Johanna Chang
Healthcare Management
Midlothian,VA
Summary
Skilled Healthcare operations professional with 15+ years of experience in clinic management and patient services. Proven track record in enhancing productivity and customer satisfaction through strategic operational improvements. Strong expertise in medical billing, coding, and HIPAA compliance, complemented by leadership in staff training and performance evaluation. Dedicated to optimizing healthcare delivery and patient care in dynamic environments.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Assistant Clinic Operations Manager
Medi Weightloss Clinics
09.2023 - Current
- Assisted in overseeing daily operations of the department, ensuring efficient and smooth workflow
- Collaborated with the operations manager to develop and implement strategies for improving productivity and customer satisfaction
- Handled customer inquiries, complaints, or issues promptly and professionally to ensure customer satisfaction
- Assisted in recruiting process by screening resumes, conducting interviews, and making hiring recommendations based on qualifications
- Coordinated staff schedules to ensure adequate coverage during peak hours while optimizing labor costs
- Monitored employee performance through regular evaluations and provided constructive feedback for professional development purposes
- Participated actively in meetings or conferences related to operational improvements or industry best practices
- Collaborated with cross-functional teams such as marketing or finance departments on various projects or initiatives
- Prepared reports summarizing operational activities such as sales figures or production output
- Managed customer complaints or escalations, resolving issues promptly and effectively
- Maintained accurate records of financial transactions including cash handling procedures
- Assisted in the development and implementation of marketing strategies to drive customer acquisition and retention
Patient Service Rep/Case Management
Accessia Health
09.2016 - 05.2023
- Serves as contact for inquiries, applicants, and patients desiring and/or receiving assistance. Handle questions about eligibility and provide appropriate resources to address a variety of caller requests. Initiates appropriate follow-up for applicant/patient to obtain documentation needed to complete their application and/or provide accurate financial assistance.
- Responsible for accurate and complete data entry into the patient database allowing access to financial assistance. Reviews patient documentation for final determination of assistance.
- Log in to assigned queue and handles incoming calls from applicants, patients, referral sources, providers, etc.
- Utilize approved HIPAA process to verify caller identity prior to providing specific responses that include PHI.
- Initiate and update patient and/or provider information, in the patient database.
- Verifies accuracy of data entry and assistance requested.
- Accurately communicate specific program criteria to callers (patients, providers, etc.)
- Assists callers (patients, referral sources, providers) in identifying and utilizing available and secure access to desired information through provided web portals.
- Ensure all contact is accurately documented in patient database record, allowing continuity of service.
- Appropriately handle varied tasks as necessary, respective to program specifics, product ordering, PBM, and pharmacy related issues, etc.
- Claims processing, reviewing Universal claim forms and Explanation of Benefits to process payments.
Manager/Stylist
Great Clips
05.2013 - 12.2016
- Responsibilities include maintaining and exceeding standards of excellence in Guest services, client retention and staff proficiency.
- Keeping up with demand of clients
- Managing salon staff, motivating and training of staff
- Resolving guest complaints or issues
- Analyzing weekly and monthly sales figures
- Controlling salon expenses, recruiting and interviewing
Patient Service Representative
Department of Health
01.2008 - 04.2013
- Assistance with clinic work flow.
- Inputting patients into DCPHIS system for patient registration.
- Answering calls & scheduling appointments.
- Intake lab documents and input such labs into DCPHIS database
- Manage YSSP clinic information in the DCPHIS database
- File and Collect Billing information
Education
Bachelor of Science - Health Care Management
University of Phoenix
Online 02-2017
Associate of Applied Science - Healthcare Administration
New River Community Technical College
West Virginia03-2006
Skills
- Prior Authorization Specialist (10 years)
- Medical Office Experience (10 years)
- Medical Records (10 years)
- Medical Billing (10 years)
- EMR Systems (10 years)
- CPT Coding
- Medical Coding (10 years)
- G-med (2 years)
- Hospital Experience
- HIPAA (10 years)
- Medical Scheduling (10 years)
- Epic (10 years)
- Medical Terminology (10 years)
- Anatomy Knowledge (10 years)
- ICD-10 (10 years)
- Insurance Verification (10 years)
- Patient Care (10 years)
- QuickBooks (10 years)
- HIPAA compliance
- Patient care coordination
- Recruitment and hiring
- Scheduling management
- Healthcare administration
- Clinical management
- Operations management
- Patient flow
Certification
- Prior authorization Specialist
- Certified Nutrition Specialist
- Cosmetology License
- Certified Notary Public
- Medical Health Management, records and billing and coding
Timeline
Assistant Clinic Operations Manager
Medi Weightloss Clinics
09.2023 - Current
Patient Service Rep/Case Management
Accessia Health
09.2016 - 05.2023
Manager/Stylist
Great Clips
05.2013 - 12.2016
Patient Service Representative
Department of Health
01.2008 - 04.2013
Bachelor of Science - Health Care Management
University of Phoenix
Associate of Applied Science - Healthcare Administration
New River Community Technical College
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