Ayana Johnson
Houston
Summary
Healthcare Customer Service Representative and Enrollment Specialist with over 4 years of experience supporting clients, improving service quality, and optimizing operational workflows. Skilled in policy interpretation, de-escalation, admissions support, and data management, with a proven track record of enhancing customer satisfaction and retention. Adept at navigating healthcare systems, enrollment processes, and tech support tools to deliver accurate, efficient, and empathetic assistance. Recognized for strong communication, problem-solving abilities, and a collaborative, results-driven approach.
Overview
5
5
years of professional experience
Work History
Enrollment Specialist
Blue Cross Blue Shield of Minnesota
Remote
11.2023 - 08.2025
- Assisted patients and members with healthcare benefit enrollment and plan selection. Verified eligibility and processed renewals efficiently. Explained insurance options and coverage details in clear language. Updated member information accurately in healthcare enrollment systems. Processed applications and verified documentation for compliance with regulations.
- Explained insurance options, coverage details, co-pays, and enrollment timelines in clear, easy-to-understand language.
- Entered and updated member information with high accuracy in healthcare enrollment systems (e.g., Epic, Availity, Salesforce, or company-specific platforms).
- Processed applications and verified documentation to ensure compliance with federal/state regulations, HIPAA, and organizational policies.
Data Entry Clerk
RemX
01.2024 - 03.2025
- Managed high-volume fax processing, consistently meeting tight deadlines.
- Identified and resolved data discrepancies, maintaining data integrity.
- Worked closely with cross-functional teams to streamline data flow.
- Provided timely support to colleagues, fostering a cooperative environment.
- Drove customer satisfaction through personalized sales strategies.
Customer Service Sales Expert
Asurion
01.2023 - 12.2023
- Fostered strong team relationships, sharing best practices and supporting colleagues.
- Mentored new team members, sharing industry knowledge and techniques.
- Reviewed medical charts for accuracy before faxing, ensuring compliance and reducing errors by 15%.
Healthcare Customer Service Representative
Acclara
10.2020 - 01.2023
- Entered data into tracking systems, maintaining up-to-date records.
- Reviewed incoming documents, streamlining workflow.
- Implemented processor optimization strategies, improving speed.
- Responded promptly to high call volumes, enhancing satisfaction.
- Leveraged software to track interactions and proactively address needs.
- Handled complex inquiries, ensuring efficient resolution.
Tech Support Representative (Remote)
Concentrix
03.2022 - 12.2022
- Delivered remote technical support for customers, troubleshooting hardware, software, and connectivity issues.
- Assisted clients with account access, password resets, and application navigation via phone, chat, and email.
- Logged issues and resolutions in CRM systems, helping strengthen the internal knowledge base.
- Translated technical terms into clear, simple language for non-technical users, boosting satisfaction.
- Met performance targets by resolving high-volume support tickets while maintaining quality standards.
Education
undefined
Houston Community College
Associate of Applied Science - Medical Sonography
The College of Health Care Professions-Northwest
04.2026
Skills
- Achieved high levels of customer retention through effective inbound call management and problem-solving strategies Enhanced team performance in claims processing and data entry by implementing efficient scheduling practices Delivered exceptional remote customer service through compliance with policies and tech support expertise
Timeline
Data Entry Clerk
RemX
01.2024 - 03.2025
Enrollment Specialist
Blue Cross Blue Shield of Minnesota
11.2023 - 08.2025
Customer Service Sales Expert
Asurion
01.2023 - 12.2023
Tech Support Representative (Remote)
Concentrix
03.2022 - 12.2022
Healthcare Customer Service Representative
Acclara
10.2020 - 01.2023
undefined
Houston Community College
Associate of Applied Science - Medical Sonography
The College of Health Care Professions-Northwest