CJ Johnson
Port Orchard
Summary
Efficient Client Support Specialist with a strong background in exceptional customer service and support. Leveraging problem-solving skills to enhance service delivery and improve customer satisfaction. Demonstrating expertise in conflict resolution and effective communication, ensuring seamless interactions with clients and resolving issues promptly. Committed to delivering top-notch support to drive positive outcomes for both customers and the organization.
Overview
10
10
years of professional experience
Work History
Social Service Specialist 3
Department of Child, Youth & Families
10.2021 - 06.2025
- Conduct thorough interviews to determine eligibility for services.
- Provide client referrals to optional and mandatory services through other agencies.
- Coordinated benefits processing, including enrollments, terminations and claims.
- Monitored compliance with federal and state regulations concerning employee benefits.
- Participated in benefits renewal process, analyzing proposals and making recommendations.
- Educated families about parenting skills, self-sufficiency strategies and conflict resolution techniques.
- Collaborated with interdisciplinary teams to ensure quality care for clients.
- Used knowledge of successful crisis intervention techniques and supportive problem-solving to achieve treatment goals.
- Provided emotional support during difficult times to help individuals cope with life challenges.
- Implemented and formulated tailored treatment plans with needs evaluation and patient psychosocial functioning.
- Developed benchmarks for measuring and monitoring strategic changes and organizational goals.
- Acted as consultant to community programs by interpreting regulations and policies.
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
Lead Care Coordinator
Cerebral Inc
12.2015 - 10.2021
- Responded promptly and effectively to client inquiries, emails, and chats.
- Reviewed patient cases, and provided advice, direction, and support.
- Educated patients about their care plan.
- Established and maintained client care records using an EMR system.
- Tracked prescriber information, schedules, files, and forms in a confidential manner.
- Prepared documentation, reports, and logs to identify and manage metrics and support process driven activities.
- Implemented strategies to improve customer experience, retention, and loyalty.
- Established a customer satisfaction rating of 90% and a retention increase of 15%.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Organized and led daily activities for programs, including forecasting, scoping, and project planning.
- Oversaw implementations end to end to ensure program success, including analyzing and interpreting data, setting up proper controls and monitoring, and developing program metrics.
- Oversaw team members directly, mentored, and promoted colleagues' growth and professional development.
- Managed and resolved any conflicts within the team to ensure smooth operations.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
Education
Master of Science - Psychology
University of Phoenix
Tempe, AZ01.2016
Bachelor of Science - Psychology
University of Phoenix
Tempe, AZ01.2013
Skills
- Strong attention to detail
- Cross-functional coordination
- Claims management
- Prior authorization processing
- Insurance verification
- Data entry proficiency
Communication Skills
Exceptional written and verbal communication skills, with the ability to provide constructive feedback and collaborate effectively with clients, stakeholders, and providers. Have great typing skills and the ability to connect with clients.
Languages
English
Native/ Bilingual
References
References available upon request.
Timeline
Social Service Specialist 3
Department of Child, Youth & Families
10.2021 - 06.2025
Lead Care Coordinator
Cerebral Inc
12.2015 - 10.2021
Master of Science - Psychology
University of Phoenix
Bachelor of Science - Psychology
University of Phoenix
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