Shakayla Johnson
Virginia Beach,VA
Summary
Focused, organized and dependable professional with a track record of success and delivering unbiased perspectives to solve disputes. Accomplished in collecting supporting information, drafting and reporting comprehensive documentation and leading agreements to resolve complex problems. Driven to strictly follow applicable laws and ethical procedures for all cases.
Overview
12
12
years of professional experience
Work History
Recovery Resolution Specialist
Cotiviti Healthcare
03.2023 - Current
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Protected company reputation by handling sensitive information with discretion and adhering to confidentiality policies.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Provided exceptional customer service during collections calls, leading to positive feedback from clients and improved relationships with debtors.
Medical Billing Specialist & Quality Assurance Rep
WPS Health Solutions
08.2018 - Current
- Maintain working knowledge of Department of Defense and HIPPA guidelines.
- Ensure payment accuracy of medical claims through Quality Assurance Audits Process adjustments and credits on medical claims Managing knowledge database for work instructions
- Assisted patients with understanding their medical bills and provided clarification on complex insurance issues, promoting a positive customer experience.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Posted and adjusted payments from insurance companies.
- Communicated effectively and extensively with other departments to resolve claims issues.
Customer Service/ Billing Representative
Ibex Global
05.2018 - 08.2018
- Reviewed and solved account and billing discrepancies.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Coordinated with intermediate parties to obtain payments and resolve issues.
Licensed Insurance Agent
Government Employees Insurance Company (GEICO)
10.2017 - 04.2018
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
- Calculated quotes and educated potential clients on insurance options.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
Call Center Representative/Receptionist
Hall Automotive
02.2017 - 10.2017
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Call Center Representative/ Receptionist
Mr. Rogers Windows
10.2016 - 02.2017
- Responsibilities included taking inbound and outbound calls Directing calls to the appropriate departments, data entry, entering service request for customers customers and setting outbound sales appointments
- Answered an average of 100 calls per day by addressing customer inquiries, data entry and providing new product information
- Described product to customers and accurately explained details and care of merchandise
- Provided an elevated customer experience to generate a loyal clientele
- Answered product questions with up-to-date knowledge of sales and store promotions.
Call Center Representative/ Receptionist
Priority Staffing- Temp to hire - Mr. Rogers Windows
04.2016 - 10.2016
- Taking inbound & outbound calls Directing call to the appropriate departments, data entry, entering service request for customers Setting outbound sales appointments Answered an average of 100 calls per day by addressing customer inquiries, data entry and providing new product information
- Described product to customers and accurately explained details and care of merchandise
- Provided an elevated customer experience to generate a loyal clientele
- Answered product questions with up-to-date knowledge of sales and store promotions.
Guest Service Representative
Fairfield Inn Marriott
07.2015 - 11.2015
- Greeted, registered and assigned rooms to guests of hotels or motels
- Computed bills, collected payments and made change for guests.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
Graduate Assistant and Associate Professor
Lindenwood University Belleville
05.2014 - 12.2014
- Responsibilities included answering phones, scheduling the program director's appointments and tutoring sessions Fostered students' commitment to lifelong learning by connecting course materials to broader themes and current events
- Demonstrated a continued commitment to undergraduate teaching through full participation in the college community
- Wrote course materials such as syllabi, homework assignments and handouts
- Wrote, administered and graded midterm and final examinations
- Coached students on public speaking and presentation skills.
Cashier
Taco Bell
08.2012 - 01.2014
- Responsibilities included Exceptional customer service, POS sales and cash management
- Excellent rapport with managers and crew members as dependable, reliable and goal oriented
- Greeted customers entering the store to ascertain what each customer wanted or needed
- Spoke with patrons to ensure satisfaction with food and service Inspected and cleaned food preparation areas to ensure safe and sanitary food-handling practices.
Education
Bachelor of Arts - Psychology and Criminal Justice
Lindenwood University
Belleville, ILSkills
- Professional Phone Etiquette
- De-Escalation Techniques
- Teamwork and Collaboration
- Conflict resolution skills
- Professional ethics understanding
- Document Preparation
Timeline
Recovery Resolution Specialist
Cotiviti Healthcare
03.2023 - Current
Medical Billing Specialist & Quality Assurance Rep
WPS Health Solutions
08.2018 - Current
Customer Service/ Billing Representative
Ibex Global
05.2018 - 08.2018
Licensed Insurance Agent
Government Employees Insurance Company (GEICO)
10.2017 - 04.2018
Call Center Representative/Receptionist
Hall Automotive
02.2017 - 10.2017
Call Center Representative/ Receptionist
Mr. Rogers Windows
10.2016 - 02.2017
Call Center Representative/ Receptionist
Priority Staffing- Temp to hire - Mr. Rogers Windows
04.2016 - 10.2016
Guest Service Representative
Fairfield Inn Marriott
07.2015 - 11.2015
Graduate Assistant and Associate Professor
Lindenwood University Belleville
05.2014 - 12.2014
Cashier
Taco Bell
08.2012 - 01.2014
Bachelor of Arts - Psychology and Criminal Justice
Lindenwood University
Similar Profiles
Isaiah WilliamsIsaiah Williams
Medical Data Entry Specialist Remote at Cotiviti HealthcareMedical Data Entry Specialist Remote at Cotiviti Healthcare
Sashoy AllenSashoy Allen
Records Retrieval Agent at Cotiviti HealthcareRecords Retrieval Agent at Cotiviti Healthcare
Betty WhiteBetty White
Team Lead Payment Accuracy at Cotiviti HealthcareTeam Lead Payment Accuracy at Cotiviti Healthcare