Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lori Johnson

Ankeny,IA

Summary

  • Detail-oriented Patient Access Representative with extensive medical services background and strong work ethic. Excellent communications skills and empathetic nature enabled achievement of positive outcomes.
  • Demonstrated strong interpersonal skills and a commitment to patient confidentiality, effectively managing high call volumes while ensuring compliance with HIPAA regulations. Recognized for providing empathetic solutions to patient inquiries.
  • Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills.


Overview

15
15
years of professional experience

Work History

Patient Service Specialist

The Iowa Clinic
08.2024 - 07.2025
  • Managed high call volumes, approximately 100 per day, while handling multiple tasks, and maintained accurate records/call logs. Scheduled, rescheduled, and canceled patient appointments, coordinating with healthcare providers and clinical staff.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Strong interpersonal skills and the ability to handle calls professionally and empathetically.
  • Assisted with EOB's, Medicare, copayments. Including private and public health insurance
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Documented patient interactions, inquiries, and appointment details in the system.
  • Responded to patient concerns, providing solutions or alternatives in a timely manner by actively listening and with empathy
  • Adhered to established protocols, including HIPAA regulations, to protect patient confidentiality.

Guest Service and Engagement Team Leader

Target
10.2017 - 07.2024
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Assisted in recruitment to build team of top performers, regularly managed team of 50 associates, onboarded 40% more staff for peak times of year.
  • Demonstrated a service culture that prioritizes the guest service experience.
  • Empowered team to make shopping effortless and seamless for guests at the check lanes, guest services, gift registry, pick-up and drive up.
  • Key holder, responsible for closing store, ensuring all guests and staff have left, lock safe, set alarms, drive by perimeter check.

Customer Service Specialist

National Pharmaceutical Services
04.2010 - 09.2015
  • Answered questions related to pharmacy benefits; co-pay costs, deliveries, prescription programs, affordable substitutions.
  • Serviced group health plans managed Medicare Part-D, Medicaid, health insurance exchanges, and workers compensation programs.
  • Identified patient needs and presented savings options and convenience of receiving medications via home delivery.
  • Initiated prior authorizations by calls and faxes to prescribers, partnered with clinical team to expedite prior authorization process
  • Answered over 85 calls per shift to meet fast-paced call center demands.
  • Trained new personnel regarding company operations, policies and services.
  • Resolved customer complaints and addressed emergency requests and needs.

Education

Purdue University North Central
Westville, IN

Skills

  • Verbal and written communication HIPAA compliance
  • Appointment scheduling
  • Empathetic
  • Phone and email etiquette
  • Customer service
  • Medical terminology
  • Confidentiality And Ethical Responsibility

Timeline

Patient Service Specialist

The Iowa Clinic
08.2024 - 07.2025

Guest Service and Engagement Team Leader

Target
10.2017 - 07.2024

Customer Service Specialist

National Pharmaceutical Services
04.2010 - 09.2015

Purdue University North Central

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