Job Search Status
Open to workDesired start date: Open to discussion
Open To Work
Crystal Johnson
Customer Service Representative
Pflugerville,TX
Work Preference
Summary
To further my career in the customer service field. Areas of expertise include customer relations, accounting, data entry, and general office operations. A proven ability to communicate, inspire others, and interpersonal skills are my strong suits.
Professional with experience in healthcare support, skilled in managing patient interactions and administrative tasks. Known for strong collaboration with teams, adapting to changing needs, and consistently achieving results. Proficient in scheduling, patient communication, and problem-solving, with focus on delivering quality service and ensuring patient satisfaction. Reliable and flexible, contributing effectively to team goals and patient care excellence.
Overview
22
22
years of professional experience
Work History
Patient Services Representative
CommUnity Care
06.2025 - Current
- My responsibilities on the PNC PSR team include handling incoming calls from acute patients, new patients, Insurance Companies, DME Companies, Hospitals and other Agencies assisting our patients regarding their health care and access to care question.
- My responsibilities also include transferring patients and other callers to different departments when deemed necessary. Transferring to Referral Team, Triage or to Front Desk at the different Clinics. Sending encounters to the Clinical Team or Front Desk Staff when deemed necessary to assist our patients.
- Responsible for getting patients over to Triage when they are High Priority calling with Trigger words. Using every resource to ensure that our patients are getting the best care from our care Providers and from the staff at our Clinics. Providing patients with the Patient Experience Line phone number to file a complaint if the patients need to file a complaint.
Member Engagement Specialist
Lingo Staffing/IEnergizer
01.2025 - 06.2025
- My responsibilities on the Wellth Team include making calls to members offering them money from their insurance for healthy activities that were being done daily. Informing them of a benefit that they didn’t know they had access to. Encouraging the members to stay on top of health and earn money in the process.
- My responsibilities on the HCD team include making calls to doctor offices to follow the paper trail. Calling through auto-dialer through Five9 making sure that the documentation we sent out to the doctor’s offices has been received. Making sure the paperwork has been signed and they are sending the paperwork to process members DME supplies.
Member Engagement Specialist
Aetna/ CVS
02.2015 - 10.2024
- My responsibilities on the MHNet Customer Service team include handling incoming calls from providers and members regarding member benefits, provider network, authorization, and access to care questions, and setting up authorization in the IDX system. MY responsibilities as a MES for EAP were to assist the members with their benefits for counseling, legal and financial assistance, also assisting members with setting up their authorization number for counseling.
- Assisted with providing them with a list of names of counselors in the area by phone or by email. Help them navigate the EAP website to access their benefits as well, also assisting with in the moment support if needed. As an SME my responsibilities also include training in the benefits and company policies of new hires.
- My proficiencies include provider database queries, understanding and accessing member eligibility and benefit plan structures, authorization entry for some services, and providing information regarding claims and complaints.
- Because MHNet handles behavioral health benefits, active listening and problem-solving are important elements of my job duties. During my time with Aetna, I have consistently maintained my personal metrics at or above team goal expectations.
- I am an effective communicator, attentive listener, patient and diplomatic, motivated team player.
Customer Solutions/ In Warranty Mattress/ Refund Management/ In Warranty Ringer
Sears Holdings
05.2013 - 09.2014
- I was responsible for assisting Customers with Store Complaints, Service Complaints, Setting Service for appliances, Created Cases for complaints, Changed Delivery Dates, used Cash Register to Process Refunds, Exchanges, Cancellation, Sales Adjustments, Returns, and Purchases, Create Mattress Warranty Claims and Service Orders for Inspection.
- Routinely operated office equipment including Personal computers, fax, copy, and adding machines while maintaining excellent customer service and ensuring professional quality.
- Smoothly and accurately maintained multiple customer orders which energized excellent team coordination.
- NC Call Tracker system used in order to work orders for exchanges, refunds, returns and sales adjustments SARA system used in order to pull up Sears receipts showing when customer purchased their products and the delivery date of service, in order to process returns, exchanges, sales adjustments and refunds Manual Register and Virtual Register system used in order to process the returns, exchanges, sales adjustment, refunds and new purchases of appliances.
- MSP system used to process shop your way reward points when offered by the customer service department.
Dispute Resolution Analyst
Superior Technical Resource (NetSpend)
12.2012 - 03.2013
- Research, Analyze and Process claims for Cardholders. Research and analyze disputes in order to process reimbursement of funds to cardholders' accounts, or to accurately determine if a claim is a fraudulent claim for the cardholder.
- Darci, T-Cam, CDE, PIX2 these systems were used to process provisional credit back to the cardholders and to process fraud claims on the member’s account.
Patient Access Rep II
Seton Family of Hospitals
03.2012 - 10.2012
- Verify Patients Insurance and Co-pay through Medicaid website and through Commercial Ins company websites, Collected Co-pays from the patients for services provided by the ER and printed receipts from the computer or gave handwritten receipts for payment, Medical Insurance Terminology.
- DOS system used to update and verify the patient’s personal information for the hospital records or to add the patient to the system.
Customer Care Agent, Administrative Assistant, Dispute Resolution Analyst
Affiliated Computer Services/Xerox/TMHP
09.2004 - 03.2012
- My responsibilities on the TMHP Customer Service team include handling incoming calls from providers regarding member claims, correct procedure codes and correct modifiers to be billed, provider network, helping the providers with the updates in the provider manual online, assisting the providers with other insurance information as required, assisting the providers with new ICD codes when required Transferring calls to correct departments if the provider requested other services.
- My responsibilities also included handling all incoming and outgoing mail for processing thru the bank for TMHP for payments from providers, other insurance companies, and state providers Data Entry for keying in the checks received and processed thru the bank for payment Processed and printed checks every Friday for payments to State Agencies and other Insurance Companies.
- My responsibilities also included Research and analyze disputes in order to process provisional credit to cardholders account, or to accurately determine if claim is a fraudulent claim for the cardholder Processed stop payment on customers accounts for recurring monthly payments.
Education
High School Program Graduate -
Zenith
Austin, Texas01-1991
Skills
- Customer service
- HIPAA compliance
- Insurance verification
- Insurance verifying
- Appointment scheduling
- Patient confidentiality
- Data entry proficiency
- Patient education
- Directing callers
- Verbal and written communication
- Phone etiquette
- Healthcare industry
- Clinical data entry
- Appointment confirmation
- Typing 45 wpm
- Problem-solving
- Patient registration
- Data entry
- Policy understanding
- Complaint processing
- Attention to detail
- Punctual and hardworking
Timeline
Patient Services Representative
CommUnity Care
06.2025 - Current
Member Engagement Specialist
Lingo Staffing/IEnergizer
01.2025 - 06.2025
Member Engagement Specialist
Aetna/ CVS
02.2015 - 10.2024
Customer Solutions/ In Warranty Mattress/ Refund Management/ In Warranty Ringer
Sears Holdings
05.2013 - 09.2014
Dispute Resolution Analyst
Superior Technical Resource (NetSpend)
12.2012 - 03.2013
Patient Access Rep II
Seton Family of Hospitals
03.2012 - 10.2012
Customer Care Agent, Administrative Assistant, Dispute Resolution Analyst
Affiliated Computer Services/Xerox/TMHP
09.2004 - 03.2012
High School Program Graduate -
Zenith