Summary
Overview
Work History
Education
Skills
Timeline
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Ashley Conn

Winder

Summary

Results-driven professional with 15+ years of experience in healthcare, customer advocacy, and operations support. Proven track record of managing complex issues, leading cross-functional coordination, and mentoring peers. Adept at handling escalations, implementing process improvements, and driving outcomes aligned with performance goals. Recognized for leadership without formal title through initiative, ownership, and strategic problem-solving.

Overview

28
28
years of professional experience

Work History

Federal Call Center Navigator

Magellan Federal
07.2024 - Current
  • Facilitate workflows by supporting Federal Service Center teams with administrative care coordination, provider communication, and participant support across various healthcare programs.
  • Provide non-clinical support in case management, utilization management, information and referral, and quality improvement processes.
  • Troubleshoot challenges in service access, researching appropriate providers and ensuring participants are connected to the right level of care.
  • Mentor and assist in training new Navigators, helping onboard new team members and share best practices.
  • Serve as a key resource during internal transitions, including the recent implementation of Salesforce; contributed by identifying improvement areas and supporting peers during rollout.
  • Coordinate operational functions such as data tracking, correspondence distribution, and other contract-based administrative requirements.
  • Proactively participate in ongoing training and maintain up-to-date knowledge of evolving program requirements to ensure high-quality support to participants and providers.

Senior Health Advocate

United Healthcare
10.2023 - 07.2024
  • Led resolution efforts for high-priority member issues, coordinating across internal teams to ensure first-contact resolution and follow-up.
  • Mentored new team members on navigating internal systems and delivering high-quality service aligned with KPIs.
  • Took ownership of member escalations and managed end-to-end problem-solving, including claims, benefits, and provider coordination.
  • Managed caseloads independently, requiring prioritization, task management, and real-time decision-making.
  • Recognized for leadership and problem-solving in complex member cases and internal process improvements.

Customer Advocate

United Healthcare
06.2022 - 10.2023
  • Managed customer service cases requiring complex, multi-step resolution across departments.
  • Coached members on using internal digital tools and healthcare systems - fostering long-term independence and reducing follow-up calls.
  • Independently handled authorization processes and investigated claims requiring judgment calls, demonstrating decision-making ownership.

Customer Advocate

Baylor Scott & White Health
10.2021 - 05.2022
  • Took lead in managing difficult member interactions and resolving complaints before escalation, protecting department performance metrics.
  • Coordinated between billing departments, providers, and patients to streamline communication and reduce error-driven delays.
  • Maintained performance benchmarks consistently while training new hires on best practices and system navigation.

Medical Support Assistant

Madigan Army Medical Center
09.2016 - 05.2018
  • Coordinated patient care and scheduling across multiple clinics, acting as the central liaison between patients and care teams.
  • Trained and supported new administrative staff during transition to MHS Genesis, contributing to a successful rollout.
  • Managed logistics for patient transfers, appointments, and medical record updates - ensuring efficient care continuity.

AM/FM GIS Technician

Palmetto Electric Cooperative
07.1997 - 07.2015
  • Directed communication and coordination with 50+ vendors for annual events and emergency support services - acting as lead liaison.
  • Led collaborative GIS projects with 20+ electric cooperatives statewide; managed meetings, networking, and shared deliverables.
  • Served as President of the Utility Coordinating Committee - organizing meetings, agendas, and communications among stakeholders.

Education

Master of Science - Social Work

Capella University
09.2028

Bachelor of Science - Psychology

University of South Carolina
Bluffton, SC
12.2014

Skills

  • Leadership and Team Development: Proven ability to mentor and guide team members, fostering a collaborative and productive work environment
  • Customer Service Excellence: Skilled in delivering high-quality service and resolving complex issues with a focus on member satisfaction
  • Data Analysis and Research: Strong analytical skills used to identify solutions and improve processes
  • Effective Communication: Excellent communicator capable of liaising effectively with members, stakeholders, and cross-functional teams
  • Health Care Benefits Knowledge: In-depth understanding of health care plans and consumer-driven care principles
  • Proficient in Technology: Advanced skills in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and GIS Software (AutoCAD, ArcGIS)
  • Team Coordination Experience: Adept at leading and coordinating diverse teams to achieve organizational goals Proven track record in facilitating collaboration among team members across various departments, ensuring seamless communication and shared understanding of objectives Skilled at delegating tasks effectively and fostering a positive team environment that encourages input and innovation, ultimately increasing team efficiency and member satisfaction

Timeline

Federal Call Center Navigator

Magellan Federal
07.2024 - Current

Senior Health Advocate

United Healthcare
10.2023 - 07.2024

Customer Advocate

United Healthcare
06.2022 - 10.2023

Customer Advocate

Baylor Scott & White Health
10.2021 - 05.2022

Medical Support Assistant

Madigan Army Medical Center
09.2016 - 05.2018

AM/FM GIS Technician

Palmetto Electric Cooperative
07.1997 - 07.2015

Bachelor of Science - Psychology

University of South Carolina

Master of Science - Social Work

Capella University

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Ashley Conn