Brittnie Johnson
Monroeville,PA
Summary
A hardworking, trustworthy and highly skilled individual Offering a strong foundation in HR principles and a genuine desire to learn and grow. Contributes to a collaborative and supportive work environment, with focus on effective communication and conflict resolution. Ready to use and develop skills in employee relations and data management in an administrative role.
Overview
10
10
years of professional experience
1
1
Certification
Work History
HR Services Advisor
Evoqua Water Technologies
05.2023 - 12.2024
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Coordinated company events, such as benefit fairs including but not limited to food and beverage coordination, creating flyers, table set ups and more.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Coordinated workplace safety initiatives, reducing the number of accidents, injuries, and lost workdays significantly over time.
- Completed daily reports (leave of absence) via Microsoft Excel and various Microsoft office applications to ensure compliance guidelines were met in regards to employee leave of absence, retirement, parental leave and time and attendance.
- Evaluated the effectiveness of existing HR policies and recommended improvements, resulting in increased employee satisfaction and retention rates.
- Created training programs tailored to specific department needs, boosting skillsets, and job satisfaction levels among employees.
- Improved company culture by facilitating team-building exercises and fostering open communication channels.
- Enhanced employee satisfaction by developing and implementing comprehensive benefits programs.
- Worked closely with brokers and consultants on renewals and evaluations of current benefit plan designs.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Implemented open enrollment system to streamline benefits processes for employees.
- Built relationships with vendors to foster quality service delivery.
- Assisted with design and implementation of various employee benefits programs.
- Served as primary point of contact for employee benefits inquiries, resolving issues promptly and accurately.
Support Associate Liaison
AmerisourceBergen
09.2022 - 02.2023
- Increased support quality with thorough troubleshooting and problem-solving techniques.
- Monitored employee and customer interactions to assess quality of service.
- Exceeded customer expectations by going above and beyond standard support protocols when necessary, resulting in increased satisfaction rates.
- Consistently met or exceeded performance metrics, showcasing dedication to providing exceptional support services.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Managed schedules, accepted time off requests and found coverage for short shifts.
Medical Billing Specialist- AR
United Health Group, USA
07.2019 - 05.2021
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Posted and adjusted payments from insurance companies.
- Communicated effectively and extensively with other departments to resolve claims issues.
- Located errors and promptly refiled rejected claims.
- Examined patients' insurance coverage, deductibles, insurance carrier payments and remaining balances not covered under policies when applicable.
- Researched CPT and ICD-9 coding discrepancies for compliance and reimbursement accuracy.
- Collected payments and applied to patient accounts.
- Filed and updated patient information and medical records.
- Used data entry skills to accurately document and input statements.
- Audited and corrected billing and posting documents for accuracy.
Medicare Customer Service Representative
UPMC Health Plan
09.2016 - 08.2018
- Enhanced customer satisfaction by efficiently addressing and resolving Medicare-related inquiries.
- Provided exceptional support to Medicare beneficiaries, guiding them through coverage options and plan details.
- Managed a high volume of inbound calls, adeptly navigating multiple systems while maintaining focus on customer needs.
- Maintained strong working knowledge of Medicare regulations, ensuring accurate information dissemination to clients.
- Assisted in enrollment processes for new beneficiaries, providing clear guidance through each step for seamless transitions into coverage plans.
- Educated customers on preventative care measures, promoting overall health and wellness among beneficiaries.
- Supported department goals by consistently meeting or exceeding established metrics related to call quality, timeliness, and accuracy.
- Streamlined claim processing for quicker reimbursements, diligently reviewing submitted documentation.
- Established trust among customers by demonstrating empathy during challenging situations, providing reassurance, and offering expert guidance on available resources.
- Reduced call handling time with efficient problem-solving skills and comprehensive knowledge of Medicare policies and procedures.
Customer Service Representative
PNC Bank, NA
05.2015 - 03.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
- Developed strong relationships with clients through personalized service, building trust and loyalty with the bank.
Education
Bachelor of Science - Human Resources Management
Southern New Hampshire University
Hooksett, NH09-2026
Associate - Event management
The Art Institute of Pittsburgh
Pittsburgh, PA12.2016
Diploma -
Woodland Hills Senior High School
06.2007
Skills
- Call Center
- Customer Service
- CSR
- Customer Care
- Customer Support
- MS Office
- Billing
- Data Entry
- Clerical
- Word
- Sales
- Medical Terminology
- Organizational Skills
- Time Management
- Outlook
- Medical Billing
- Medical Collection
- Medical Coding
- CPT Coding
- Insurance Verification
- Medical Records
- Multi-line Phone Systems
- Insurance
- ICD-10
- Cash application
- Medical scheduling
- Document review
- Medical documentation
- ICD-9
- SharePoint
- HIPAA
- Typing
- Mortgage servicing
- Microsoft Outlook
- Documentation review
- Accounts Receivable
- Phone Etiquette
- Medicare
- Microsoft Word
- Microsoft Office
- Microsoft Excel
- Management
- Supervising experience
- Training & development
- Dayforce
- Workday
- Onboarding
- Human Resources
- HR policies and procedures
- HIPAA compliance
- Assertiveness
- Influencing skills
- Claim submission
- MS office
- De-escalation techniques
- Dispute resolution
- Professional telephone demeanor
- Compensation and benefits
- Multi-line phone talent
- Customer relationship management
- Training and coaching
- Office equipment proficiency
- High-pressure environments
- Teamwork
Certification
- Driver's License
- Covid-19 Contact Tracing, 07/27/20
Personal Information
Work Permit: Authorized to work in the US for any employer
Assessments
- Data entry: Attention to detail, Advanced, 08/01/21
- Attention to detail, Advanced, 08/01/22
- Work style: Reliability, Advanced, 08/01/21
- Protecting patient privacy, Advanced, 01/01/23
Timeline
HR Services Advisor
Evoqua Water Technologies
05.2023 - 12.2024
Support Associate Liaison
AmerisourceBergen
09.2022 - 02.2023
Medical Billing Specialist- AR
United Health Group, USA
07.2019 - 05.2021
Medicare Customer Service Representative
UPMC Health Plan
09.2016 - 08.2018
Customer Service Representative
PNC Bank, NA
05.2015 - 03.2016
Associate - Event management
The Art Institute of Pittsburgh
Diploma -
Woodland Hills Senior High School
Bachelor of Science - Human Resources Management
Southern New Hampshire University
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