Ashley Drouin

Administrative Assistant

Encompass Health

Jan 2026 - Current (10 months)

Quality Assurance & (Mental Health) Intake Department Program Coordinator

Heredia Therapy Group

Jun 2024 - Dec 2025 (1 year 7 months)

- Lead QA and Intake operations, serving as primary contact for client communications, check-ins, scheduling, complaints, and case correspondence. - Coordinate mental health intakes: review assessments, match clients with providers, and manage telehealth/in-person scheduling. - Process subpoenas, medical record requests, and legal correspondence while maintaining confidentiality and HIPAA compliance. - Oversee interdepartmental coordination across Testing, ABA, and supervisory teams to streamline workflows. - Monitor QA and intake metrics, compiling data and survey analyses for performance tracking. - Implement client feedback into updated policies, improving communication, engagement, and service quality. - Oversee the development and grow

Quality Assurance Program Coordinator

Heredia Therapy Group

Apr 2023 - Jun 2024 (1 year 3 months)

- Established QA department from the ground up, designing workflows, policies, and standardized documentation practices. - Conducted QA evaluations on 150+ caseloads to ensure compliance with professional, legal, and ethical standards. - Collected, tracked, and analyzed client feedback to inform office-wide process improvements. - Assisted in drafting and revising the 2024 clinician handbook and developed training presentations to support onboarding and continuing education. - Created standardized letter templates, policy guides, and a resource hub to improve clinician efficiency and collaboration. - Processed legal documentation (subpoenas, court orders, medical record requests) with accuracy and confidentiality. - Compiled QA data into mo

Quality Assurance & Occupational Therapy Program Coordinator

Heredia Therapy Group

Apr 2022 - Apr 2023 (1 year 1 month)

- Launched pilot program for Occupational Therapy services while simultaneously beginning QA department development. - Coordinated OT referrals, insurance verification, intake documentation, and client scheduling. - Supported clinicians and clients with telehealth and in-person services while maintaining compliance through file audits. - Balanced responsibilities across QA and OT programs, demonstrating adaptability and leadership in program development. Key Accomplishments: - Successfully piloted OT program operations, though later concluded, and transitioned focus fully to the permanent QA department. - Built foundational QA workflows and systems during the same period, establishing long-term departmental practices.

Clinical Case Manager

Heredia Therapy Group

Jun 2021 - Apr 2022 (11 months)

Transitioned from part-time Office Administrator to a full-time Clinical Case Manager, supporting clinicians and clients across a high-volume caseload. - Managed intake, referrals, client file organization, and eligibility assessments, ensuring accuracy and compliance. - Served as the primary point of contact for client communications, including scheduling, cancellations, transfers, and case concerns. - Conducted weekly audits to maintain professional, legal, and ethical documentation standards. - Coordinated scheduling of telehealth and in-person sessions while monitoring clinician schedules and following up on no-shows. Key accomplishments: - Streamlined intake and scheduling workflows to improve efficiency and client satisfaction. - Main

Office Administrator

Heredia Therapy Group

Mar 2021 - Jun 2021 (4 months)

- Supported clinical operations while gaining foundational experience in mental health services. - Assisted with client intake, eligibility assessments, and ongoing administrative documentation. - Served as a point of contact for client communications, including scheduling, cancellations, transfers, and inquiries. - Conducted weekly audits to ensure files met professional, legal, and ethical standards, and coordinated telehealth and in-person appointments to support clinicians’ caseloads, whilst supporting full-time case managers.

Refinery Associate

Saddleback Church

Aug 2019 - Jun 2021 (1 year 11 months)

- Greeted and assisted visitors, identifying their needs and directing them to appropriate locations or services. - Supported event setup, game equipment, and general campus guidance. - Handled phone inquiries regarding events, operating hours, and building information. - Maintained visually appealing and safe building environments, identifying potential hazards and escalating issues as needed. - Managed lost-and-found operations, organizing incoming items and assisting patrons in recovering belongings.

Bookstore Associate

Saddleback Church

Oct 2016 - Jun 2021 (4 years 9 months)

- Opened and closed store as acting lead in supervisor’s absence; prepared cash drawers and maintained accounting accuracy. - Trained new associates on daily operations, including POS transactions, opening/closing procedures, and maintaining work standards. - Unpacked and organized new shipments, ensuring inventory accuracy and orderly displays. - Managed cash register operations, including scanning items, processing payments, and issuing receipts. - Assisted customers by listening to needs, recommending products, and providing guidance. - Maintained visually appealing store and merchandise displays, adapting layouts as needed. - Supported timely replenishment of sales floor inventory to ensure smooth operations.

I

Tutor

Irvine Art & Music Center

Aug 2016 - Aug 2017 (1 year 1 month)

- Provided one-on-one and small group instruction to students ages 5–13, including those for whom English was a second language. - Reviewed and graded homework and other academic assignments, offering constructive and tailored feedback. - Used positive reinforcement and encouragement to motivate students, build confidence, and support learning outcomes.

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Ashley Drouin

About

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Behavioral traits