Jennifer Johnson
Pflugerville
Summary
Client-focused Call Center Specialist with strong skills in resolving dental provider and member needs efficiently. Recognized for outstanding customer service and sales contributions, fostering loyalty and professional relationships. Proven ability to learn quickly, educate others, and embrace new challenges.
Overview
23
23
years of professional experience
Work History
Human Resources Specialist
Amazon
Austin
09.2024 - Current
- Facilitated resolution of employee relations issues through effective communication, fostering a positive workplace environment.
- Implemented HR policies and procedures aligned with organizational goals.
- Advised management on legal compliance related to employee relations matters such as FMLA, ADA, EEO.
- Collaborated with senior HR team to communicate and implement company standards and policies, ensuring compliance and consistency.
- Supported individual HR needs of employees, enhancing satisfaction and engagement.
- Coordinated benefits administration activities such as enrollments, changes, terminations and transfers.
- Maintained confidential personnel files in accordance with applicable laws and regulations.
Customer Service Representative
Delta Dental Ins.
Oregon City
02.2022 - Current
- Delivered customer service to members across multiple benefit plans, addressing inquiries and resolving issues.
- Assessed callers' needs to provide timely and accurate responses.
- Conducted inbound sales calls for potential members or agents, detailing costs, benefits, and application statuses.
- Provide benefits to providers and members
- Provide claim adjustments, denials, payment
- Escalated incorrect claim denials to the appropriate department.
- Process payments for Individual Plans
- Clarified policy guidelines on each ADA code, facilitating accurate provider breakdowns.
- Conducted outbound calls to gather information for research tasks.
Front Desk Clerk
Swish Dental
Austin
01.2018 - 03.2020
- Checked in patients at reception, collecting all necessary information for efficient processing.
- Verified patient insurance eligibility before appointments to ensure coverage.
- Scheduled patient appointments using office management software to optimize calendar.
- Manage flow of patients coordinating with doctors, hygiene and dental assistance availability
- Manage calendar and workflow
- Processed payments from patients, ensuring accurate transactions and providing detailed receipts.
- Verify medical consents for treatment
- Maintain all new patient paperwork
- Stay in compliance with HIPPA and OSHA guidelines
Dental Administrator
Helen Ragsdale DDS
Austin
01.2018 - 06.2018
- Schedule/Reschedule appointments
- Handled incoming phone calls to assist patients
- Verify Insurance
- Contact patients on recall
- Assisted in developing treatment plans for patients
- Adjustments with doctor approval to keep patient flow moving and the day running on schedule
- Provided exceptional customer service
- Facilitated effective patient communication, managed office flow, and supervised personnel to enhance operational efficiency.
- Conducted daily meetings to review scheduled appointments for treatment opportunities and bi-weekly sessions to assess progress towards company goals.
- Developed and implemented marketing strategies to drive business growth and attract new patients.
- Ongoing training for staff and management.
Executive Assistant/Client Coordinator for Vice President of Operations & Director of Operations
Local Search For Dentists
Austin
09.2014 - 01.2017
- Scheduled and organized meetings with team members
- Corresponded via email with clients to address inquiries and provide support
- Made outbound calls to clients to discuss inquiries
- Generated and sent invoices to clients for services rendered
- Managed accounts receivable and accounts payable processes to maintain accurate financial records
- Conducted legal collection activities to recover overdue payments, ensuring timely cash flow
- Updating accounts, profiles, and correspondence tagging team members with notes for immediate attention.
- Organized and maintained physical and digital client files
Contractor- Travis County Researcher
Bloomberg Law
05.2013 - 05.2014
- Analyzed and identified key factors in court cases, including claim amount, claimant details, and claim summaries to inform strategic decisions.
- Collected and categorized court cases in accordance with company criteria to support case management.
- Entered docket information and additional data into corporate electronic database for internal audit, ensuring data accuracy and compliance.
- Reviewed the daily civil court docket.
- Able to work remotely and independently meeting deadlines and maintain a zero error tolerance.
- Build-on work district court relationships in a professional manner to access all resources needed to use computers, court copy discount and easy access to the district court office.
Legal Assistant to Principal
Lorenzana Law Firm, P.C
Round Rock
02.2011 - 04.2013
- Calendaring of events, hearings, client appointments and timed activities on MS Outlook and or Clio.
- Collaborated directly with the Managing Partner on case docket management, case discovery, and case pleadings.
- Specialize in client control, following up with State Bar Complaints, client complaints, and resolving client case matters.
- Assisted in injury matters by retaining medical records (HIPAA authorization or subpoenas), obtaining police reports, corresponding with adjusters, managing depositions, and preparing discovery motions and filings.
- Maintaining files, filing of legal documents with respective client files, filing of documents with court personnel via E-Filing and correspondence with court personnel.
- Handling of simple or basic client intakes in matters of Family Law, Consumer Bankruptcy, Personal Injury and General Practice cases. This entails screening clients over the telephone, and discussing with the client the various intake forms needed to process the initial client intake, as well as discussing with the client the overall law firm procedures
- Assist in Immigration matters, I-130 Relative Petition, G-28 power of attorney, I-751 removal of conditions, collection of all required documents per the USCIS guidelines, and B1/B2 visitors visa.
