Andrea L. Johnson

Special Needs Coordinator and Casualty Assistance Representative

• Establish and maintain procedures to identify sponsors whose family members have special medical and/or educational needs in a timely manner

• Enhanced company reputation by providing exceptional customer service and support to family members and survivors by processing insurance benefits
• Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.

• Case management training
• Fire safety presentations at Lakenheath Elementary School
• Volunteer at Lakenheath Elementary School for vision and hearing screenings
• Supported engaging, fun, and smooth-running events by helping with organization and planning.

• Wash and dress patients
• Monitor vital signs every two hours for critical patients and every four hours for stable patients
• Report critical vital signs to Registered Nurse
• Complete training as required
• Complete other duties as assigned by Charge Nurse
• Assist charge nurse with procedures and dressing changes as directed

• Deliver induction/onboarding training and ensure evaluation of training completion
• Manage a team of 20 clinicians remotely across all time zones effectively; voted Best Manager
• Acts as primary contact for escalated calls/issues that require research or special handling
• Coordinate and communicate with providers, members, or other parties to facilitate optimal care and treatment
• Coordinate and communicate with providers, members, or other parties to facilitate appropriate discharge planning including to assist with social determinants and closing gaps
• Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas
• Make decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed
• Follows established guidelines/procedures
• Present information and respond to questions from peers, leaders and internal/external customers
• Assess medical necessity by screening available information against established criteria
• Provide best care recommendations via approved guidelines to direct client to the appropriate level of care on 24/7 telephonic nurse line via inbound calls from clients/consumers
• Listen to symptoms and questions from client and provide appropriate advice/education as needed using contract specified managed care guidelines and protocols to determine level of care
• Conduct prior authorization, continued stay and referral management activities; interpret information and make decision to ensure it aligns with the benefit program
• Ensure timely reviews and clarify information with beneficiary and/or provider as needed
• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Maintained professional, organized, and safe environment for employees and patrons.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

• Perform classroom observations and give training to instructors; Strong facilitation and classroom management skills for adult learners
• Hire and evaluate faculty to ensure that syllabi and order of curriculum was followed per accrediting educational agency
• Prepare for and maintain accreditation standards for audits; resolve issues identified in audits

• Administer medication via po and parenteral routes
• Educate patients and families on disease process and progression of stages and behaviors
• Note and execute physician orders