Monica Johnson
Port Wentworth,GA
Summary
Endearing Medical Technician committed to ensuring patients are comfortable and at ease while under hospital supervision. Gifted with superb oral and written communication skills. Hands-on experience preparing treatment rooms, performing medical administrative duties and retrieving and interpreting laboratory and procedure results. Committed and hardworking Walmart Associate with experience processing transactions and assisting customers. Dedicated to resolving issues, answering customer questions and ringing up customers. Creative problem-solver versed in customer service. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Successful and seasoned Insurance Representative with expertise in providing wide range of high-quality insurance solutions. Possesses deep knowledge of insurance industry with extensive experience assessing customer risk and providing tailored solutions to meet needs. Adept at building trust with clients, providing guidance and financial advice, and delivering outstanding service.
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Call Center Representative Specialist
Botox one
Atlanta, GA
10.2022 - 02.2023
- Increased efficiency and team productivity by promoting operational best practices.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Called patients insurance for verification.
- Organizing fax documentations.
- Obtain eligibility.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Identified and resolved discrepancies and errors in customer accounts.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Sought ways to improve processes and services provided.
- Researched denied claims and contacted insurance companies to resolve these issues.
- Created and maintained spreadsheets detailing medical procedures and insurance denials and approvals.
- Reached out to insurance carriers to obtain prior authorization for testing and procedures.
- Maintained patient confidentiality and safeguarded medical records to avoid information breaches.
- Input all patient data regarding claims and prior authorizations into system accurately.
- Responded to inquiries from healthcare providers regarding prior authorization requests.
- Provided feedback on customer satisfaction surveys regarding customer service experience.
- Provided feedback on the efficiency of the customer service process.
Caregiver/Medical Technician
Pineland Behavioral Health
Statesboro, GA
07.2022 - 02.2023
- Assists residents with activities of daily living, including bathing, dressing, grooming, toileting, transferring and getting to and from activities and meals according to individual service plan
- Allows and encourages residents to do as much of their own care as possible
- Administering medication, reporting changes, collecting samples, and recording medication dosages,
- Documentation, Assist with med-room tasks and Assist and manage resident emergencies.
- Conducted wide range of laboratory tests and recorded results.
- Upheld laboratory protocols dictated by facility, governing agencies, or special project requirements.
- Documented and verified patient information using laboratory information system.
- Helped management optimize laboratory processes for maximum efficiency and performance.
- Monitored inventory levels of supplies, equipment, and reagents used and placed orders for replacements.
- Identified and traced quality control issues impacting laboratory results.
- Prepared and inspected medical equipment and instruments to manage wear and tear.
- Operated wide range of laboratory equipment and instruments to complete analysis.
- Maintained patient confidence and protected hospital by keeping information confidential.
- Collected and processed laboratory specimens to obtain samples for analysis.
- Maintained patient records and reports to enable tracking history and provide accurate and up-to-date information for physicians and other medical staff.
- Conducted routine laboratory tests to determine underlying conditions and diagnosis.
- Prepared solutions, stains and reagents in accordance with standards.
- Followed appropriate disinfecting procedures to sterilize medical equipment.
- Measured patient vital signs such as blood pressure, pulse rate, and temperature to record information on patients' charts.
- Interacted with patients and families while demonstrating high standards of performance, teamwork, and compassion.
- Administered medications and performed basic and advanced patient assessments.
- Collect blood and tissue samples with focus on accuracy and adherence to aseptic techniques.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Maintained entire family's schedule and organized events.
- Managed over 50 patients per night.
- Supported bathing, dressing and personal care needs.
- Maintained clean and well-organized environment for client happiness and safety.
Licensed Insurance Customer Service Representative
Nationwide
Alpharetta, GA
04.2021 - 06.2022
- Answer moderately complex inbound phone calls regarding auto and home policy's, inbound calls from policyholders, agents, third parties, and business partners who are inquiring about insurance products
- Make policy changes, answer policy, and billing questions, take payments, and provide requested documentation.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Modified, updated and processed existing policies.
- Calculated adjustments, premiums and refunds.
- Posted payments to accounts and maintained records.
- Collected premiums and issued accurate receipts.
- Met with customers to provide information about available products and policies.
- Analyzed risk factors to recommend appropriate coverage levels.
- Collected premiums on or before effective date of coverage.
- Educated clients on insurance policies and procedures.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Negotiated with insurance underwriters to obtain better coverage and improved rates for clients.
- Very high call volume, over 60 calls per day.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Call Center Representative
United Healthcare
01.2019 - 04.2021
- Addressed customer account discrepancies and concerns.
- Promptly responded to inquiries and requests from prospective customers.
- Developed and updated databases to handle customer data.
- Implemented and developed customer service training processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Investigated insurance claims denials and appeals.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Built and maintained positive working relationships with patients and staff.
- Developed and implemented customer service policies and procedures.
- Took copayments and compiled daily financial records.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Resolved billing inquiries and disputes in timely fashion.
- Balanced deposits and credit card payments each day.
- Handled customer service inquiries in person, via telephone and through email.
- Used Sagenda to schedule appointments.
- Assisted patients in filling out check-in and payment paperwork.
- Verified insurance eligibility and coverage for patients.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Supported accounts receivable operations within assigned functions.