- Assist in collection matters, demand letters, representation letters, pre-suit, and after suit enforcement.
- Assisting with firm attorneys on collection cases including commercial, insurance collection, construction, retail and other collection accounts as well as internal collections, injury, immigration, civil litigation, and some tax law matters.
- Assisted accounting department with tracking billable hours, addressing client complaints, and interpreting invoices.
Legal Researcher
R.M.I
Georgetown
12.2010 - 01.2011
- Reviewed mortgage documents for accuracy and compliance with regulations.
- Identified new federal laws and statutes of limitations to pursue debtors.
- Reviewed Title Agreements
- Reviewed Title Transfers
- Reviewed and filed Judgments
- Reviewed Foreclosure Documents
- Collaborated with team leaders to recover assets for liquidation.
- Processed all reports daily
Legal Assistant/Office Manager
Texas Legal Escrow
Georgetown
10.2008 - 11.2010
- Drafted and filed legal documents (Articles of Incorporation and Articles of Dissolution) with the State using company forms to facilitate business formation and dissolution.
- Completed filing procedures with the Secretary of State for business formations and dissolutions to ensure legal compliance.
- Supported attorney during client consultations and completed client questionnaires to ensure thorough information gathering.
- Managed scheduling of mediations, court hearings, and client consultations to ensure timely legal proceedings.
- Organized and maintained physical and electronic client files, ensuring all documents were up to date and accessible.
- Managed accounts receivable and payables, processed payroll, and invoiced for billable hours and reimbursements to maintain accurate financial records.
- Assisted and provided support to the managing C.P.A by reconciling bank statements, expense accounts, and preparing financial reports for co-founder and management, updating all credits and debts within our General Ledger.
- Informed the IRS and state Franchise Tax Board about the dissolution of the company to comply with regulatory requirements.
- Conducted state name searches to verify availability of business names, preventing future registration issues.
- Developed a formal notice of proxy to facilitate shareholder voting and participation in corporate decisions.
Store Manager
Strasburg Children
Round Rock
02.2007 - 09.2008
- Established daily and weekly sales targets to guide team performance.
- Developed comprehensive plan to enhance sales team effectiveness.
- Facilitated monthly team meetings to gather and analyze customer feedback.
- Interview candidates, posting job descriptions and employee performance evaluations.
- Practiced, EEOC guidelines and procedures, scheduling, termination and ongoing coaching.
- Attended events to build client base, marketing to target communities, flyers, attended seminars, networked with retailers and surrounding vendors and channeled internet market.
- Organized annual customer appreciation events to promote new products and strengthen customer relationships.
Claims Representative - Call Center
National Heritage Insurance
Austin
01.2003 - 01.2006
- Provided health providers with accurate and detailed information concerning correct coding, to collect on unpaid medical claims.
- Worked with other departments to implement effective strategies for medical providers using ICD9 codes and ensuring compliance with HIPAA guidelines, escalating provider issues to senior department for clarification.
- Distributed daily reports to analyze all unpaid claims.
- Recognized for improving customer satisfaction by the development and implementation of new reporting procedures. As well as expediting all claims and with proven solutions, ensuring a high degree of accuracy.
- Collaborated with customer care management team to develop strategic plans that enhanced customer satisfaction.
- Enhanced performance and attendance through weekly mentoring and one-on-one discussions.
Education
Diploma -
Macarthur High School
San Antonio, TX01-1994
Skills
- Scheduling
- Employee Relations
- Billing
- Filing
- Inventory
- Word Processing
- Microsoft Excel
- Office Experience
- Microsoft Word
- Customer Service
- Schedule Management
- Talent Acquisition
- Compensation Analysis
- Compliance Management
- HRIS Management
- Payroll Processing
- Dental Employee Relations
- Workplace Safety
- Performance Evaluation
- Verbal communication
- Telephone manners
- Medical receptionist
- Data entry
- Computer skills
Timeline
Human Resources Specialist
Amazon
09.2024 - Current
Customer Service Representative
Delta Dental Ins.
02.2022 - Current
Front Desk Clerk
Swish Dental
01.2018 - 03.2020
Dental Administrator
Helen Ragsdale DDS
01.2018 - 06.2018
Executive Assistant/Client Coordinator for Vice President of Operations & Director of Operations
Local Search For Dentists
09.2014 - 01.2017
Contractor- Travis County Researcher
Bloomberg Law
05.2013 - 05.2014
Legal Assistant to Principal
Lorenzana Law Firm, P.C
02.2011 - 04.2013
Legal Researcher
R.M.I
12.2010 - 01.2011
Legal Assistant/Office Manager
Texas Legal Escrow
10.2008 - 11.2010
Store Manager
Strasburg Children
02.2007 - 09.2008
Claims Representative - Call Center
National Heritage Insurance
01.2003 - 01.2006
Diploma -
Macarthur High School