Angela Johnson
Summary
Dynamic leader with a proven track record at Capital Area Health Network, enhancing patient experience and operational efficiency. Skilled in staff training and quality controls, I significantly improved patient satisfaction scores and streamlined processes. Expert in complaint resolution and performance updates, my approach boosts productivity and fosters a positive environment.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Autism Care Demonstration Specialist
TriWest Healthcare Alliance
Phoenix, AZ
03.2025 - Current
- Delivered administrative support for Autism Care Demonstration (ACD), assisting beneficiaries and clinical staff.
- Enabled access to specialized services for TRICARE beneficiaries with Autism Spectrum Disorder (ASD).
- Partnered with Autism Services Navigators to identify barriers to care and locate providers.
- Prioritized and organized workloads while maintaining attention to detail and efficiency.
- Engaged empathetically with families to address needs and concerns in a virtual environment.
Patient Experience Manager
Capital Area Health Network
10.2023 - 01.2025
- Ensured compliance with regulatory guidelines for patient care and safety standards.
- Collaborated with healthcare providers on training initiatives designed to improve the quality of care provided to patients.
- Conducted regular site visits at various locations within the healthcare system in order to evaluate the quality of care received by patients.
- Monitored performance metrics related to patient satisfaction scores, wait times, readmission rates., as part of ongoing efforts to improve overall satisfaction levels.
- Provided guidance on customer service practices that would help ensure a positive experience during each interaction between staff members and patients.
- Communicated with patients with compassion while keeping medical information private.
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
Call Center Manager
Capital Area Health Network
05.2022 - 10.2023
- Hiring and training qualified candidates to solve patients needs
- Overseeing the day to day monitoring of the call ques and forecasting future resources needed for the call center
- Working closely with front desk staff for all 6 locations to help implement best practices to ensure a better patient experience when interacting with front office staff
- Identifying and solving call center problems of efficiency or customer satisfaction
- Analyze call center data and prepare reports for upper management
- Processed weekly payroll for all staff
- Assisted and help trained with the onboarding with recent acquisition of the new Pediatric Office
Call Center Supervisor
Maximus Federal
11.2012 - 01.2021
- Supported efforts to enhance the function of the call center and assist the customer service representatives with any issues, questions and concerns
- To enhance the Medicare beneficiary’s experience with the 1-800 Medicare system
- Kept track of and verified the csr's time cards, and attendance points
- Made sure that reports are up to date with the most current information
- Kept management up to date with information on each csr
- Monitored Customer Service Representative, responses, and information provided when assisting beneficiaries
- Provided quality assurance monitoring for Customer Service Representatives
- Collaborated with Representative’s supervisors to determine the best way to help the representative to improve their interactions with our beneficiaries
- Built relationships between representatives, supervisors, and myself
- Also assisted Training Department with new hire training
- Assisted Human Resources with New Hire Job Fairs
- Worked closely with HR and management
Customer Service Representative Tier II
General Dynamics
10.2010 - 11.2012
- Responsible for taking calls to assist Medicare beneficiaries with coverage, and eligibility needs
- Assisting consumers in enrolling into Medicare Prescription Drug Plans and Medicare Advantage plans
- Assisted consumers with enrolling into Marketplace Health Insurance
- Provide the caller’s with accurate and complete information
- Strong verbal and audio skills
- Building rapport with the consumers
Bankruptcy Specialist
Suntrust Bank (Exclusive staffing)
02.2009 - 01.2010
- Collaborated with healthcare providers on training initiatives designed to improve the quality of care provided to patients.
- Ensured compliance with regulatory guidelines for patient care and safety standards.
- Conducted regular site visits at various locations within the healthcare system in order to evaluate the quality of care received by patients.
- Provided guidance on customer service practices that would help ensure a positive experience during each interaction between staff members and patients.
- Monitored performance metrics related to patient satisfaction scores, wait times, readmission rates., as part of ongoing efforts to improve overall satisfaction levels.
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
Education
Bachelors - Healthcare Administration
ECPI Technical Institute
Skills
- Staff training
- Quality controls
- Productivity benchmarks
- Complaint resolution
- Credit adjustments
- Performance updates
Certification
- Claims Part A & B
- DME 1&2
Timeline
Autism Care Demonstration Specialist
TriWest Healthcare Alliance
03.2025 - Current
Patient Experience Manager
Capital Area Health Network
10.2023 - 01.2025
Call Center Manager
Capital Area Health Network
05.2022 - 10.2023
Call Center Supervisor
Maximus Federal
11.2012 - 01.2021
Customer Service Representative Tier II
General Dynamics
10.2010 - 11.2012
Bankruptcy Specialist
Suntrust Bank (Exclusive staffing)
02.2009 - 01.2010
Bachelors - Healthcare Administration
ECPI Technical Institute
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