Ashley Wilkes
Brookhaven,PA
Summary
- Resourceful and patient-focused Medical Office Administration & Support Professional with a proven ability to keep healthcare operations running smoothly while delivering a warm, welcoming experience for every patient. Skilled at balancing the demands of a busy front office with the precision required for accurate records management, insurance processing, and regulatory compliance. Adept at using EMR/EHR systems, coordinating complex schedules, and supporting medical teams in fast-paced environments. Known for a proactive mindset, strong problem-solving skills, and a genuine commitment to improving both patient satisfaction and office efficiency.
Core Competencies:
• Patient Scheduling & Calendar Management for Multi-Provider Practices
• Electronic Medical Records (EMR/EHR) Accuracy & Maintenance
• Insurance Verification, Billing Assistance & Claims Coordination
• HIPAA Compliance & Confidentiality Best Practices
• Front Desk Operations & Patient Intake Procedures
• Multi-Line Phone System Handling & Professional Communication
• Office Supply Management & Vendor Coordination
• Team Collaboration & Workflow Optimization
• Conflict Resolution & Patient Service Excellence
Work History
Pharmacy Service Representative
Infucare RX
Aston, Pa
04.2025 - 12.2025
- Assessing: Ensured the safe and effective preparation of IV antibiotics and IVIGs for patients by assessing the patient, how much medication they have left, if they’re taking it as directed by their physician and setting them up for their deliveries. Then entered those assessments into the system to keep proper records, clinicals, and labs to report back to their physicians and the pharmacists.
- Patient education: Provided information and guidance to patients and caregivers on the use of IV antibiotics and IVIGs.
- Monitoring therapy: Regularly checked the effectiveness of the therapy, running assessments, made sure deliveries were received on time, and educating patients on how important it is to take their medication the way it is prescribed.
- Successfully managed home care IV therapy, ensuring that patients receive the appropriate medications.
- Quality improvement: Participated in activities to enhance the quality of pharmacy services.
- Collaboration: Worked closely with healthcare professionals to ensure optimal treatment by contacting, requested, receiving, reviewing and dispensing physicians’ orders through professional communication.
- Document: Maintained accurate patient records, including medication, profiles, and clinical notes.
- Office and team-building: Participated in quality improvement initiatives, including the development of protocols and guidelines for home care.
- Compliance: Ensured compliance with health and safety regulations.
- Insurance: Insurance and Coordination: Coordinated among patients, physicians, and pharmacies in accessing and understanding IVIG therapy, IV antibiotics and managing insurance benefits.
- Inventory in stock: Counted inventory to ensure we had enough supplies for our patients. Monitored and regulated inventory and supply requests from patients.
Marketing an Appointment Center
HomeSmart Industries
Aston, Pennsylvania
06.2024 - 02.2025
- Defining the target audience: Identified the specific homeowners who need the services of a bath remodeling company.
- Showcasing strengths: Highlighted the unique selling points of the company, such as budget-friendly updates or luxury remodels.
- Identifying a niche: Specialized in a specific type of project or service to stand out in the competitive market.
- Building community connections: Engaged with the local community to establish a strong brand presence and foster trust with potential clients.
- Leads: Generated leads, improving conversion rates, and ensuring long-term growth.
- Business growth: Effectively positioned the business to meet the needs of its target audience and achieve sustainable growth.
Patient Coordinator
IVY Rehab Physical Therapy
Media, PA
03.2022 - 01.2024
- Scheduling Appointments: Ensured that all appointments were scheduled accurately and efficiently to avoid missed sessions, both for the therapist and the patients.
- Insurance Management: Verified patient insurance coverage and eligibility, ensuring that claims are filed correctly to avoid denials.
- EHR Management: Maintained patient information in the electronic health record system and ensured that therapy progress notes and laboratory tests are recorded.
- Patient Education: Educated patients about their treatment plans and provided information on health insurance and payment options.
- Communication: Managed communication between patients, family members, care providers, and other healthcare institutions.
- Patient Services: Managed patient assessments, care planning, coordination of services, patient education, and outcome monitoring.
- Collection: Collected past due payments and everyday payment from patients and processed those payments via credit card, cash or a check. Therefore bringing the patient’s balance to zero and our numbers up.
Education
High School Diploma - Business Administration And Management
06.2000
Skills
Prescription processing
Patient confidentiality
Medication dispensing
Insurance verification
Pharmacy software proficiency
Drug interaction awareness
HIPAA regulations
Organization and prioritization
Cash handling expertise
Cash register operations
Professional appearance
Inventory management
Quality assurance
POS system operation
Telephone etiquette
Sales promotion
Product location
Prescription fulfillment
Teamwork and collaboration
Customer service
Time management
Attention to detail
Problem-solving abilities
Multitasking
Calm and professional under pressure
Reliability
Excellent communication
Computer skills
Understanding customer needs
Shipping and receiving
Active listening
Effective communication
Adaptability and flexibility
Decision-making
Problem resolution
Relationship building
Microsoft office
Call center experience
Data entry
Task prioritization
Stress tolerance
Self motivation
Product knowledge
Medical terminology
Interpersonal skills
Customer relationship management
Analytical thinking
Work prioritization
Information gathering
Goal setting
Professionalism
Shipping procedures
Issue and complaint resolution
Quality control
Administrative and office support
Resourcefulness
MS office
Record keeping
De-escalation techniques
Continuous improvement
Product and service sales
Billing procedures
Project management
Customer data confidentiality
Inbound call management
Order fulfillment
Policies and procedures adherence
Sales and upselling
Cultural sensitivity
Emotional intelligence
EMR systems
Medical office administration support
Records management
Collaboration with other physicians and healthcare professionals
Medical terminology
Medical and regular office administration
Records management
Accomplishments
- Implemented new policies and solutions to new and existing patient concerns, and complaints.
- Reduced patient check-in time by 20% through implementation of a streamlined intake process.
- Coordinated daily schedules for a 5-provider practice, ensuring minimal appointment conflicts.
- Consistently recognized by patients and colleagues for creating a welcoming, respectful, and supportive front-office environment.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Managed caseload of 146 patients each month.
- Increased quality of care by developing new tracking and assessment methods.
- Documented and resolved patient concerns which led to a better patient and administrator relationship.
- Developed improved tracking and assessment system to increase patient care standards.
- Devised new program to optimize past due payments, having the highest collections record in the company.
Overview
10
10
Of professional experience
Additional Information
My objective: To contribute my organizational expertise, attention to detail, and dedication to patient care in a medical office setting where I can help streamline operations, strengthen patient relationships, and support healthcare professionals in delivering exceptional service.
Timeline
Pharmacy Service Representative - Infucare RX
04.2025 - 12.2025
Marketing an Appointment Center - HomeSmart Industries
06.2024 - 02.2025
Patient Coordinator - IVY Rehab Physical Therapy
03.2022 - 01.2024
Henderson High School - High School Diploma, Business Administration And Management