Shaneice Johnson
San Jose,CA
Summary
Results-driven professional with over 25 years in administration and customer service. Expertise in abuse procedures and OSHA regulations, complemented by strong analytical, problem-solving, and communication skills. Committed to enhancing business processes and fostering a collaborative environment. Experienced in Electronic Medical Records (EMR) systems, including EPIC and Avatar.
Overview
27
27
years of professional experience
Work History
Community Health Worker II
Compunnel/Bay Area Community Health (BACH)
04.2026 - Current
- Provided patient-centered support in a fast-paced federally qualified health center (FQHC).
- Advocated for patients by addressing barriers to care, facilitating timely access to medical services.
- Educated patients on healthcare services, referrals, and community resources to enhance their access to care.
- Scheduled appointments and coordinated specialty referrals, diagnostic imaging, and follow-up care.
- Verified insurance eligibility and benefits for Medi-Cal, Santa Clara Family Health Plan, Anthem Managed Health Care, and other health plans.
- Communicated with insurance companies, providers, and specialists to obtain prior authorizations and coordinate patient services.
- Maintained accurate patient records and documentation in EPIC, ensuring HIPAA compliance and supporting quality patient care.
- Assisted providers and clinical staff by managing patient flow and resolving scheduling or insurance issues.
- Managed multiple priorities while delivering excellent customer service in a high-volume medical clinic.
Contact Representative
Internal Revenue Service
01.2025 - 01.2026
- Handled high-volume inbound calls with strong call control, active listening, and conflict de-escalation skills.
- Navigated IRS systems (IDRS, ACSWeb, SERP) to research accounts, verify taxpayer identity, and process payment arrangements.
- Applied IRS collection policies and taxpayer rights to resolve balance due accounts in compliance with the Internal Revenue Manual (IRM).
- Managed high-volume inbound calls, utilizing call control, active listening, and conflict de-escalation to effectively address taxpayer concerns.
- Ensured compliance with federal regulations and IRS standards, including Section 1203 and retention guidelines.
- Analyzed taxpayer records to resolve discrepancies, ensuring compliance with federal tax regulations and delivering accurate information on IRS policies and procedures.
- Interpreted tax codes, notices, and regulatory requirements to identify and implement appropriate resolutions for taxpayer inquiries.
Health Service Representative
County of Santa Clara
01.2023 - 01.2025
- Performed administrative support duties in a high-volume medical services environment including patient registration, eligibility screening, scheduling, and processing of insurance and billing documentation for Medi-Cal, Medicare, and other programs.
- Entered, updated, and verified confidential client data in computerized systems, ensuring accuracy of registration, billing, and medical records.
- Assisted clients with completion of required forms and explained billing procedures, clinic processes, and program eligibility guidelines.
- Coordinated scheduling of medical appointments for multiple outpatient clinics using electronic systems, ensuring accurate maintenance of appointment records.
- Guided clients through completion of required forms, clarifying billing procedures, clinic processes, and program eligibility guidelines.
- Reviewed documentation for accuracy and compliance, identified and resolved discrepancies in registration, billing, and statistical records.
- Prepared admission packets, charge documents, and required forms in compliance with departmental policies and regulatory requirements.
- Applied ICD coding standards to classify medical diagnoses for billing and reporting purposes.
- Supported onboarding and training of new clerical staff by explaining procedures, systems, and departmental workflows.
Community Worker
County of Santa Clara
01.2022 - 01.2023
- Provided administrative and client support services in a healthcare/community services environment by coordinating appointments, maintaining records, and assisting with intake and service referrals for clients receiving departmental programs.
- Acted as a liaison between clients and professional staff to support coordination of services and evaluation of client needs.
- Located and contacted clients in the community to ensure access to services and supported program participation.
- Entered and updated client information in department systems and ensured accuracy of registration and service data.
- Guided clients in completing required forms and connected them with relevant community and departmental resources.
- Facilitated communication between clients and professional staff to enhance service coordination and assess client needs.
- Responded to telephone inquiries, routed medical or clinical questions to appropriate professional staff, and documented messages for follow-up by providers or nursing staff.
- Recorded and organized essential client information in department systems., gathered data, and prepared reports as required.
- Coordinated transportation and support services for clients and families to ensure access to essential services.
- Participated in staff meetings and training sessions to maintain knowledge of departmental procedures, programs, and service requirements.
Instructional Assistant
San Jose Unified School District
01.2016 - 01.2022
- Provided administrative and instructional support in educational environment by managing scheduling, documents, and communication, while maintaining confidential student records in compliance with state and federal requirements.
- Maintained and organized confidential records, including Individualized Education Plans (IEPs) and Section 504 documentation, ensuring accuracy, security, and compliance with privacy regulations.
- Maintained and organized confidential records, including Individualized Education Plans (IEPs) and Section 504 documentation, ensuring accuracy and compliance with privacy regulations.
