Kwanicha Johnson
Commerce City
Summary
Healthcare administrator with over a decade of experience in patient scheduling, appointment coordination, insurance verification, and EMR systems. Led teams of 40 representatives, improving operational efficiency and minimizing call abandonment. Focused on enhancing patient and member experiences.
Overview
13
13
years of professional experience
Work History
Project Captain/Healthcare Operations/Call Center Supervisor
CFOL International
Glendale
11.2021 - 01.2026
- Supervised 40 representatives supporting VA Office of Community Care, enhancing service delivery and team performance.
- Managed 900–1,100 inbound calls daily while maintaining service-level agreements.
- Resolved complex patient and veteran escalations.
- Coordinated with VA providers to ensure timely authorizations and continuity of care.
- Improved operational workflow, reducing call abandonment from 33% to 5%.
- Participated in leadership meetings to identify trends, contributing to strategic initiatives and operational improvements.
- Keywords: Healthcare Operations
- Call Center Leadership
- Veteran Services
- Authorizations
- Patient Coordination
- KPI Reporting
- Analyzed project performance data to recommend improvements for future initiatives.
Customer Service Representative
Kaiser Permanente
11.2020 - 11.2021
- Handled high volume of incoming calls, providing timely assistance to customers.
- Resolved complaints to enhance member satisfaction and retention.
- Assisted members with benefits, billing, ID cards, and account access.
- Assisted Medicare Advantage members.
- Processed premium payments.
- Documented member interactions to ensure accurate records and follow-up.
Administrative Support
UCHealth Kidney Transplant
04.2018 - 10.2020
- Coordinated patient appointments with outside hospitals and specialty facilities to ensure seamless care continuity.
- Processed referrals and prior authorizations to facilitate patient access to necessary services and treatments.
- Verified insurance eligibility.
- Insurance Verification
- Scheduled post-transplant patient appointments.
- Scheduled Telehealth appointments.
- Coordinated surgery scheduling.
- Managed inbound and outbound patient calls, providing timely information and support to enhance patient experience.
- Maintained patient medical records.
- Entered laboratory results into Epic.
- Utilized Epic software for patient management.
- Supported physicians, nurses, and front office staff.
- Healthcare Administration
Patient Access Liaison
UCHealth Transplant
01.2017 - 04.2018
- Managed 70–160 daily inbound calls, facilitating timely appointment scheduling and addressing patient inquiries.
- Assessed and prioritized patient concerns in a clinical setting.
- Delivered excellent patient service, enhancing patient satisfaction through effective communication and support.
- Registered new patients in Epic, ensuring accurate data entry for efficient patient tracking.
- Scheduled new and follow-up appointments.
- Verified insurance coverage.
Medical Data Entry Agent
MAXIMUS
Glendale
09.2016 - 01.2017
- Processed urgent healthcare cases to facilitate timely patient care.
- Performed data entry with high accuracy.
- Entered data into systems accurately and efficiently.
- Updated and organized electronic medical records to ensure accuracy.
- Reviewed documents for completeness and correctness to maintain data integrity.
- Reviewed medical eligibility cases to ensure compliance with healthcare regulations.
- Communicated effectively with colleagues to resolve discrepancies.
Member Service Representative
AAA Colorado
Glendale
07.2015 - 09.2016
- Addressed member inquiries regarding services and benefits, promoting satisfaction and engagement.
- Informed customers about benefits, enhancing their understanding and utilization of services.
- Managed high-volume inbound calls.
- Provided roadside assistance to members, ensuring timely support during emergencies.
- Collaborated with team members to enhance customer service experience.
- Conducted training sessions for new employees to ensure they understood company policies and procedures.
Customer Service Representative
UnitedHealthcare
Parker
09.2012 - 12.2012
- Resolved customer issues by employing effective communication and problem-solving skills, enhancing customer satisfaction.
- Assisted members with inquiries regarding health plans and services.
- Supported members through healthcare plan questions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Facilitated enrollment process for clients, ensuring accurate completion of necessary documentation.
- Educated clients on benefits, coverage options, and wellness programs to empower informed decision-making.
- Provided thorough explanations of medication coverage options.
- Analyzed insurance benefits to ensure accuracy.
Education
High School Diploma -
CCI Charter School
Aurora, CO05-2005
Skills
- Healthcare Operations
- Call Center Leadership
- Patient Scheduling
- Appointment Coordination
- Patient Registration
- Insurance Verification
- Referrals management
- Care Coordination
- Epic EMR
- Epic charting
- Medical Records Management
- Electronic medical records
- Patient Management Systems
- Telehealth Scheduling
- Telehealth Platforms
- HIPAA Compliance
- Healthcare Administration
- Operational Efficiency
- Process Improvement
- KPI Reporting
- Quality assurance
- Customer Service
- Medical Terminology
- Multitasking
- Problem Solving
- Training & Coaching
- Team building
- Excel
- Microsoft Office
- Teams
- Veteran Healthcare
Timeline
Project Captain/Healthcare Operations/Call Center Supervisor
CFOL International
11.2021 - 01.2026
Customer Service Representative
Kaiser Permanente
11.2020 - 11.2021
Administrative Support
UCHealth Kidney Transplant
04.2018 - 10.2020
Patient Access Liaison
UCHealth Transplant
01.2017 - 04.2018
Medical Data Entry Agent
MAXIMUS
09.2016 - 01.2017
Member Service Representative
AAA Colorado
07.2015 - 09.2016
Customer Service Representative
UnitedHealthcare
09.2012 - 12.2012
High School Diploma -
CCI Charter School