Kaniqwa Johnson
Atlanta,GA
Summary
Accomplished Customer Service & Financial Assistance Manager with a proven track record at Northside Hospital Business Office, enhancing operational efficiency and customer satisfaction. Expert in workforce optimization and adept at leading teams to exceed performance targets. Skilled in insurance verification and conflict resolution, achieving significant service improvements.
Overview
7
7
years of professional experience
Work History
Customer Service & Financial Assistance Lead
Northside Hospital Business Office
Atlanta, GA
08.2019 - Current
- Supervise a team handling customer service, enrollment, and benefit investigations for medical and pharmacy benefits.
- Manage staff scheduling to ensure compliance with contractual requirements, company policies, and SOPs.
- Oversee employee training, performance evaluations, and task prioritization to enhance operational efficiency.
- Participate in client meetings to analyze team performance metrics, and implement service improvements.
- Guide team members in problem-solving, decision-making, and conflict resolution.
B.O. Self-Pay Collections Specialist
Northside Hospital Business Office
Atlanta, GA
08.2019 - 01.2023
- Conducted benefit investigations, verified insurance coverage, and resolved escalated billing and payment issues
- Assisted in processing denied claims and patient complaints while ensuring compliance with company policies
- Developed and optimized workflow processes to improve operational efficiency and service quality
- Provided quality assurance oversight, ensuring adherence to customer service and financial policies
Collections Manager
Sequim Assets Solutions (Comcast)
Marietta, GA
12.2017 - 08.2019
- Led a team of debt collection specialists, ensuring adherence to legal and compliance standards
- Developed and implemented training programs to enhance staff expertise in collections, benefit verification, and customer service
- Managed strategic prioritization of collections activities, aligning with company objectives
- Resolved high-level customer disputes, maintaining strong client relationships and achieving performance targets
- Monitored call center operations, ensuring adherence to quality assurance standards and efficiency metrics
Education
High School Diploma -
Midwest Academy
Atlanta, GA05.2009
Skills
- Call Center Management
- Workforce Optimization
- Quality Assurance
- Service Metrics Monitoring
- Insurance verification
- Benefit Investigations
- Denial management
- Revenue Cycle Operations
- Performance Management
- Patient Support
- Financial assistance
Technical And Additional Skills
- Call Center Management & Workforce Optimization
- Quality Assurance & Service Metrics Monitoring
- Insurance Verification & Benefit Investigations
- Denial Management & Revenue Cycle Operations
- Employee Training & Performance Management
- Patient Support & Financial Assistance
Timeline
Customer Service & Financial Assistance Lead
Northside Hospital Business Office
08.2019 - Current
B.O. Self-Pay Collections Specialist
Northside Hospital Business Office
08.2019 - 01.2023
Collections Manager
Sequim Assets Solutions (Comcast)
12.2017 - 08.2019
High School Diploma -
Midwest Academy
Similar Profiles
Kaniqwa JohnsonKaniqwa Johnson
Financial Assistance Counselor at Northside Hospital Business officeFinancial Assistance Counselor at Northside Hospital Business office
Donna CagleDonna Cagle
LPN Office Nurse at Northside Hospital - Cherokee - MANG Main OfficeLPN Office Nurse at Northside Hospital - Cherokee - MANG Main Office
Lisel RobbinsLisel Robbins
Physiotherapist at St Vincent's Private Hospital Northside (formerly Holy Spirit Northside)Physiotherapist at St Vincent's Private Hospital Northside (formerly Holy Spirit Northside)
Diego ValderramaDiego Valderrama
Server at Look Dine-In CinemaServer at Look Dine-In Cinema
KAYLA NELSONKAYLA NELSON
Customer Resolution Specialist at Watershed ManagementCustomer Resolution Specialist at Watershed Management