Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kaisha Johnson

Rolling Meadows,IL

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

25
25
years of professional experience

Work History

Insurance Specialist

Aerotek/ AbbVie
North Chicago, IL
05.2022 - Current
  • Provide insurance coverage Verification details prior authorization statues and alternate funding options for existing and newly launched products
  • Provide offices with current plan forms, portals, and websites for prior authorizations and appeal submissions
  • Clearly communicate and educate customers on results of the investigation
  • Quickly learn and utilize all internal and external electronic tools, communicate/collaborate with payors and providers to investigate insurance coverage efficiently
  • Identify potential Adverse Event situations for reporting to Pharmacovigilance ensuring AbbVie meets FDA regulations
  • Understand and comply with all required training, including adherence to federal, state, and local pharmacy laws, HIPAA policies and guidelines, and the policies and procedures of AbbVie
  • Complete all required training and perform all functions in the position (i.e., Role certification, product and disease overviews).
  • Researched and resolved routine and complex issues.
  • Processed eligibility and benefits verification and authorization requests.

Patient Care Coordinator

Aerotek/ Alliance Walgreens Prime
Chicago, IL
10.2020 - 01.2022
  • Receive inbound calls and perform outbound calls to patients or physician’s offices regarding orders for medications, pharmacy services and any other non-clinical inquiries
  • Add or update insurance and pharma information in patient’s record, or collect insurance information and alert appropriate teams to update the patient’s account
  • Coordinate patient care by scheduling orders, communicating information to patients regarding shipments, assessing supply needs, verifying patient information and notifying the pharmacist of issues or changes in the patient’s condition
  • Create patient activities as a reminder for the following tasks including but not limited to follow-up calls for patients, to initiate discharge of service, to contact a patient's doctor's office, to mail a letter to a patient, and any other reminders necessary as it relates to a patient's care
  • Connect patients with pharmacists for counseling and clinical inquiries as required
  • Escalate calls to clinicians, insurance verification teams, specialized teams and support teams as required
  • May work with specialized customers or as part of the new patient/enrollment team
  • Can and may perform the job responsibilities defined in Level 1
  • Other responsibilities as judgment or necessity dictate
  • Understand and successfully compete client and/or pharma-specific duties to satisfy the needs and expectations of customers
  • Work collaboratively on disease-focused teams to provide best-in-class customer service
  • As the first-line of contact to customers and set the tone for how our company and services are experienced
  • Other responsibilities as judgment or necessity dictate
  • Worked closely with patients to deliver excellent and direct individualized patient care.
  • Maintained confidentiality of patient data and condition to safeguard health information.
  • Upheld confidentiality requirements and regulatory compliance guidelines.
  • Connected patients with available community and charitable resources.

Department Manager

Wal Mart
Mt.Prospect, IL
08.2006 - 07.2020


  • Works with hourly supervisors to ensure associates are available to meet daily production plan
  • Supervise associates in the area of responsibility by assigning duties, communication goals, providing feedback, and monitoring performance
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
  • Collaborated with staff to streamline procedures and improve bottom-line profitability
  • Oversaw efficient receiving and inventory management to keep stock within optimal levels
  • Enforced safety rules and other policies to protect employees and minimize company liability
  • Assessed, optimized and elevated operations to target current and expected demands
  • Cultivated talented team of departmental employees through outstanding mentoring, coaching and teaching skills
  • Balanced workloads to meet targets without overtaxing employees
  • Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities
  • Followed all safety protocols and company processes and procedures
  • Determined performance goals for departmental employees and provided feedback on methods for reaching those milestones
  • Worked closely with sales associates to complete tasks
  • Treated associates with fairness and respect, providing recognition of accomplishments.
  • Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
  • Communicated with managers of other departments to maintain transparency.
  • Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
  • Partnered with merchandising team to plan and execute floor moves, merchandise placement and overall sales set-up.
  • Prepared detailed reports for management to clarify existing trends, review sales and inventory data and support shrink minimization and safety awareness.
  • Developed empowering employee culture focused on equipping employees to independently meet customer needs.

Medical Records Clerk

St. Mary of Nazareth Hospital
Chicago, IL
04.2005 - 08.2006
  • Maintained patient confidence by keeping patient records information confidential.
  • Processed medical records requests from outside providers according to facility, state and federal law.
  • Reviewed charts and flagged incomplete or inaccurate information.
  • Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
  • Delivered charts to assigned areas of hospital by following established routing procedures.
  • Maintained database for storage and retrieval of medical records.

Cook

US Army Reserve
Forest Park, IL
01.1997 - 02.2005
  • Managed all aspects of administrative and personnel needs of ground supply operations.
  • Handled administrative requirements, maintained records and submitted operational reports.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Ordered and received products and supplies to stock kitchen areas.
  • Maintained central standardized recipe and ingredient repository with nutritional and cost information.
  • Completed regular inspections and maintenance actions, as well as basic equipment repairs, to keep equipment operating at peak levels.

Education

Diploma -

Evanston Township High School
Evanston, IL
1996

Skills

  • Insurance Coverage Verification
  • Administrative Support
  • Customer Care
  • Information Updates
  • Benefits Verifications
  • Maintaining Compliance
  • Call Center Customer Service

Timeline

Insurance Specialist

Aerotek/ AbbVie
05.2022 - Current

Patient Care Coordinator

Aerotek/ Alliance Walgreens Prime
10.2020 - 01.2022

Department Manager

Wal Mart
08.2006 - 07.2020

Medical Records Clerk

St. Mary of Nazareth Hospital
04.2005 - 08.2006

Cook

US Army Reserve
01.1997 - 02.2005

Diploma -

Evanston Township High School

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Kaisha Johnson