Summary
Overview
Work History
Education
Skills
Timeline
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Andrea Johnson

Dallas,TX

Summary

Dynamic Account Manager with extensive experience at United Healthcare, excelling in client relations and issue resolution. Proven track record of enhancing client satisfaction through proactive communication and effective problem-solving. Skilled in managing complex claims with precision and fostering teamwork, resulting in improved team productivity and long-term client loyalty.

Overview

22
22
years of professional experience

Work History

Account Manager/ Senior Customer Service Specialist

United Healthcare
03.2015 - Current
  • Increased client satisfaction by building strong relationships and addressing their needs promptly..
  • Managed high volume of claims, consistently meeting deadlines without compromising accuracy or quality.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Improved overall team productivity by implementing best practices in organization and time management.
  • Expedited claim resolution times with proactive communication between patients, providers, and insurance companies.
  • Utilized advanced knowledge of ICD-10 codes to accurately process complex medical claims.
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
  • Mentored junior team members, contributing to their professional development and overall team success.

Senior Customer Service Representative

ISC SURFACES
01.2006 - 02.2015
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
  • Engaged clients in person and over phone to answer questions and address complaints.


Healthcare Customer Service Representative

Express Scripts
04.2003 - 01.2006
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
  • Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
  • Met customer call guidelines for service levels, handle time and productivity.

Education

GARLAND HIGH
Garland, TX

Skills

  • Account management
  • Customer service
  • Teamwork and collaboration
  • Client relations
  • Issue resolution
  • Team Training

Timeline

Account Manager/ Senior Customer Service Specialist

United Healthcare
03.2015 - Current

Senior Customer Service Representative

ISC SURFACES
01.2006 - 02.2015

Healthcare Customer Service Representative

Express Scripts
04.2003 - 01.2006

GARLAND HIGH

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