative & Sleep Trainee
Pioneer Sleep Disorders Center
01.2010 - 01.2016
Associate of Arts -
Bevill State Community College
High School Diploma -
Lamar County High School