- Maintained designated portfolio of customer accounts by contacting customers behind on payment obligations.
- Very high call volume, over 60 calls per day.
Cashier
Walmart
Port Wentworth, GA
06.2014 - 12.2020
- Operated cash register, greeted customers, and bag their items daily
- Accomplishments
- Tallied cash drawer at beginning and end of each work shift.
- Checked personal identifications during alcohol and tobacco sales.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Performed cash, card and check transactions to complete customer purchases.
- Worked with floor team and managers to meet wide range of customer needs.
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register to record transactions accurately and efficiently.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Helped customers navigate applications and in-store technology to deliver best-in-class experiences.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Set up new sales displays each week with fresh merchandise.
- Processed refunds and exchanges in accordance with company policy.
- Built relationships with customers to encourage repeat business.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Identified and resolved discrepancies and errors in customer accounts.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Restocked and organized merchandise in front lanes.
- Learned duties for various positions and provided backup at key times.
- Welcomed customers and helped determine their needs.
- Answered questions about store policies and addressed customer concerns.
- Assisted customers with returns, refunds and resolving transaction issues.
- Helped customers complete purchases, locate items, and join reward programs.
- Stocked, tagged and displayed merchandise as required.
- Managed over 100 customers per day.
- Accepted cash and credit card payments, issued receipts and provided change.
- Operated cash register or POS system to receive payment by cash, check and credit card.
Education
Nursing Certificate - Certified Nursing Assistant
Job Corps
Brunswick, GA05-2016
High School Diploma -
Screven County High School
Sylvania, GA05-2016
Skills
- Supervising experience
- Leadership
- Medication Administration
- Assisted living
- Memory care
- Hospice care
- Applying customer service skills in call center setting
- Identifying and resolving common customer issues
- Comprehending and responding to retail customer needs
- Identifying differences in materials, following instructions, and detecting details among distracting
- Responding to customer situations with sensitivity
- Disease Prevention
- Phlebotomy Functions
- Medical Records Management
- Verbal and Written Communication
- Sales Expertise
- Order Taking
- Personal Service
- Till Counting
- Currency Counting
- Staff Training
- Microsoft PowerPoint
- Collecting Information
- Maintaining Confidentiality
- Data Entry
- Vision and Dental Insurance
- Partnership Cultivation
- Quote Information
- Wound Care and Irrigation
- System Updates
- Customer Service Management
- Patient Data Updates
- Web Security
- User Profile
- Technical Support
- Billing Systems
- Help Desk Support
- Network Management
- User Training
- Test Environments
- Critical Thinking
- Error Monitoring
- Microsoft Office
- Security Monitoring
- Computer Training
- Account Services
- Website Navigation
- Information Updates
- Customer Experience Management
- High-Volume Environments
- Call Center Operations
- Telephone Etiquette
- Cash Register Operations
- Attention to Detail
- Planning and Coordination
- PPE Compliance
- Organization and Time Management
- Excellent Communication
- Self-Motivated
- Teamwork and Collaboration
- Google Workspace
- Problem-Solving
- MS Office
- Decision-Making
- First Aid/CPR
- Active Listening
- Customer Care
- Outbound Calls
- Professional Relationships
- Client Rapport-Building
- Special Requests
- Collaborative Environments
- Written Communication
- Reimbursement Processing
- Posting Charges
- Coding Proficiency
- Claim Processing
- Coding Data
- Inquiry Requests
- Medical Billing and Collections
- Billing Dispute Resolution
- Insurance Billing Procedures
- Petty Cash Disbursement
- Customer Contact
- Customer Engagement
- Review Documents
- Billing Data Verification
- Rate, Rule and Regulation Updating
- Billing Document Creation
- Patient Admission
- Medical Device Prescriptions
- Call handling
- Goal-Oriented
- Product Upselling
- Call Control
- Quality Assurance
- Customer Service
- Payment Processing
- Answering questions
- Appointment Scheduling
- Call documentation skills
- Inbound Phone Call Management
Accomplishments
- Skills Used
- Computer skills
- Customer service
- Register Skills,
- Packing Experience
- Stocking Experience
- Loading Experience
- Shipping and Receiving
- General Labor
- Cashier/CookServer
- Arbys Restaurant Group, Inc
- Statesboro, GA
- March 2011 to September 2014
- Cashier- handling money, Greeting Customers,Making them feel at home
- Cook-Stocking Cooler, Preparing The Food, and handing it out to the correct Customer
- Cleaning - Making sure the store is clean,outsides are clean and the bathrooms
- Cleaning the cookingarea ,as well as the dishes.
Additional Information
- Authorized to work in the US for any employer
Certification
- CPR
- Certified nursing assistance
Timeline
Call Center Representative Specialist
Botox one
10.2022 - 02.2023
Caregiver/Medical Technician
Pineland Behavioral Health
07.2022 - 02.2023
Licensed Insurance Customer Service Representative
Nationwide
04.2021 - 06.2022
Customer Service Call Center Representative
United Healthcare
01.2019 - 04.2021
Cashier
Walmart
06.2014 - 12.2020
Nursing Certificate - Certified Nursing Assistant
Job Corps
High School Diploma -
Screven County High School
- CPR
- Certified nursing assistance
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