- Supported data collection and documentation of student progress and behavioral observations, contributing to reporting and case file updates.
- Performed clerical and administrative duties such as preparing correspondence, typing meeting minutes, maintaining schedules for staff and students, and managing incoming and outgoing communications including mail distribution and telephone inquiries.
- Utilized Microsoft Office applications (Word, Excel, Outlook, PowerPoint) to prepare documents, track information, and support administrative operations.
- Supported data collection and documentation of student progress and behavioral observations, facilitating timely reporting and updates to case files.
- Maintained a structured and organized environment by assisting staff with clerical tasks including filing, copying instructional materials, and managing records systems.
Cashier
De Anza College
01.2010 - 01.2013
- Processed student payments, refunds, and account transactions using computerized systems, including cash, check, and credit card payments.
- Maintained accurate cash handling procedures, including balancing cash drawers at the beginning and end of each shift, reconciling transactions, and ensuring accountability of funds.
- Verified student identification and ensured accuracy of account access and transaction processing.
- Responded to inquiries from students and staff about account balances, payment procedures, and billing issues in person, by telephone, and via email, delivering accurate information and guidance per institutional policies.
- Executed cash handling procedures by balancing cash drawers at shift start and end, reconciling transactions, and ensuring fund accountability.
- Resolved customer concerns regarding account discrepancies and urgent issues with professionalism, applying appropriate escalation procedures as needed.
- Resolved customer concerns, including account discrepancies and urgent issues, while maintaining professionalism.
Donor Technician/Phlebotomist
American Red Cross
01.2005 - 01.2010
- Supported clinical and administrative functions in regulated healthcare environment by conducting donor intake screenings, maintaining documentation, and ensuring compliance with medical and safety protocols.
- Conducted donor eligibility screenings by collecting and documenting health history information in accordance with established guidelines and confidentiality requirements.
- Provided clinical and administrative support in a regulated healthcare environment by performing donor intake screening, maintaining required documentation, and ensuring compliance with established medical and safety protocols.
- Assisted with donor aftercare, monitoring individuals post-donation and ensuring appropriate follow-up procedures were followed.
- Monitored individuals post-donation to provide aftercare and ensured adherence to follow-up procedures.
- Delivered front-line donor support by greeting individuals, explaining procedures, and fostering positive service experiences in high-volume environment.
Office Specialist II
City Of San Jose
01.2000 - 01.2001
- Provided administrative and clerical support in high-volume office, facilitating efficient communication, document handling, and coordination of internal workflows.
- Operated office systems and equipment including computers, fax machines, copiers, and multi-line phone systems to support daily administrative operations.
- Managed incoming communications by answering and routing telephone calls, screening visitors, and directing inquiries to appropriate departments while maintaining professionalism and confidentiality.
- Managed incoming communications by answering and routing telephone calls, screening visitors, directing inquiries to appropriate departments, and upholding professionalism and confidentiality.
- Utilized Microsoft Office applications for word processing, data entry, spreadsheets, and database-related tasks.
- Prepared, completed, and verified forms in accordance with organizational procedures and assisted with document preparation, copying, and file management to support office operations.
- Maintained organized filing systems by locating, retrieving, and attaching appropriate records to incoming correspondence and ensuring accurate documentation.
- Tracked, ordered, and distributed office supplies while coordinating general office operations to sustain workflow and operational readiness.
Education
Associate Degree - Liberal Arts
De Anza, College
Cupertino, CAHigh School Diploma -
Independence Adult Center High School
San Jose, CASkills
- Patient Advocacy
- HIPAA Compliance
- Community Outreach
- Case Management
- Resource Coordination
- HIPAA Compliance
- Cultural Competence
- Decision Making
- Strategic planning
- Communication skills
- HIPAA Compliance
Areas Of Strength And Expertise
- Budgeting & Forecasting
- Business Development
- Oral and Written Communication
- Strategic Planning & Analysis
- Technical Knowledge
- Decision Making
- Vendor Leadership
- Strategic Planning
- Administrative Skills
- Medical terminology knowledge
- HIPAA Compliance
Timeline
Community Health Worker II
Compunnel/Bay Area Community Health (BACH)
04.2026 - Current
Contact Representative
Internal Revenue Service
01.2025 - 01.2026
Health Service Representative
County of Santa Clara
01.2023 - 01.2025
Community Worker
County of Santa Clara
01.2022 - 01.2023
Instructional Assistant
San Jose Unified School District
01.2016 - 01.2022
Cashier
De Anza College
01.2010 - 01.2013
Donor Technician/Phlebotomist
American Red Cross
01.2005 - 01.2010
Office Specialist II
City Of San Jose
01.2000 - 01.2001
Associate Degree - Liberal Arts
De Anza, College
High School Diploma -
Independence Adult Center High School