Jenna Johnson

• Excel in multitasking and time management within a high-volume, fast-paced environment.
• Oversee keying claims and manage the closing schedule to ensure seamless team operations.
• Develop and distribute job aids and coaching activities to enhance process clarity and improve team performance.
• Maintain and regularly update SharePoint resources, ensuring team-wide awareness and accessibility.
• Design and implement coaching strategies to address root causes of repeat calls and enhance service consistency.
• Create and share targeted coaching activities to address common agent challenges.
• Analyze and distribute daily Qualtrics survey results to inform team performance and drive member satisfaction.
• Research and recommend organizational tools to support teammates in improving productivity and time management.
• Deliver elite-level, proactive support with end-to-end resolution using members’ preferred communication channels.
• Resolve escalated and complex issues, including claim adjustments and prior authorizations, in collaboration with business partners.
• Serve as a Subject Matter Expert (SME) for benefits and claims, offering real-time guidance and acting as a liaison for Service Account Managers.
• Provide coaching, technical training, and feedback to advocates; identify training needs in partnership with supervisors.
• Identify process inefficiencies, develop new procedures, and communicate updates to enhance team effectiveness.
• Manage relationships with members experiencing chronic issues, ensuring personalized, end-to-end support.
• Conduct proactive outreach to educate members on benefits and follow up on service interactions.
• Investigate complex issues across multiple systems and coordinate with internal teams to resolve escalated concerns.
• Support escalated members and staff during supervisor interventions, ensuring empathetic and effective resolutions.
• Perform all responsibilities of an Elite or Premier Advocate, including outbound follow-ups based on survey feedback.
• Collaborate with cross-functional partners—medical, clinical, financial, behavioral, and pharmacy—to resolve member concerns holistically.
• Maximize utilization of community services and support programs to enhance member well-being.

• Delivered premium-level, end-to-end service to members by resolving complex inquiries related to clinical, financial, behavioral, and pharmacy benefits, with a strong focus on first-call resolution and member satisfaction.
• Acted as a single point of contact and advocate for members, coordinating with care providers and third-party vendors to resolve billing, scheduling, and coverage issues.
• Navigated multiple systems and databases to research and resolve issues, while educating members on healthcare literacy, plan benefits, and self-service tools.
• Referred members to appropriate internal programs and specialists based on eligibility and needs, ensuring seamless and personalized support.
• Maintained up-to-date knowledge of evolving policies and procedures, adapting quickly to changes and ensuring compliance with all guidelines.

Key Contributions & Leadership:

• Promoted to Commitment Champ in December 2023, serving as a liaison between leadership and team members to address team-wide concerns, foster engagement, and support performance improvement initiatives.
• Maintained two team commitment spreadsheets to track and resolve member issues more efficiently.
• Developed and maintained a centralized Team OneNote to organize meeting notes, policy updates, and resource links, improving team communication and knowledge sharing.
• Sent daily resource emails to teammates, directing agents to accurate “Sources of Truth” to resolve member concerns effectively.
• Assisted in the Greensboro Elite Daily Chat, providing real-time support, resources, and answers to agents, while also handling escalated and de-escalated calls with empathy and professionalism.
• Identified and documented inaccuracies in training modules during onboarding; submitted detailed feedback to improve training content and accuracy.
• Provided peer coaching during and after training, including live call handling demonstrations to support claim processing and workflow development.
• Collaborated with peers to practice and refine claim processing procedures, contributing to team readiness and accuracy.
• Took initiative to capture and distribute detailed meeting notes, enhancing team alignment and transparency.
• Consistently exceeded individual performance goals while encouraging and supporting teammates to help increase overall team performance.