Carmita Johnson
McDonough,Georgia
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Ocean Customer Support Rep II
UPS Supply Chain Solutions
Atlanta , GA
2021.11 - 2024.02
- Managed end-to-end process for Export shipments
- Delivered prompt responses to customer inquiries, resolving non-technical issues
- Met booking expectations by effectively processing vital information from steamship line, plant, and co-loaders.
- Create shipping instructions and Bill of Lading for the steamship line.
- Managed invoice filing, creation, and coordinated with carriers to track shipment statuses until vessels set sail.
- Identified and assessed customers' requirements, directing them to relevant service or technical departments for further assistance.
- Achieved resolution of routine and some non-routine, more complex problems by effectively communicating solutions or requested information to the customer.
Administrative Assistant
Georgia State University
Atlanta , Georgia
2016.01 - 2020.01
- Delivered effective administrative support by performing various tasks including mailing, scanning, faxing, and copying for the management team.
- Worked with the AIS Journal Editors in entering the DOI's for the journals as well as maintaining a master list of all journal and article DOI
- Maintained electronic and hard copy filing system.
- Open, sort, and distribute incoming correspondence.
- Performed precise data entry and document scanning
- Provided support in addressing administrative issues.
- Assisted customers by answering their calls and addressing their inquiries.
- Prepared and modified documents including correspondence, reports, drafts, memos and emails
- Scheduled and coordinated meetings, appointments, and travel arrangements.
- Managed inventory and procurement of office supplies for the department
- Maintained oversight of invoice preparation and monitoring.
- Processed payments as needed.
- Scheduled and organized executive mailings and deliveries.
- Issued notifications about scheduled meetings.
- Ensured the office is kept clean and organized at all times.
- Maintained positive and professional staff and client relationships.
Discrepancy Analyst
Parallon Business Solutions
Norcross , Georgia
2012.01 - 2016.01
- Ensured accuracy in daily census reconciliation, report balancing, and data management.
- Utilized proficient knowledge of payer contracts to drive efficiency and costs savings for the leading insurance company.
- Researched, settled high-dollar accounts, and posted mathematical calculations.
- Configured reimbursements by performing mathematical calculations.
- Modified entry transactions as required
- Reviewed and revised fee schedules to align with new payer agreements
- Processed accounts payable and receivable as needed.
Client Service Specialist
Health Alliance Plan
Detroit , Michigan
2004.01 - 2010.01
- Managed billing process for medical and commercial carriers, ensuring accurate and timely submission of claims
- Developed spreadsheets for tracking claim checks for physicians.
- Verified insurance eligibility and obtained referral or prior authorization for members' outpatient and inpatient visits.
- Conducted research on ICD-9 codes, ensuring accurate verification of changes and subsequent update of patient demographics.
- Managed and processed insurance claims efficiently.
- Acquired extensive understanding of medication and pharmaceuticals
- Established and maintained patient profiles.
- Delivered exceptional customer service to both internal and external clients.
- Managed the tasks of processing prescriptions and performing verification checks for multiple dispensed systems concurrently.
Case Manager
Henry Ford Systems
Detroit , Michigan
2001.01 - 2004.01
- Directed clients towards psychological and psychiatric evaluations while focusing on their transitional planning
- Assessed referrals concerning individuals affected by HIV or exhibiting potential risks, ensuring appropriate testing and follow-up.
- Prepared weekly case management reports for clients facing mental health concerns, addressing behavioral issues.
- Educated family members on mental health and insurance guidelines (HIPAA)
- Worked alongside clients and families, promoting the effective use of community resources.
- Mentored individuals in conquering social and emotional obstacles.
Education
Cyber Security -
University Of Phoenix
Atlanta, Georgia12.2026
Medical Terminology -
Henry Ford Health System
Detroit, Michigan12.2007
Psychology -
Oakland County Community College
Southfield, Michigan12.1996
Skills
- Communication
- Active listening
- Empathy
- Warmth
- Problem-solving
- Dedication
- Time management.
- Stress management
- Client Relations
- Critical Thinking
- Analytical Thinking
- Process Optimize
- Complaint resolution
- Product Knowledge
- Appointment Scheduling
- Call Management
- Data Entry
- Typing 35-40 WPM
- Coordination
- Problem-solving abilities
- Prioritization
- Grammar
- Documentation
- Positive and professional
- Problem Resolution
- Computer Proficiency
- Project management abilities
- Follow-up skills
- Customer Service
- Medical terminology knowledge
- Microsoft Office expertise
- High-energy attitude
- MS Word
- MS Outlook
- MS Office
- Lotus Notes
- PowerPoint
- Digital Object Identifier/DOI
Qualifications Summary
- Over 30 years of relevant experience in customer service, administration, client relations, Logistics, data entry, manage care, contract reimbursements, logging, medical coding, medical transcripts, knowledge of, Niterprise EMR, SAP, and billing software
- Hardworking, motivated, energetic, dedicated, and professional individual able to assist clients in a conscientious and pleasant manner
- Outstanding oral and written communication skills
- Strong ability to multitask, organized, disciplined and detail oriented
- Excellent knowledge of medical related rules and regulations
- Broad understanding of medications
- Specific knowledge and experience with Medicare and Medicaid
- Knowledge to analyze data
- Provide general administrative and clerical support
- Schedule and coordinate meetings
- Scheduled appointments and travel arrangements
- Perform data entry and scan documents-assist in resolving any administrative problems
Certification
- Cargo Wise Certified
Timeline
Ocean Customer Support Rep II
UPS Supply Chain Solutions
2021.11 - 2024.02
Administrative Assistant
Georgia State University
2016.01 - 2020.01
Discrepancy Analyst
Parallon Business Solutions
2012.01 - 2016.01
Client Service Specialist
Health Alliance Plan
2004.01 - 2010.01
Case Manager
Henry Ford Systems
2001.01 - 2004.01
- Cargo Wise Certified
Cyber Security -
University Of Phoenix
Medical Terminology -
Henry Ford Health System
Psychology -
Oakland County Community College
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