Alichia Johnson
Pittsburgh
Summary
Experienced Patient Support Specialist with strong problem-solving abilities. Continuously learning and improving. Excellent communication skills. Poised to contribute to our teams success by providing guidance and support to our team of Specialists. Eager to tackle new challenges and advance organizational objectives with dedication and enthusiasm for achieving positive results.
Overview
7
7
years of professional experience
Work History
Patient Support Specialist
ConnectiveRx
07.2024 - Current
- Served as a liaison between patients, families, physicians, and other healthcare professionals to facilitate clear communication.
- Provided empathetic support to patients during difficult medical situations, fostering trust and rapport.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Collaborated with team members to identify areas for improvement in customer service processes.
- Met customer call guidelines for service levels, handle time and productivity.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information through active listening.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website, improving overall user experience.
- Collaborated with team members to assist with developing best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in training programs to enhance service knowledge and customer service skills.
- Mentored new Customer Service Representatives on company policies, procedures, and best practices.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Promoted a positive work environment among team members through open communication channels that encouraged collaboration towards common goals.
- Furthered skills by actively taking part in employee training and taking classes to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Served as a role model for professionalism, integrity, and dedication within the mentorship program environment.
- Assisted mentees in developing self-confidence and positive self-image.
- Empowered mentees to take responsibility for their learning and development, fostering self-confidence and resilience.
Warranties Claims Clerk
Don's Appliances
04.2018 - 07.2024
- Honed abilities in data archiving, document coordination, and warranty claims
- Required a high level of precision and efficiency, ensuring that all documentation was handled correctly and in a timely manner
- Expertise in MS Office Suite and customer service has been instrumental in streamlining processes, enhancing team collaboration, and maintaining high standards of compliance and quality control
- Improved communication between departments by regularly updating team members on warranty claim statuses.
- Streamlined warranty claim procedures for increased efficiency and reduced turnaround times.
- Reduced claim errors by carefully reviewing documentation and verifying information before submission.
- Developed strong working relationships with internal colleagues as well as external vendors such as part manufacturers and appliance manufacturers for seamless coordination during the claims process.
- Assisted colleagues in understanding the claims process, providing clear explanations of procedures and requirements.
- Improved claims processing efficiency by streamlining workflows and implementing new organizational methods.
- Maintained organized claim files, ensuring easy access to information for future reference or audits.
- Contributed to creating a positive work environment by actively participating in team meetings, sharing insights, and offering suggestions for improvement.
- Tracked claim statuses diligently, keeping all parties informed of progress and any changes throughout the process.
- Ensured compliance with company policies and industry regulations through diligent attention to detail in claims processing.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Submitted cash and check deposits and generated cash receipts to record money received.
- Maintained up-to-date customer contact information, enabling effective communication regarding account status and payment inquiries.
- Maintained detailed aging reports on outstanding balances owed, enabling accurate assessment of company''s cash position at any given time.
- Managed collections and follow-up on past-due accounts to speed up payments and minimize risk.
- Assisted with annual audit, confirming accurate reconciliation of all accounts.
- Reconciled customer accounts and resolved discrepancies to maintain accuracy and resolve issues.
- Accurately processed high volumes of invoices within tight deadlines while maintaining a low error rate.
- Processed invoices and journal entries with efficiency and accuracy, resulting in decreased discrepancies.
- Presented audit findings to accounting manager after reviewing results and paperwork.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Managed multiple projects simultaneously while maintaining strict deadlines and quality standards.
- Coached team members in skill development, resulting in enhanced job performances and career growth.
Education
BBA - Retail Management
Strayer University
Washington03-2028
Skills
- Document Management
- Experienced with MS Office Applications
- Claims Administration
- Service Excellence
- Resourceful Problem-Solving
- Adhering to Timelines
- Coaching Skills
- Process Improvement
- Skilled Team Leader
- Self-Motivated Action
- Proven Leadership Experience
- Team-Oriented Approach
- Transaction Processing
Closing Statement
I am enthusiastic about the possibility of bringing my dedication and professionalism to the Lead Patient Support Specialist position on the Afford Services Team. I am confident that my proactive and organized work style would make a significant contribution to your team.
Timeline
Patient Support Specialist
ConnectiveRx
07.2024 - Current
Warranties Claims Clerk
Don's Appliances
04.2018 - 07.2024
BBA - Retail Management
Strayer University
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