Johanna Roman
Tampa,FL
Summary
Analytical and strategic insurance product professional with experience supporting product development, pricing, and regulatory initiatives. Skilled in managing complex programs, analyzing imperfect data, and executing product strategies that drive long-term growth. Brings strong technical aptitude, cross-functional collaboration skills, and a proactive, problem-solving mindset.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Sales Manager
State Farm
Tampa, FL
03.2020 - Current
- Developed customized insurance plans based on individual client needs and risk assessments.
- Educated clients on insurance products, ensuring clear understanding of coverage options.
- Managed policy renewals, maintaining high levels of customer satisfaction through proactive communication.
- Calculated quotes and educated potential clients on insurance options.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
UM Administration Coordinator - Retro Utilization Specialist (Bilingual Spanish)
Human Inc
05.2017 - 03.2020
- Provides non-clinical support for the policies and procedures ensuring best and most appropriate treatment, care or services for members.
- Make critical decisions that are typically focused on interpretation of area/department policy and methods for completing assignments.
- Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction.
- Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion.
- Proficient utilizing electronic medical record and documentation programs
- Proficient and/or experience with medical terminology and/or ICD-10 codes
- Prior member service or customer service telephone experience desired
- Experience with Utilization Review, Prior Authorization, and within a managed care organization
Special Matter Expert- Production Lead Care Concierge
Humana at Home
St. Petersburg, FL
04.2014 - 05.2017
- Provide ongoing customer care for Humana At Home complex care management programs.
- Providing member call support and customer service post enrollment.
- Receiving inbound phone calls related to member health questions, health plan and Humana At Home program inquiries facilitate requests to be transferred to their care manager.
- Exceeds daily and weekly metrics
- Facilitate three way calls or warm transfers to connect members to other Humana departments, community agencies or provider offices.
- Guide the member through the process and facilitate warm transfers to the proper associate.
- Assist the supervisor by answering agent questions, coordinating team meetings and activities and providing informal coaching to agents.
- SME: Subject matter expert in special project reports required daily including but not limited to:
- Daily Log in/ Log out report
- Daily call count report
- Do not call list report
- Daily loss/ Gain Report
- Team meeting organizer/ meeting minutes
Bilingual Health Guide Pilot Team/ Customer Care Specialist
Humana at Home
St. Petersburg, FL
10.2014 - 04.2015
- Welcome members to Humana with warmth and sincerity.
- Help the members understand their plan costs and benefits.
- Get to know our members, using soft skill techniques such as empathy and active listening in order to assess their situation kindly.
- Provide answers to members’ health-related benefit questions or connect them to the appropriate Humana contacts and resources.
- Transition and entrust the member to the appropriate Humana health partner(s) as needed.
- Build strong relationships with members, helping connect their needs to our services and exceed their expectations.
- Meets established expectations and takes responsibility for achieving results; encourages others to do the same.
- 90 day Case Management provider.
Education
Bachelor of Arts -
St. Petersburg College
St. Petersburg, FL05.2022
Dental Assisting License - Dental Assisting
Ultimate Medical Academy
FL01.2010
Skills
- Proficient in Microsoft office
- Salesforce
- Specialized CRM
- Insurance product management
Certification
- Florida 2-20 Property and Casualty License [2021]
- Florida 2-15 Life, Health & Variable Annuity Insurance License [2021]
- CNP - Certified Notary Public [Florida]
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Senior Sales Manager
State Farm
03.2020 - Current
UM Administration Coordinator - Retro Utilization Specialist (Bilingual Spanish)
Human Inc
05.2017 - 03.2020
Bilingual Health Guide Pilot Team/ Customer Care Specialist
Humana at Home
10.2014 - 04.2015
Special Matter Expert- Production Lead Care Concierge
Humana at Home
04.2014 - 05.2017
Bachelor of Arts -
St. Petersburg College
Dental Assisting License - Dental Assisting
Ultimate Medical Academy