Jasmine L. Johnson

• Company Overview:

Maryland Medicaid remote call center for behavioral health / mental

health services.

• CSR as a contractor and transitioned into a full-time employee for the company.
• HIPPA trained.
• Assist callers by providing Behavioral Health Provider referrals, correcting customer service-level authorization changes or submit tasks for requests that require a higher-level-of-care or clinical review, transfer caller to the Crisis Team for Members that show self-harm concerns, provide the caller Behavioral Health resources to Providers and Members regarding Policies & Billing, assist Providers with becoming an in-network Provider, referring Maryland Health Department policies to Providers that need detailed Information regarding Maryland Behavioral Health for Maryland Medicaid, Submitting case worker requests for Members that need help, transferring Calls to related dept. ( For Crisis team, ABA / Autism team, or Clinical Team ), submit escalations when a supervisor is requested, Or submitting Tasks for Provider or Member requests that require Clinical review or a Different dept. to resolve that are unavailable on a customer service-level.
• Systems I used as a call center representative for data entry and Research purposes included: MS Outlook (For emails & communication.), MS Teams (Supervisor updates & Team chat.), MS OneNote (For call documentation.), MS Edge and Google Chrome (Internet Browsers used.), MS Excel (For important policies & reminders).
• Basic knowledge of Maryland Dept. of Health public website (For specific policies & procedures, updated info, Billing resources, Fee-Schedules, Caller resources.), MMIS (Verify Provider and Member file.), SAMSHA (For Behavioral Health referrals).
• Basic knowledge of Maryland Medicaid Behavioral Health policies and Billing information (not on a clinical level).
• Troubleshooting live-call system, websites and equipment used or contacted Help desk for issues that require a higher-level-of-care for assistance.
• Detailed data-entry and note-taking for call documentation.
• Managing Member and Provider's Authorizations (Discharging, editing and submitting authorizations for authorization corrections on a customer service-level only).
• Behavioral Health claim research for Providers and Members that include Checking claim status, create tasks for claims to be reviewed or require Higher-level-of-care for assistance (clinical claim review or clinical Feedback), and research claims denial reasons and errors and explain What is required per policy in order for the claim to pass or task to claims team when clinical feedback is required to clarified.
• My supervisors granted me permission to assist other remote call center Representatives during live-calls due to my knowledge, detailed research, and ability to site resources to better assist other agents that need assistance during live calls. I would assist other Call Center Representatives via “MS-Teams” to message the research results, provide resources, screen share to view the issue, and share processes and step-by-step instructions regarding inquiries, issues, escalations, troubleshooting or other concerns in real-time.
• Assisting with special projects with the Provider Relations Team and Provider outreach.
• Assist customers with Behavioral Health Provider Referrals, answering questions, Basic troubleshooting, submitting requests or escalations for Providers & Members.
• Assisting members with Behavioral Health Insurance related inquiries and verifying a Member’s file to ensure their PHI is correct. If there were errors to a member’s file, provide the member with the appropriate instructions or process to make necessary changes to reflect correct information in the State system.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
• Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
• Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
• Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
• Collaborated with team members to share best practices and improve overall team performance in meeting targets.
• Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
• Investigated and resolved customer inquiries and complaints quickly.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Educated customers about billing, payment processing and support policies and procedures.
• Maintained up-to-date knowledge of service changes.
• Sought ways to improve processes and services provided.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Backed up other customer service representatives.
• Identified and resolved discrepancies and errors in customer accounts.

• Company Overview: Vaccination Site, Prince George’s County Maryland
• Greet Guests, ask for their Vaccination Card, Id, and sheet they filled at Front.
• Set up Vaccination card if first shot, and research information. If second vaccination shot, I verify correct vaccination type and vaccination shot are being received during the appointment.
• Use State Record search to verify 2nd dose if not given at same location and to cross-check before giving to guest.
• Enter customers PHI (DOB, Full Name, Address, etc) in the system and work with IT if any errors are made in the System.
• Collaborate with the Nurse and verify all information is correct after the guest receive their vaccination by cross-checking the information in the system as well as the paperwork before the information is submitted.
• Vaccination Site, Prince George’s County Maryland

• Conducted interviews by following stringent guidelines and confidentiality laws.
• Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions.
• Cross-trained existing employees to maximize team agility and performance.
• Trained team members in successful strategies to meet operational and sales targets.
• Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
• Cleaned and organized store, including checkout desk and displays.
• Offer hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
• Monitor sales floor for security issues and safety hazards.
• Fostered positive work environment by consistently treating all employees and customers with respect and consideration.
• Recorded information, shortages and discrepancies to keep records current and accurate.
• Performed data entry and completed proper paperwork.
• Opening and closing store procedures.
• Resolved complex customer complaints promptly and effectively, maintaining high levels of customer satisfaction while protecting business interests.
• Managed scheduling for all employees to ensure adequate coverage during peak periods without compromising labor cost objectives.
• Performed regular reviews assessing each employee's performance and developed improvement plans.
• Coordinated visual merchandising efforts across different departments for cohesive displays that maximized sales potential.
• Oversaw financial management tasks such as budget planning, expense tracking, and payroll administration, contributing to the overall profitability of the store.

• Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants.
• Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions.
• Communicated best practices among on-site and external personnel to align efforts and goals.
• Evaluated employees' strengths and assigned tasks based upon experience and training.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
• Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
• Handled all customer relations issues pleasantly, enabling quick resolution and client satisfaction.
• Utilized social media as a plan for marketing promoting sales and rollouts to drive brand exposure among multiple demographics.
• Performed data entry and completed proper paperwork.
• Maintained professional, organized, and safe environment for employees and patrons.
• Accomplished multiple tasks within established timeframes.
• Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
• Oversaw inventory management, optimizing stock levels, and reducing waste.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Established team priorities, maintained schedules and monitored performance.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Assisted in organizing and overseeing assignments to drive operational excellence.

• Maintained records related to sales, returns and inventory availability.
• Maintained organized, presentable merchandise to drive continuous sales.
• Engaged with customers to effectively build rapport and lasting relationship.
• Prepared merchandiser for the sales floor by pricing or tagging.
• Liaised with customers and recommended specific products and specials, aligning with individual needs, requirements and specifications.
• Applied security and loss prevention training toward recognizing risks and reducing store theft.
• Greeted customers, helped locate merchandise and suggested suitable options.
• Provided exceptional services and pleasant shopping experiences to retail customers.
• Maintained up-to-date knowledge of store sales, payment policies and security standards.
• Monitored customers for signs of security concerns and escalated issues to management.
• Followed all company policies and procedures to deliver quality work.
• Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
• Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
• Provided positive first impressions to welcome existing, new, and potential customers.
• Answered customer questions about sizing, accessories, and merchandise care.
• Helped customers locate products and checked store system for merchandise at other sites.