Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kayla Johnson

McDonough,GA

Summary

Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.

Overview

8
8
years of professional experience
1
1
Certification

Work History

PATIENT CONNECTION ASSOCIATE II

Piedmont Healthcare
01.2022 - Current
  • Pre-register patient encounters by obtaining patient demographic and insurance information
  • Identify patient medical record using EPIC and identifying patient needs with organizational resources and utilizing information from various applications such as Salesforce and Calabrio.
  • Analyze data collected during each call in order to identify trends in customer feedback.
  • Developed effective working relationships with team members across multiple departments.
  • Assisted in scheduling, rescheduling, and canceling appointments for patients.
  • Ensure compliance with HIPAA regulations when handling confidential information.
  • Train incoming new hires
  • Provided feedback to management on areas of improvement for better customer service.
  • Assisted physicians and nursing staff by providing administrative support services.
  • Actively listened to customers' concerns to identify underlying issues and resolve them quickly.
  • Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.

FINANCIAL COUNSELOR

Emory University Hospital
Atlanta, GA
03.2020 - 01.2022
  • Provided financial counseling to patient's on budgeting and debt repayment strategies.
  • Diligently answer emails from Utilization Review team
  • Manage, monitor and update financial reports
  • Provide patients with comprehensive explanation of insurance benefits
  • Provided assistance in resolving coding errors that resulted in inaccurate billings.
  • Analyzed patient account data and determined payment plans based on individual needs.
  • Processed credit card payments accurately and securely.
  • Assist Senior Financial Counselor with special projects
  • Performed follow up calls to collect outstanding balances from patients who were unable to make payments at time of service.
  • Created monthly reports summarizing collections activity and billing trends.
  • Interviewed patients and families, answering questions regarding financial process during such sessions.
  • Developed and maintained strong patient relationships through exceptional service and communication.
  • Documented all interactions with patients regarding billing issues in a timely manner.
  • Identified potential bad debt write-offs by analyzing patient accounts.
  • Train incoming new hires
  • Serve as backup to our Patient Access Representatives

PATIENT ACCESS REPRESENTATIVE III

Emory University Hospital
Atlanta, GA
05.2019 - 03.2020
  • Perform registration, admission, pre-admission, reception and discharge functions for all patients having services rendered
  • Collect confidential information such as patient demographics, medical history, billing and insurance information
  • Assist patients in signing consent forms (ie: Admission Agreements, Medicare Rights) and filling out patient history forms, when necessary
  • Review Emory’s policies and procedures with all patients
  • Ensure compliance with HIPAA regulations when handling confidential information.
  • Collect and manage account payments and inquiries using Change Healthcare and HealthQuest
  • Run dialy reports for current/upcoming appointments using EcareNext
  • Answer and resolve patient questions or concerns
  • Collaborate with all teams and colleagues to perform functions and activities related to inquiries, intake, materials requests, tracking and reporting
  • Train new hires
  • Promoted satisfaction through proactive administrative services and exercised sound judgement with minimal supervision.

Lead Certified Pharmacy Technician

CVS Pharmacy
Stockbridge, GA
03.2016 - 05.2019
  • Assist with intake of patient information and verifying prescriptions
  • Efficiently communicate with insurance companies to resolve coverage disputes
  • Electronically fill prescriptions under patient profiles
  • Interact with patients via phone or in-person, answering questions, educating patients on medications and helping patients locate over the counter medications
  • Accurately maintain inventory levels and medicine counts regarding prescription labels
  • Maintaining pharmacy’s (and its patients’ employees’) safety by adhering to infection-control procedures, policies and regulations
  • Implemented and monitored compliance with pharmacy policies and regulations.
  • Ensure compliance with HIPAA regulations when handling confidential information.
  • Communicated with physicians regarding prescription refills and other inquiries.
  • Ordered drugs from wholesalers or manufacturers when needed for patient care.
  • Provided direct supervision and training to pharmacy technicians.
  • Provided exceptional customer service, ensuring patient satisfaction and loyalty.

Education

Masters of Health Administration - Health Administration

Walden University
12-2025

Bachelor of Science, Healthcare Management -

Clayton State University
01.2017

Skills

  • Leadership
  • Professionalism and Commitment
  • Problem Solving
  • Employee Coaching
  • EPIC Knowledge
  • Medical Terminology
  • Teamwork and Collaboration
  • Negotiation
  • Project Management
  • Assessment /Analysis
  • Decision-Making
  • Verbal and Written Communication
  • MS Office
  • Customer Service
  • Multitasking
  • Salesforce CRM
  • HIPAA Compliance
  • Revenue Cycle Management

Certification

Certified Pharmacy Technician, (CPhT) Pharmacy Technician Certification Board

Timeline

PATIENT CONNECTION ASSOCIATE II

Piedmont Healthcare
01.2022 - Current

FINANCIAL COUNSELOR

Emory University Hospital
03.2020 - 01.2022

PATIENT ACCESS REPRESENTATIVE III

Emory University Hospital
05.2019 - 03.2020

Lead Certified Pharmacy Technician

CVS Pharmacy
03.2016 - 05.2019

Masters of Health Administration - Health Administration

Walden University

Bachelor of Science, Healthcare Management -

Clayton State University

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Kayla Johnson