A'Sha Clark-Scott

Atlanta

Summary

Customer focused, detail-oriented support professional with 7+ years in high-volume service environments, specializing in issue resolution and cross-functional coordination. Manages complex customer concerns with urgency and accuracy while ensuring compliance. Delivers effective support across phone, email, and digital channels in fast-paced settings requiring critical thinking.

Overview

years of professional experience

Work History

Broker Executive Assistant / Grievance & Compliance Support

Sonder Healthcare Plans

01.2022 - 01.2025

Managed time-sensitive and high-priority issues, ensuring quick resolution while maintaining a high-quality customer experience
Provided multi-channel support (phone, email) to members, providers, and agents, resolving complex inquiries related to coverage, claims, and grievances
Acted as a point of escalation for non-routine concerns, applying critical thinking and problem-solving to resolve issues efficiently
Monitored ongoing cases and followed up proactively to ensure timely resolution and customer satisfaction
Collaborated with internal teams to resolve service disruptions and improve overall member experience
Identified recurring issues and contributed feedback to improve workflows and service delivery
Documented all interactions in internal systems, ensuring accuracy, compliance, and proper tracking of cases
Adapted quickly to changing priorities in a fast-paced environment while maintaining accuracy and professionalism

Patient Relations & Outreach Coordinator

Oak Street Health

01.2020 - 09.2022

Built trust-based relationships by actively listening, identifying needs, and connecting individuals with appropriate services and resources.
Built trust-based relationships by actively listening, identifying needs, and connecting individuals with appropriate services and resources
Managed high-volume inbound and outbound communication with patients, addressing concerns and coordinating services
Managed high-volume inbound and outbound communication with patients and community members addressing concerns and coordinating services
Resolved scheduling and service-related issues while maintaining a positive customer experience
Verified and updated critical information to ensure smooth service delivery
Worked cross-functionally with care teams to resolve issues and improve patient outcomes

Medical Logistics Specialist (E-5)

United States Air Force - Air National Guard

01.2014 - 01.2020

Coordinated and tracked the distribution of medical supplies in a fast-paced operational environment
Monitored inventory and ensured timely delivery of critical resources to support operations
Resolved logistical challenges by collaborating with multiple teams to maintain efficiency
Maintained accurate records and ensured compliance with strict regulatory standards

Education

Certified Sterile Processing -

Gwinnett Technical College

12-2018

Medical Logistics Training -

United States Air Force

01-2014

Diploma -

Dover High School

06-2011

Skills

Document Review
Case Management & Documentation
CRM expertise
Escalation & Issue Resolution
De-escalation techniques
Data analysis

Microsoft Office & Google Workspace
Fast-paced adaptability
Team Coordination
Priority Management
Client Communication

Timeline