KIZZIE BRATTON-JOHNSON
Henderson,NV
Summary
Healthcare support professional with over 3 years of experience in member and provider services, enrollment management, and benefits coordination for Medicaid/Medi-Cal programs. Expertise in utilizing CRM systems such as Salesforce and AS400/LMS to maintain 99% data accuracy for diverse member populations. Proven ability to reduce escalations through effective communication and proactive problem-solving. Aiming to apply healthcare operations knowledge and remote work skills to enhance member satisfaction and operational efficiency.
Overview
14
14
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE I
Molina Healthcare
Long Beach, USA
02.2022 - 05.2025
- Delivered high-quality remote support to 50+ members and providers daily across multiple state Medicaid/Medi-Cal programs, resolving benefit eligibility inquiries, ID card requests, and PCP changes with 95%+ first-call resolution rate.
- Maintained 99%+ accuracy in member and provider record updates using Salesforce CRM and proprietary healthcare databases, ensuring HIPAA compliance and data integrity across all transactions.
- Reduced escalations by 30% through empathetic communication and proactive problem-solving, facilitating seamless coordination between members, providers, and internal departments to resolve coverage issues.
- Executed timely follow-up protocols for unresolved cases, maintaining detailed documentation and ensuring continuity of care while strengthening member trust and satisfaction.
CARE GUIDE ADVISOR
Concentrix
Las Vegas, USA
09.2021 - 01.2022
- Provided comprehensive support via phone, email, and documentation to members, providers, and employer groups regarding enrollment processes, benefits inquiries, and coverage options across diverse healthcare plans.
- Processed enrollment changes and resolved system rejections with 98% accuracy while maintaining strict confidentiality standards and compliance with healthcare data regulations.
- Increased client satisfaction scores by 25% through clear education on benefits, coverage limitations, and plan options, empowering members to make informed healthcare decisions.
Furniture Customer Service Associate
Williams-Sonoma
Las Vegas, Nevada
05.2018 - 09.2020
- Provided customer-focused support in high-volume call center, managing over 80 calls daily.
- Resolved order issues, returns, replacements, and delivery concerns efficiently.
- Utilized inventory and order management systems to deliver accurate, real-time information.
- Maintained professionalism while addressing escalated customer concerns and adhering to service standards.
Room Reservations Agent
Affinity Gaming
Primm, NV
10.2015 - 05.2018
- Managed bookings, reservations, and customer requests across departments to ensure accuracy and confirmation.
- Maintained detailed records of reservations and cancellations, reducing booking errors significantly.
- Handled customer communications and resolved issues promptly, showcasing strong administrative coordination.
- Promoted services effectively to enhance overall guest satisfaction through targeted marketing efforts.
Communications Specialist II-1
American Psychological Association
Washington, District of Columbia
01.2011 - 12.2014
- Acted as primary contact for members, institutions, and stakeholders across various communication channels.
- Managed high-volume inquiries with efficiency and accuracy.
- Processed correspondence, claims, orders, and account updates while ensuring compliance with standards.
- Maintained meticulous documentation to support operational efficiency across departments.
Education
Bachelor of Arts - Psychology
Southern New Hampshire University
Manchester, NH12.2027
Kaplan University - Health & Wellness Studies
Kaplan University
Online12.2013
Diploma in Massage Therapy - Health Education
National Holistic Institute
Emeryville, CA12.2002
Skills
- Healthcare member and provider services
- Benefits verification and eligibility
- CRM systems (Salesforce, Remedy, AS400)
- Multi-state Medicaid and Medi-Cal expertise
- Enrollment and claims processing
- HIPAA compliance and data security
- Remote customer support excellence
- Data analysis and reporting
Available For Remote Work
True
Professional Development And Certifications
- Customer Service: Call Control Strategies, 2025
- Excel Data Analysis, 2023
- Customer Experience Management, 2023
- Project Management Skills for Leaders, 2022
- Decision-Making Strategies, 2022
- Well-Being in the Workplace, 2022
Timeline
CUSTOMER SERVICE REPRESENTATIVE I
Molina Healthcare
02.2022 - 05.2025
CARE GUIDE ADVISOR
Concentrix
09.2021 - 01.2022
Furniture Customer Service Associate
Williams-Sonoma
05.2018 - 09.2020
Room Reservations Agent
Affinity Gaming
10.2015 - 05.2018
Communications Specialist II-1
American Psychological Association
01.2011 - 12.2014
Bachelor of Arts - Psychology
Southern New Hampshire University
Kaplan University - Health & Wellness Studies
Kaplan University
Diploma in Massage Therapy - Health Education
National Holistic Institute