Summary
Overview
Work History
Education
Skills
Certification
Tools And Technical Proficiencies
Personal Information
Additional Highlights
Timeline
Generic

Ashley Osborne

Rockville

Summary

Scheduling and Administrative Operations Specialist with 5+ years of experience in quality control and document coordination. Expertise in analyzing workflow accuracy and ensuring compliance in remote healthcare and federal contract environments. Proven track record in streamlining scheduling processes and enhancing team performance in high-pressure settings.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Document Support Specialist

Hendall Inc.
07.2019 - Current
  • Executed quality checks on federal documentation to ensure compliance with contract standards.
  • Facilitated scheduling workflows and coordinated documentation for government programs.
  • Collaborated with internal departments to manage provider updates and implement necessary data corrections.
  • Delivered administrative QA support for data entry and platform transitions.
  • Participated in peer reviews of test cases and scripts to verify accuracy and completeness.
  • Provided exceptional customer service through face-to-face and phone interactions.
  • Worked closely with team members to achieve project objectives and adhere to deadlines.
  • Demonstrated strong problem-solving skills, resolving issues efficiently.

Case Manager

CareMetx
12.2017 - 07.2019
  • Coordinated schedules, patient records, and case assignments in a compliance-heavy healthcare environment..
  • Monitored communication logs and escalated documentation discrepancies for swift resolution.
  • Managed provider coverage plans while addressing patient inquiries with emphasis on timely documentation.
  • Enhanced workplace productivity through effective teamwork and collaboration.
  • Responded to customer requests and inquiries to improve overall satisfaction.
  • Resolved issues swiftly, promoting high customer satisfaction with knowledgeable service.

Program Assistant Specialist

Covance Inc.
07.2015 - 12.2017
  • Conducted quality assurance on patient case report documentation to ensure accuracy.
  • Tracked deadlines and verified data accuracy during multi-department audits.
  • Coordinated clinical documentation processes while supporting research billing records.
  • Ensured reimbursement by adhering to payer requirements for study-related claims.
  • Provided compliance support during invoice processing and billing system entries.
  • Delivered backend support for program enrollments, maintaining high-quality data in clinical trials.
  • Reviewed and updated records using digital tracking tools, escalating discrepancies promptly.
  • Achieved high documentation accuracy by entering and updating patient records in EMRs.

Customer Service Representative

TrueGreen Lawn Care
10.2014 - 06.2015
  • Managed high call volumes while maintaining accurate customer records in CRM tools.
  • Resolved service and billing issues with professionalism and attention to detail.
  • Conducted follow-up calls to ensure effective resolution of customer concerns.
  • Developed positive relationships with customers through friendly interactions.
  • Delivered prompt responses to inquiries regarding products and services.
  • Addressed challenging customer situations while upholding professionalism.
  • Efficiently resolved customer complaints to enhance overall satisfaction.
  • Maintained accurate records in CRM systems to support issue resolution.

Administrative Clerk / Assistant Manager

Vision Works
Wheaton
06.2013 - 09.2014
  • Scheduled appointments, verified insurance coverage, and entered patient data into EMR systems.
  • Maintained confidentiality while ensuring HIPAA-compliant recordkeeping.
  • Compiled statistical reports on sales activity, inventory levels, and customer satisfaction surveys.
  • Ordered supplies and equipment to meet operational needs.
  • Resolved customer complaints promptly to enhance service quality.
  • Delivered exceptional customer service through effective communication with clients and teams.
  • Organized filing systems for accuracy and confidentiality.
  • Managed incoming and outgoing correspondence, including mail, email, and faxes.

Lead Administrative Assistant

Brother's Trucking & Towing
Washington
01.2009 - 04.2013
  • Oversaw scheduling, billing, and document tracking for logistics operations to enhance efficiency.
  • Managed administrative filing systems and entered service records to ensure operational consistency.
  • Prepared and submitted expense reports for timely reimbursement approvals.
  • Provided comprehensive administrative support to senior management staff.
  • Greeted visitors professionally, offering assistance as required.
  • Processed incoming mail by categorizing items for efficient distribution or action.
  • Handled confidential information with discretion, maintaining a high level of professionalism.

Education

Bachelor of Science - Cybersecurity

University of Phoenix
Phoenix, AZ
12.2029

High School Diploma -

Gaithersburg High School
Gaithersburg, MD
06.2008

Skills

  • Quality control review and documentation accuracy
  • Call and correspondence monitoring and scorecarding
  • Provider scheduling and calendar coordination
  • Claims and billing workflows
  • Remote operations and HIPAA compliance
  • CRM systems (Salesforce, Zendesk)
  • Microsoft Office Suite, Excel, Google Workspace
  • Attention to detail and compliance tracking
  • Cross-functional communication and process improvement
  • Data entry, audit support, and workflow evaluations

Certification

  • HIPAA Compliance (In-house)
  • Customer Service Excellence (LiveWorld Training)
  • Salesforce User-Level Training

Tools And Technical Proficiencies

  • QA & Compliance Tools: Scorecards, QA feedback systems, Excel audits
  • Scheduling & Documentation Tools: Google Calendar, Excel, Trello, Jira
  • Platforms: Salesforce, Zendesk, LexisNexis, Ohm Analytics
  • Communication: Zoom, Slack, Teams, SharePoint
  • Typing Speed: 60+ WPM

Personal Information

Additional Highlights

  • Remote Ready with Secure Internet & Private Workspace
  • Experience supporting federal contracts with DOE and healthcare documentation
  • Skilled in identifying trends, maintaining compliance, and improving workflows
  • Passionate about quality improvement, document accuracy, and remote team collaboration

Timeline

Document Support Specialist

Hendall Inc.
07.2019 - Current

Case Manager

CareMetx
12.2017 - 07.2019

Program Assistant Specialist

Covance Inc.
07.2015 - 12.2017

Customer Service Representative

TrueGreen Lawn Care
10.2014 - 06.2015

Administrative Clerk / Assistant Manager

Vision Works
06.2013 - 09.2014

Lead Administrative Assistant

Brother's Trucking & Towing
01.2009 - 04.2013

Bachelor of Science - Cybersecurity

University of Phoenix

High School Diploma -

Gaithersburg High School

Similar Profiles

CREATE PROFILE
Ashley Osborne