Summary
Overview
Work History
Education
Skills
Timeline
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Dorethea Johnson

Austin,Texas

Summary

Dynamic professional with a proven track record at Ibex Global top performer VIP team member, excelling in customer service and data entry. Leveraged teamwork and collaboration to enhance service delivery, achieving above-average attainment reports. Skilled in Microsoft Office and adept at managing high-volume calls, consistently prioritizing problem resolution and customer satisfaction.

Overview

19
19
years of professional experience

Work History

Customer Care Representative

Ibex Global
02.2022 - Current
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • · Sign up new customers and provide answers to service inquiries
  • · Execute changes to existing customer accounts, process plan upgrades/downgrades
  • · Resolve questions and open tickets to escalate issues as needed
  • · Follow up with internal employees and external customers to resolve issues

Administrator Assistant

Jemie Johnson Vaughn LCCH
05.2005 - Current
  • Performed routine clerical tasks by scanning, filing, and copying documents.
  • Performed routine analysis and calculations to process data for internal reports.
  • Assisted in budget preparation and tracking expenses, contributing to more accurate financial management.
  • Streamlined office operations by implementing efficient filing and organizational systems.
  • Used Software and Software to manage accounts payable and accounts receivable.
  • Developed positive relationships with clients through excellent customer service skills during phone calls or face-to-face interactions.
  • Organized company-wide training sessions which resulted in increased employee knowledge about specific topics.
  • Screened phone calls to take messages and route calls to appropriate personnel.
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.

Appeals and Grievance Specialist

Superior Health Plan
11.2014 - 05.2018
  • Processed and finalized appeals and grievances within agreed-upon turnaround time.
  • Remained knowledgeable regarding company policies and procedures and current developments within operational departments.
  • Completed in-depth investigations into issues pertaining to discipline and grievance management and recommended strategies.
  • Submitted verbal and written notification to members and providers.
  • Managed grievance cases for timely resolutions, enhancing company reputation.
  • Analyzed case data to identify trends in complaints, informing proactive efforts to improve overall customer experience.

Retention Representative(Inbound Sales Team)

Time Warner Cable
10.2013 - 03.2014
  • Built rapport with customers through active listening and empathetic understanding of their needs.
  • Handled customer escalations effectively, resolving concerns promptly and professionally.
  • Inform customer regarding our services/pricing and competitors, problem-solving, diffuse situations, and point out new value and result in an upsell.
  • Except payment, payment arrangements, and Tech I trouble shooting.

Physician Specialist/Sales

The Scooter Store
05.2012 - 03.2013
  • Educated patients on preventative measures, contributing to a decrease in hospital readmissions.
  • Developed strong rapport with colleagues and staff members, promoting teamwork within the workplace environment.
  • Coordinated patient referrals with specialists for optimal continuity of care throughout treatment process.
  • Documented interactions using correct format, codes and facility standards for optimal medical care.
  • Receiving patients profile after pre-qualified screening, checking patients insurance, updating profile/insurance if needed.
  • sending out documents based on patients insurance, once information received self triaging information and send file to Medical review.
  • Setting up home evaluations/seating evaluations based on patients insurance, physical therapy evaluations, or quotes.
  • Using company data base to fulfill the needs of all patients, maintaining over 100 patients, out bound and in bound calls to update patient on status of receiving a power chair/scooter and calling Dr. Offices.
  • Sending correction letter to Dr. Offices if needed, working closely with nursing staff at Dr. Offices.
  • Meeting weekly and monthly goals, keeping attainment report above average at all times. Faxing, copying, scanning, strong data entry, Microsoft word, excel and outlook.

Customer Service Representative

ACS State Health Care
03.2009 - 11.2009
  • Handle incoming high volume calls for Medicaid Providers, Prior Authorization, Dental, Vision, Hearing, Medical Verification.
  • Verified date of previous medical service. Assist provider will medical billing codes and claim errors.
  • Verified date claim was submitted and when payment was mailed.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Sought ways to improve processes and services provided.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Program Tech

Maximus
01.2006 - 03.2009
  • Reduced meeting inefficiencies, introducing effective agenda planning techniques.
  • Worked effectively in fast-paced environments.
  • Enters and receives applications, documents and renewals, works with imaged documents to carry out functions.
  • Accurately enters all appropriate information implements data entry requirements in a timely manner.
  • Processes applications and ascertains appropriate level of eligibility status.
  • Determines Chip eligibility, identifies potential Medicaid Referrals.
  • Updates database when there are changes in circumstances or eligibility status.
  • Meets individual unit performance goals and standards, responsible for all activities associated with application processing and eligibility determination.
  • Performs other duties as may be assigned by management.

Education

Doctor Of Psychology -

Southern New Hampshire University
Manchester, NH

Director Certification - Early Childhood Care And Education

Child Protective Services
Austin, TX
07.2022

Medical Assistant Certification -

Southern Careers Institute
TX
05.2020

Skills

  • Customer Service
  • Inbound Customer Service
  • Data Entry
  • Call center experience
  • Complaint Handling
  • Problem Resolution
  • Payment Processing
  • First Call resolution
  • Order Processing
  • Appointment Scheduling
  • Documentation And Reporting
  • Billing coordination
  • Computer Skills
  • Teamwork and Collaboration
  • Microsoft Office
  • ,Inventory Control
  • Filing Alpha and Numerically
  • MS Works, 10-Key By Touch, Fax Machine, Xerox Machine, Video Conference, Quick Books,
  • Typing 55-65 WPM, Excel, Computer Operations
  • Bookkeeping, Billing and Decoding

Timeline

Customer Care Representative

Ibex Global
02.2022 - Current

Appeals and Grievance Specialist

Superior Health Plan
11.2014 - 05.2018

Retention Representative(Inbound Sales Team)

Time Warner Cable
10.2013 - 03.2014

Physician Specialist/Sales

The Scooter Store
05.2012 - 03.2013

Customer Service Representative

ACS State Health Care
03.2009 - 11.2009

Program Tech

Maximus
01.2006 - 03.2009

Administrator Assistant

Jemie Johnson Vaughn LCCH
05.2005 - Current

Doctor Of Psychology -

Southern New Hampshire University

Director Certification - Early Childhood Care And Education

Child Protective Services

Medical Assistant Certification -

Southern Careers Institute

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Dorethea Johnson