Gelene Johnston

• Calculate quotes and educated potential clients on insurance options.
• Recommend type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
• Leverage knowledge of company insurance products and services to advise customers on appropriate choices.
• Improve client satisfaction by providing tailored insurance solutions and exceptional customer service.
• Establish trust with clients through transparent communication regarding policy costs, coverages, exclusions, limitations, endorsements or riders available upon request.

• Communicated with insurance providers to resolve denied claims and resubmitted.
• Posted and adjusted payments from insurance companies.
• Assisted patients with understanding their medical bills and provided clarification on complex insurance issues, promoting a positive customer experience.
• Enhanced revenue collection through diligent follow-up on unpaid claims and denials with insurance companies.
• Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.

• Room patients and gather health history and information
• Perform various testing to gather data the doctor requires including retinal imaging, scans, pressure readings, and visual acuities
• Complete charts and fax notes to the patient's various other health providers
• Ensure proper diagnosis/ICD-10 codes to satisfy insurance requirements
• Assist with insurance questions, eligibility, and prior authorizations of medications and glasses.
• Fax referrals and medical records requests as needed
• Receive and respond to patient messages, coordinating with the Doctors for their care
• Prepare charts ahead of appointments and request additional records as needed
• Order trial contact lenses and provide training to first-time wearers
• Data-entry, scanning, and filing of patient records
• Took it upon myself to cross-train in other departments in order to be an asset to the company, especially while short-staffed.

• Maintained patient records systems by archiving, scanning and indexing important documents and files.
• Identified new methods to optimize medical records management.
• Processed medical records requests from outside providers according to facility, state, and federal law.
• Developed and maintained organized filing system for medical records to adhere to HIPAA regulations.
• Analyzed complex medical records to identify discrepancies in accuracy and completeness.
• Reviewed charts and flagged incomplete or inaccurate information.
• Scanned medical records in digital format for easy retrieval and accessibility.
• Input data into computer programs and filing systems.

• Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
• Organized paperwork such as charts and reports for office and patient needs.
• Adhered to strict HIPAA guidelines to protect patient privacy.
• Managed multi-line phone system and pleasantly greeted patients.
• Checked patient insurance, demographic, and health history to keep information current.

This was a seasonal position

• Protected individual confidentiality as prescribed by local, state, and federal mandates.
• Donned and removed personal protective equipment (PPE) per company protocols.
• Obtained temperatures of visitors and employees at entry of facility and asked screening questions.
• Maintained safe and sanitary environment by conducting regular disinfecting and cleaning measures.
• Communicated changes in COVID-19 protocols to staff and visitors to provide real time information and enhance preparation.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responded to customer calls and emails to answer questions about products and services.
• Exhibited high energy and professionalism when dealing with clients and staff.

• Answered customer telephone calls promptly to avoid on-hold wait times.
• Provided primary customer support to internal and external customers.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.

• Helped streamline repair processes and update procedures for support action consistency.
• Diagnosed and troubleshot hardware, software and network issues.
• Responded to customer inquiries and provided technical assistance over phone
• Triaged incoming phone calls according to level of urgency

• Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
• Performed intake of new patients, gathering information and scheduling consultations
• Organized documents to manage paper and electronic filing systems of clients.
• Contacted clients to schedule appointments and discuss progress of cases.
• Daily use of Microsoft Office, filing, scanning, and faxing.

• Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
• Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
• Provided positive first impressions to welcome existing, new, and potential customers.
• Helped customers locate products and checked store system for merchandise at other sites.
• Rotated stock and restocked shelves to maintain product availability and store appearance.

• Educated clients on health and safety of tanning facilities and procedures.
• Utilized knowledge of tanning products and skin types to tailor customers' tanning experiences.
• Scheduled clients based on number of beds and booths with consideration of walk-in averages.
• Informed and demonstrated how to use tanning equipment to new clients
• Maintained clean and stocked front counter area

Summer Position Upon Graduating High School

• Provided clerical support to company employees by copying, faxing, and filing documents.
• Maintained organized files and stocked supplies to support team needs and maximize performance.
• Completed clerical tasks such as filing, copying, and distributing mail.
• Managed daily data entry and kept clerical information accurate and up-to-date.