JENNIFER JOHNSON
Grovetown,GA
Summary
Highly skilled director with a strong track record in verbal and written communication. Demonstrates leadership in team and departmental management. Possesses current and past budgeting experience. Champion of process improvement initiatives. Published writer with a Master of Science degree in Communications.
Overview
32
32
years of professional experience
Work History
Director, Customer Service, Appeals, Outreach & Education, Benefit Integrity
Palmetto GBA
01.2020 - Current
- I direct four managers, covering diverse functional areas including Appeals, Fraud & Abuse, Outreach and Education, and Customer Service
- Under my management, my team has met 2,428 out of 2,430 external metrics, a 99.92% achievement
- I evaluate monthly budget reports and recommend areas for senior management’s further review
- I have created content for two proposals to the Railroad Retirement Board; I prepared and spoke at the first Oral Presentation for the RRB SMAC contract procurement
- I provide input for the organization’s divisional strategic plan and mentor managers on goals and drivers on their departmental plans
- I present and educate both provider and beneficiary customers in a face-to-face settings
- I coordinate the contract’s beneficiary satisfaction study and develop reports for senior management and the Railroad Retirement Board
- I evaluate the company’s provider satisfaction survey results weekly; I utilize the results and project a customer-centric environment in the operation’s Service Center
Manager, Appeals and Outreach & Education
Palmetto GBA
09.2009 - 01.2020
- Initiated innovative efforts while managing a diverse group of 17 associates
- Planned, wrote, edited and published healthcare communications for print distribution, as well as for posting on the organization's websites and Facebook page
- Developed and executed marketing plans to promote self-service technology and program changes
- Designed satisfaction studies and presented results
- Traveled to provider and beneficiary meetings to educate customers about information the Medicare program
Senior Operations Analyst III
Palmetto GBA
06.2008 - 08.2009
- Analyzed data (using complex, self-written Excel formulas) and wrote reports documenting departmental performance for Part A and B Medicare Secondary Payer (MSP) unit
Research Consultant
Research Consultant
11.2007 - 06.2008
- Analyzed data, created media kits, assisted clients with data extraction requests
Researcher
Electrolux
08.2007 - 10.2007
- Viewed focus groups
Research Director
Morris Communications
07.2005 - 08.2007
- Spearheaded marketing and media research activities to include qualitative and quantitative methodologies
- Wrote reports and presented actionable data to stakeholders
- Organized biannual readership, annual market share studies, and frequent special project studies
- Managed departmental budget
- Designed sales kits and marketing materials for 27 newspapers annually
Research Manager
Morris Communications
08.2000 - 07.2005
- Assisted Vice President of Research in conducting readership and market share studies
- Developed and maintained budget for Corporate Research
- Analyzed and wrote research reports for the organization's newspaper business units
Senior Research Analyst
Morris Communications
08.2000 - 07.2005
- Assisted Research Director in coordinating readership and market share studies
Project Director
Belden Associates
01.1999 - 08.1999
- Designed questionnaires, developed timelines, worked with a field service, monitored interviews, and proofed reports and data books for this newspaper research vendor
Marketing Director
Bradenton Herald
01.1998 - 12.1998
- Prepared marketing budget, lead event coordination, marketing research, and promotions efforts for mid-size newspaper in Florida
Research Manager
The Post-Tribune
03.1996 - 12.1998
- Coordinated marketing research data and developed sales tools for advertising staff
- Administered research budget, hired and coordinated with research vendors to produce data for strategic and advertising applications
Research Analyst
The Post-Tribune
03.1994 - 02.1996
- Strategically designed and created media kits for advertising staff for use in sales presentations
Sales Representative
The Post-Tribune
03.1993 - 02.1994
- Sold classified advertising to Realtors and builders for the newspaper's real estate advertising vehicles
Education
Master of Science - Communications
Purdue University
Lafayette, Indiana05.2022
Bachelor of Science - Journalism
Ball State University
Muncie, Indiana05.1991
Skills
- Strategic planning
- Verbal and written communications
- People management
- Operations management
- Creativity and innovation
- Strategies and goals
- Budget management
- Change management
- Relationship building
Timeline
Director, Customer Service, Appeals, Outreach & Education, Benefit Integrity
Palmetto GBA
01.2020 - Current
Manager, Appeals and Outreach & Education
Palmetto GBA
09.2009 - 01.2020
Senior Operations Analyst III
Palmetto GBA
06.2008 - 08.2009
Research Consultant
Research Consultant
11.2007 - 06.2008
Researcher
Electrolux
08.2007 - 10.2007
Research Director
Morris Communications
07.2005 - 08.2007
Research Manager
Morris Communications
08.2000 - 07.2005
Senior Research Analyst
Morris Communications
08.2000 - 07.2005
Project Director
Belden Associates
01.1999 - 08.1999
Marketing Director
Bradenton Herald
01.1998 - 12.1998
Research Manager
The Post-Tribune
03.1996 - 12.1998
Research Analyst
The Post-Tribune
03.1994 - 02.1996
Sales Representative
The Post-Tribune
03.1993 - 02.1994
Bachelor of Science - Journalism
Ball State University
Master of Science - Communications
Purdue University
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