Mark Johnson

• Assisted team members on claims processing, benefit verification, and accuracy standards.
• Monitored quality reviews, identified errors, and reinforced corrective actions for consistent compliance.
• Coordinated cross-functional communication with pharmacists, customer service, and operations partners to clear complex cases.
• Provided appropriate overrides to members.
• Supported adherence to HIPAA, pharmacy policies, and operational procedures across daily activities.
• Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.

• De-escalated frustrated callers with calm communication and active listening.
• Resolved inbound customer inquiries using call center scripts and account records.
• Processed service requests, billing updates, and order changes accurately.
• Verified account information and protected confidential customer data during interactions.
• Documented call details, customer issues, and resolution steps in CRM systems.
• Assisted customers with troubleshooting basic service and connectivity issues.
• Escalated complex cases to appropriate departments while maintaining case continuity.
• Supported team workflow by adapting to call volume and changing customer needs.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Completed two years of general education requirements. Did not complete a degree.