Michelle Johnson
Locust Grove,VA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Advance Medical Support Assistant
Department of Veteran Affairs
01.2023 - Current
- Develop/maintain effective and efficient communication with patients, interdisciplinary team, management team, VA medical centers and other agency
- Collect, scan and update health insurance information
- Promote Veteran registration and utilization of My Healthy Vet (MHV).
- Streamlined front desk operations for improved workflow and reduced wait times.
Office Coordinator
Mary Washington Healthcare
10.2019 - 01.2023
- Ensure security and accuracy of patient files, payments and databases
- Communicates with physicians and office staff in timely and professional manner
- Monitor and responds to task through EMR system
- Check in patients.
- Completed bi-weekly payroll for 20 employees.
- Organized company meetings and scheduling for 20 employee team.
Office Coordinator
Inova Health Systems
04.2019 - 01.2021
- Verify patient insurance information
- Scheduled appointments and generated referrals for patients
- Effectively communicated with staff and patients
- Registered patients for appointments and procedures.
- Organized company meetings and scheduling for 10-employee team.
Telecommunications Operator
Inova Fairfax Hospital
12.2017 - 04.2019
- Demonstrate ability to effectively operate hospital-based telecommunications systems
- Properly responds to all alarms and emergency situations
- Responds to and reports telecommunications equipment failure.
- Supported customers by managing 350 calls per day efficiently while maintaining professionalism and upbeat tone.
- Assisted over 300 customers daily by answering questions and transferring to appropriate departments.
- Properly directed inbound calls in phone queues to improve call flow by 85%.
Scheduling Specialist Tier IV
Advance Health
10.2015 - 12.2017
- Read from required scripts, but also have ability be on line with member all while being in line with call center requirements
- Also, Multi-Tasking- able to use systems at same time
- Scheduled member’s appointments according to the Nurse Practitioner’s availability & geographic location
- Met Advance Health Call Center standards pertaining to Scorecard (includes decline rate, and appointment per rating, errors and attendance)
- Met number of 90 minimum appointments per week
- Familiar with Aetna, Anthem/Blue Cross/Blue Shield, most Medicare advantage plans.
Law Clerk
Andrew's Law Firm
11.2014 - 10.2015
- Set appointments for new and existing clients
- Interview clients seeking bankruptcy, divorce, and social security
- Prepare legal documentation
- Responsible as assistant of attorney.
- Maintained calendars for 8 person team by updating and entering court dates and meetings.
- Supported attorneys in preparing for trials by organizing case materials and drafting legal documents.
- Streamlined document review processes, resulting in more accurate and efficient case management.
- Managed complex caseloads, prioritizing tasks to ensure timely completion of all assignments.
- Analyzed deeds of trust to verify grantor, grantee, trustee and loan amounts for executive leadership.
Contact Center Specialist II
Belvoir Federal Credit Union
04.2013 - 03.2014
- Responsible for creating checking and savings accounts for new members
- Attended events in attempt to increase member services
- Work in call center environment, handling customer complaints and escalation calls
- Teller on daily basis
- Streamlined contact center operations for increased efficiency through process improvements and automation.
- Achieved high customer satisfaction ratings, effectively addressing concerns and providing appropriate solutions.
- Developed training materials for new employees, ensuring consistency in service delivery across team.
- Provided support during peak periods, ensuring all customers received prompt assistance without compromising service quality.
Customer Service Representative
Verizon Wireless
10.2006 - 03.2013
- Offered wireless solutions and devices for consumers and local area businesses, fully disclosing every customer encountered
- Responsible for recording store inventory on monthly basis
- Performed returns and exchanges for customers
- Performed weekly audits
- Responsible for merchandising store according to Plan-O-Grams
- Responsible for instructing device workshops
- Management with weekly audits.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
High School Diploma -
Cornerstone Christian High School
Townsend, GA08.2001
Bachelor of Science -
Strayer University
Fredericksburg, VA03.2025
Skills
- Customer Relations
- Problem Resolution
- Analytical Thinking
- Organizational Skills
- Problem-Solving
- Recordkeeping
- Written Communication
- Flexible and Adaptable
- Project Planning
- Task Prioritization
- Public Speaking
- Self-Directed
- Conflict Resolution
- Microsoft Office
- Dependable and Responsible
- Cultural Awareness
- Organization and Time Management
Certification
- CNP - Certified Notary Public
Timeline
Advance Medical Support Assistant
Department of Veteran Affairs
01.2023 - Current
Office Coordinator
Mary Washington Healthcare
10.2019 - 01.2023
Office Coordinator
Inova Health Systems
04.2019 - 01.2021
Telecommunications Operator
Inova Fairfax Hospital
12.2017 - 04.2019
Scheduling Specialist Tier IV
Advance Health
10.2015 - 12.2017
Law Clerk
Andrew's Law Firm
11.2014 - 10.2015
Contact Center Specialist II
Belvoir Federal Credit Union
04.2013 - 03.2014
Customer Service Representative
Verizon Wireless
10.2006 - 03.2013
High School Diploma -
Cornerstone Christian High School
Bachelor of Science -
Strayer University