Mike Johnson
Rockville,MD
Summary
Accomplished professional with 10+ years of experience in delivering excellent customer service, tech support, and financial management. I am familiar with Salesforce, MMIS, and several other customer service software solutions. I am very organized and meticulous with organizing customer interaction logs, and answering inquiries via email, chat, and phone. Processing certifications for licensed physicians and or practitioners with duties including data entry, retrieving customer data, scanning, and running expense reports.
Overview
9
9
years of professional experience
Work History
Membership Analyst
Smithbucklin
Washington , DC
08.2020 - Current
- Primary responsibility for membership and certification applicants/candidates, existing members, renewal follow-up, and assisting with the recruitment of prospective members
- Process and track all applications for membership and certification, including preliminary review for eligibility, and ensuring that approved candidates have proper exam preparation materials and access to exam scheduling systems
- Create certification documentation and update records for successful candidates, and communicate options to unsuccessful candidates
- Monitor and respond to member questions and other customer inquiries via mail, email, phone, and website, and handle log-in password requests
- Prepare financial batch reports and work with an accountant to ensure proper recording of all dues, registration, and product orders
- Assist members with purchasing registration and products and/or providing refunds as needed
- Manage the membership database system and maintain the accuracy of member information on the website, calendar of events, and social media accounts;
- Coordinate exam administration with testing centers and proctors as needed
- Performed other miscellaneous support.
Credential Provider Specialist
Codice
Washington , DC
07.2017 - 08.2020
- Screens initial and reappointment credentialing applications for physicians, ancillary providers, and facilities or groups with third-party payers and governmental programs (Medicare and Medicaid) as requested by the client in an accurate and timely manner
- Complete audit professional documentation such as resumes, licenses/ diplomas, and certifications
- Responsible for confidentiality and data entry, maintenance, and analysis of clinical provider information within the database per established guidelines to ensure complete electronic credential file to support provider enrollment and delegation requirements
- Updating spreadsheets, monitoring outstanding items for each client and providing updates to leadership, client, and team
- Coordinates and organizes credentialing/privileging requests and evidence of education, training, and experience to determine eligibility for requested privileges, and membership
- Recognizes investigates, and validates discrepancies and adverse information obtained; obtains and evaluates practitioner sanctions, complaints, and adverse data to ensure compliance
- Preparation of practitioner information for review and evaluation by medical staff leaders and support of follow-up actions taken by the medical staff organization with regard to practitioner qualification and competency management
- Collaborates with health and human services to ensure timely approval process of governing bodies, participation in accreditation surveys and audits, including verification of appropriate drug and criminal background screenings.
Customer Support Associate
George Washington University
, Washington
12.2013 - 07.2017
- Monitor various support channels (chat, email, phone) and respond to new tickets submitted by customers based on our SLAs
- Interface with development, quality assurance, business units, and sales groups to troubleshoot issues and ensure complete and expedient resolution of issues
- Utilize the Asset and Inventory Management System (AIMS) and Fixit systems to provide quality customer service to trades employees in various trades' shops
- Professionally handle customer complaints, and provide appropriate solutions and alternatives within an established timeframe with an appropriate level of customer satisfaction
- Troubleshoot and resolve technical issues related to general product knowledge, networking, training, software (download/installation/registration/performance), and billing issues
- Enter student data, forms, and documents received from any source into the student information system and/or another system (s)/software as needed
- Document management, program support and assist with file review preparation in Banner and other platforms
- Assist with administrative tasks such as scanning, filing, ordering office supplies, maintaining fax machines, copiers, etc.
Education
Bachelor's degree - Business Management
Bowie State University
Skills
- Cisco/Java
- Client Relations
- Data entry
- Financial
- Help desk support
- MS Word /PowerPoint
- Scanners
- Ticket and via email systems
Timeline
Membership Analyst
Smithbucklin
08.2020 - Current
Credential Provider Specialist
Codice
07.2017 - 08.2020
Customer Support Associate
George Washington University
12.2013 - 07.2017
Bachelor's degree - Business Management
Bowie State University
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