Summary
Overview
Work History
Education
Skills
Timeline
Generic

Dianne Johnson

Summary

Performing Level 2 work for the past year and a half for the Greenway Clearinghouse Services Team. Experienced Support Technician with over 30 years of experience in Medical Practice Management software support. Excellent reputation for resolving problems quickly, delivering high levels of customer satisfaction.

Overview

29
29
years of professional experience

Work History

Senior Client Care Technician

Greenway Health
03.1995 - Current

April 2023 - Current:

Senior Client Care Technician for Greenway Clearinghouse Services (GCS)

  • Work escalated cases for claims, missing ERAs, eligibility issues from support. Enlisting the help of our vendors (Availity, Change Healthcare, Optum, Inovalon) when needed. This is for both GCS and GCH (when GCH was still active) Closing cases when they are resolved.
  • Add new users to Greenway Clearinghouse (GCS) or assist with user login problems. If the user still has issues logging in I reach out to GCS Production Services for assistance. Once the user has access I train them how to use GCS.
  • Create proactive cases for reported Damaged and/or Pending Claim Batches that cannot process. Reviewing the batch to determine the problem using resources that are available. Once the problem claim(s) is found notify the practice and guide them on how to correct and resubmit the file. Occasionally the batch just needs to be reprocessed which is done through GCS > batch management
  • Escalate issues to Research & Development or Production Services when applicable.
  • Create articles for Greenway's Knowledge Base
  • Answering phone calls routed to the Greenway Clearinghouse Team


March 1995 - April 2023:

Senior Client Care Technician

  • Level 2 tech for 20+ years, working with software development team on
    reporting errors and bugs on newly released software and assisted in deployment of release fixes. Escalating to L3 when necessary.
  • Educated patients about procedures, answered questions, and provided comforting words to control anxiety and enhance procedure results.
  • Answering inbound calls in a friendly manner identifying any concerns/issues the client may have providing the best resolution possible.
  • Triaging and assisting clients in setting up, submitting and correcting electronic claims.
  • Knowledgeable of medical billing and practice management.

Education

No Degree -

Kennesaw State University
Kennesaw, GA

Skills

    Customer Service expert
    Application support
    Technical Support Triage
    Interpreting ANSI 837 claims both professional and institutional

Timeline

Senior Client Care Technician

Greenway Health
03.1995 - Current

No Degree -

Kennesaw State University

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Dianne Johnson