Ashley Gray
Frederick
Summary
Accomplished customer service expert with over 20 years of experience in medical care and client relations, dedicated to providing outstanding client experiences.
Overview
1
1
Language
3
3
years of post-secondary education
23
23
years of professional experience
Work History
Customer Service Representative
Banner life
Frederick
10.2025 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with inquiries regarding insurance policies and benefits.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Processed claims and adjustments while adhering to company guidelines and protocols.
- Maintained accurate records of customer interactions in the database system.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
ACCESS AGENT
Frederick Health Medical Group-Call Center
Frederick
01.2020 - 01.2024
- Handled 70-100 inbound calls regarding doctor's appointments, ensuring efficient routing to appropriate departments.
- Navigated calls to specific departments per patient request
- Submits requests regarding medications, referrals and medical records
- Scheduled patient consults and post-operation appointments for general surgery and otolaryngology, streamlining patient access to care.
- Obtains and updates patient demographics and insurance information.
- Fax, email and print documents per patient requests
- Enhanced customer satisfaction by implementing personalized follow-up strategies, contributing to improved patient experience.
- Conducted regular performance reviews with team members to identify areas for development.
CUSTOMER SERVICE REPRESENTATIVE 4
Wells Fargo-Call Center
01.2015 - 01.2019
- Supervised a team of 15-20 staff
- Coached and mentored team members to improve performance
- Taught other staff in company training sessions
- Coached and mentored team members, enhancing their skills and performance
- Facilitated internal communications regarding maintenance and code violations
- Shipped packages via FedEx and UPS
PATIENT CARE ASSISTANT
Unified Connections
01.2012 - 01.2015
- Provided daily care and support for youth and adults with developmental disabilities, enhancing their quality of life
- Supported needs of 20+ residents under long-term care.
- Prepared meals and distributed medication according to regulation standards
- Facilitated engaging activities for patients to promote social interaction and emotional well-being
- Addressed the diverse needs of 20+ residents in long-term care, ensuring comfort and adherence to care plans
MEDICATION TECH AND PATIENT CARE ASSISTANT
Tranquility Assisted Living
01.2004 - 01.2015
- Administered daily care to elderly patients in their homes.
- Communicated timely updates to patients' families regarding changes in health status
- Monitored vital signs and administered medications, ensuring adherence to treatment plans
- Accompanied patients to medical appointments to provide support.
Education
Degree - Human Services
Frederick Community College
Frederick , MD 03.2023 - 07.2026
Medical Terminology -
Introduction to Anatomy and Physiology -
Medical Billing Certification -
Certified Nursing Assistant -
Medication Technician Certification -
Diploma -
Frederick High School
Skills
- Problem-solving skills
- Positive attitude
- Customer care and service
Languages
English
First Language
Timeline
Customer Service Representative
Banner life
10.2025 - Current
Degree - Human Services
Frederick Community College
03.2023 - 07.2026
ACCESS AGENT
Frederick Health Medical Group-Call Center
01.2020 - 01.2024
CUSTOMER SERVICE REPRESENTATIVE 4
Wells Fargo-Call Center
01.2015 - 01.2019
PATIENT CARE ASSISTANT
Unified Connections
01.2012 - 01.2015
MEDICATION TECH AND PATIENT CARE ASSISTANT
Tranquility Assisted Living
01.2004 - 01.2015
Medical Terminology -
Introduction to Anatomy and Physiology -
Medical Billing Certification -
Certified Nursing Assistant -
Medication Technician Certification -
Diploma -
Frederick High School