Nafesha Johnson
Blackwood
Summary
Healthcare and customer service professional with 10+ years of experience supporting patients, resolving complex inquiries, verifying insurance, and managing high‑volume calls. Skilled in benefits verification, patient enrollment, documentation accuracy, and multi‑system navigation. Known for empathy, accuracy, and problem‑solving across healthcare, insurance, and financial service environments.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Behavioral Health Technician
Legacy Healing Center
Cherry Hill, NJ
04.2025 - Current
- Supported 20+ patients daily, ensuring safety, adherence to care plans, and smooth transitions.
- Documented all patient interactions with 100% accuracy to support clinical decisions.
- Assisted with crisis intervention and de‑escalation, reducing behavioral incidents by 15%.
- Coordinated patient onboarding with admissions and clinical teams to ensure seamless enrollment.
- Provided empathetic, confidential support to patients and families during treatment.
Scheduling Coordinator (Temp)
Penske Automotive
Turnersville, NJ
12.2024 - 04.2025
- Scheduled 50+ appointments weekly with 98% accuracy.
- Resolved scheduling conflicts, reducing customer wait times by 20%.
- Delivered proactive communication to customers, improving satisfaction and reducing repeat calls.
- Verified customer information and updated records to support accurate service coordination.
- Supported front‑office operations by managing inquiries and ensuring timely follow‑up.
Medicare Sales Representative (Temp)
UnitedHealthcare
Remote
09.2024 - 12.2024
- Managed 80–100 inbound/outbound calls daily while maintaining CMS compliance.
- Exceeded Medicare enrollment goals by 15–20% through accurate plan guidance.
- Verified insurance eligibility and updated member records with accuracy.
- Explained coverage options and resolved billing questions for seniors.
- Guided new members through enrollment, benefits, and documentation requirements.
Credit Card Specialist
Discover Finacial Services
Remote
06.2023 - 08.2024
- Handled 70+ customer inquiries daily via phone and email regarding billing and transactions.
- Achieved 92% satisfaction and 95% first‑call resolution, reducing repeat inquiries.
- Investigated fraudulent activity, preventing financial loss and improving customer trust.
- Processed payments, credits, and refunds while adhering to compliance standards.
- Documented account updates and generated reports to support leadership decisions.
Treatment Associate
New Hope Behavioral Health Center
Marlboro, NJ
01.2022 - 03.2023
- Completed health history forms for 10–15 patients weekly with 100% accuracy.
- Scheduled 20+ appointments weekly and coordinated transportation.
- Supported clinicians by preparing documents and handling administrative requests.
- Directed patients to exam rooms, answered questions, and prepared for examinations.
- Maintained clean, organized exam rooms and medical equipment to support patient care.
Quality Assurance Analyst
Excelsior Medical
Neptune, NJ
03.2015 - 07.2021
- Conducted inspections on 100+ medical products weekly, ensuring FDA compliance.
- Maintained 98% accuracy in identifying defects and documenting findings.
- Reduced product defects by 10% through process improvements.
- Resolved 15–20 non‑conforming items weekly with cross‑functional teams.
- Authored detailed inspection reports to support audit readiness and regulatory compliance.
Front End Team Member
ShopRite
Neptune, NJ
08.2012 - 03.2015
- Processed 100+ daily transactions with accuracy and efficiency.
- Maintained high customer satisfaction through friendly, efficient service.
- Resolved customer concerns tactfully to support positive shopping experiences.
- Built rapport with customers, contributing to repeat visits and loyalty.
- Ensured accurate cash handling and compliance with front‑end procedures.
Education
Associate of Science - Gender Studies
University of Maryland Global Campus
Hyattsville, MD12-2025
High School Diploma -
Neptune High School
Neptune, NJ06-2012
Skills
- Insurance & Benefits Verification
- High‑Volume Call Management
- Patient Enrollment & Support
- Prior Authorization & Eligibility Checks
- Customer Service & Conflict Resolution
- Documentation Accuracy & Compliance
- Multi‑System Navigation (CRM, Microsoft Office, EMR)
- Medication, Billing & Coverage Explanation
Certification
Licensed Life and Health Insurance Agent (Eff: 8/2024 Exp: 9/2026)
Timeline
Behavioral Health Technician
Legacy Healing Center
04.2025 - Current
Scheduling Coordinator (Temp)
Penske Automotive
12.2024 - 04.2025
Medicare Sales Representative (Temp)
UnitedHealthcare
09.2024 - 12.2024
Credit Card Specialist
Discover Finacial Services
06.2023 - 08.2024
Treatment Associate
New Hope Behavioral Health Center
01.2022 - 03.2023
Quality Assurance Analyst
Excelsior Medical
03.2015 - 07.2021
Front End Team Member
ShopRite
08.2012 - 03.2015
Associate of Science - Gender Studies
University of Maryland Global Campus
High School Diploma -
Neptune High School