JAYCEE JOHNSON
Bogalusa,LA
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Captiol Bridge Health Services
Bogalusa, LA
09.2023 - 03.2025
- Asking probing questions to determine service needs.
- Assisted policyholders with website issues, password resets.
- Assisted policyholders with current insurance coverage.
- Assisted policyholders with fraud claims.
- Assisted policyholders with durable medical equipment processed claims
- Placed 3 way calls.
- Escalated customer concerns.
- Advised of current insurance coverage
Patient Access Representative
St. Tammany Hospital
Covington, LA
10.2022 - 08.2023
- Verified insurance information
- Collected copayments/coinsurance
- Updated demographic information
- Guided patients through admission to hospital.
- Completed check in and check out for patients.
- Schedule appointments.
- Answer multi-lines, and direct calls.
- Scan and file documents pertaining to medical records.
Customer Service Representative
Aflac
Columbus, GA
05.2021 - 09.2022
- Asking probing questions to determine service needs, accurately putting information into electronic systems.
- informed policyholders about claim billing procedures, processed payments, and provided payment option setup.
- Assisted customers with website issues, resetting passwords, unlocking accounts.
- Escalated customer concerns, store issues, and inventory requirements to supervisors.
- Communicated with cardholders, and company personnel, utiliizing active listening, and interpersonal skills.
- Utilized effective interpersonal active listening skills during interviews with witnesses regarding fraud cases.
- Conducted reviews of processed claims.
- Identified documents needed for claims to process correctly and accurately.
Customer Service Representative
Anthem
Columbus, GA
11.2019 - 03.2021
- Educated providers with claim information to assess current issues and determine potential solutions.
- Created and implemented process improvements to reduce workloads and callback efficiency.
- Tracked each interaction for auditing reports, and training purposes.
- Informed customers about billing procedures and how payments are processed.
- Ask probing questions to determine service needs, and place accurate information into electronic systems.
- Reviewed account and service histories to discover trends, and address issues.
Customer Service Representative
TSYS
Columbus, GA
03.2014 - 11.2019
- Asking probing questions to determine service needs, accurately putting information into electronic system.
- Informed cardholders about billing procedures, processed payments, and provided payment option setup assistance.
- Escalated customer concerns, store issues, and inventory requirements to supervisors.
- Set up, and activated cardholder accounts to maintain QA satisfaction levels.
- Communicated with cardholders, and company personnel, utilizing active listening and interpersonal skills.
- Utilized effective interpersonal active listening skills during interviews with witnesses regarding fraud cases.
- Conducted reviews of flagged fraud transactions and reports that show suspicious activity.
- Identified fraud patterns through large quantities of data.
CUSTOMER SERVICE CASHIER
TARGET
COLUMBUS, GA
09.2012 - 03.2014
- Counted tills at the beginning of shifts with start money and balanced/reconciled register, reflecting financial aid discrepancies, refunds, and account deferrals
- Handled customer complaints and concerns promptly, escalated complex issues to direct supervisors for quick resolutions
- Greeted customers and responded to informational request
- Redeemed coupons and cross-sold products to maintain customer satisfaction levels.
- learned roles of other departments to provide coverage and keep store operational.
- Assisted with purchases, loading items, and signing up for rewards programs.
- Kept check out area clean, organized and well stocked to keep store attractive.
- processed credit card, EBT, and gift certificates in electronic systems.
- Exchanged and refunded items, noting all details in company database and place returned merchandise in bins for restocking.
Education
High School Diploma -
Shaw High School
Columbus05-2011
Skills
- Customer service
- Insurance processing
- Data entry
- Fraud detection
- Appointment scheduling
- Interpersonal communication
- Issue escalation
- Problem resolution
- Multi-line phone management
- Claim management
- Patient verification
- Document scanning
- Service needs assessment
- Financial transactions
- Process improvement
- Customer satisfaction measurement
- Call management
- Call center experience
- Verbal and written communication
- Prioritization
- Retail marketing
- Active listening
- Clerical support
- Multi-task management
- Microsoft outlook
- Refunds processing
- Time management
- Refund management
- Documentation
- Problem-solving
- Strong teamwork
- Document control
- Payment processing
- Reading comprehension
- Microsoft PowerPoint
- Technical support
Timeline
Customer Service Representative
Captiol Bridge Health Services
09.2023 - 03.2025
Patient Access Representative
St. Tammany Hospital
10.2022 - 08.2023
Customer Service Representative
Aflac
05.2021 - 09.2022
Customer Service Representative
Anthem
11.2019 - 03.2021
Customer Service Representative
TSYS
03.2014 - 11.2019
CUSTOMER SERVICE CASHIER
TARGET
09.2012 - 03.2014
High School Diploma -
Shaw High School
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