Sharon Johnson
Douglasville,GA
Summary
Dynamic professional with over 10 years of customer service experience, including a leadership role at Greyhound Bus Lines. Proficient in Salesforce and skilled in organizational improvements, I excel in enhancing operational efficiency while fostering strong interpersonal relationships. Committed to delivering exceptional results in fast-paced environments.
Overview
27
27
years of professional experience
Work History
Technical Administrator
Gainwell Technologies LLC
Atlanta, GA
06.2024 - Current
- Assist with sending out emails with billing each month
- Assigning work to the engineers
- Meeting minutes for each meeting attended
- Assisted change request submittals for approval
- Assist with any other work that needs to be completed
Case Manager (Contractor)
McKesson
Irving, TX
11.2023 - 02.2024
- In this role I interacted with patients, physicians, clinic nurses, as well as pharmacists.
- My job was to assist the patient with getting their specialty medication approved, renewed or in some cases dealing with claim denials of the medication.
- Updating the patient personal information in the system as needed.
- Notating the account whenever we speak with the patient Personal Care Provider.
Contact Center Representative
Internal Revenue
Atlanta, GA
11.2022 - 11.2023
- Assist tax payers via phone with questions and concerns about their return
- Analyzing return for errors
- Processing returns for refunds
- Checking for timely returns and deposits
- Calculating adjustments for penalties assessed
EEC Benefits Enrollment Coordinator Specialist
Ultimate Kronos Group (Contractor)
Alpharetta, GA
08.2021 - 04.2022
- Assist employees in accessing and navigating benefits system
- Educate employees on system enhancements related to benefits
- Provide explanation of benefits options based on client summary plan description
- Assist with life event changes for newly eligible employees, marriage/birth, and related dependent verifications
- Establish and maintain effective relationships with client benefits and HR managers
- Correspond with benefits carriers to validate benefit coverage eligibility
- Responsible for creating and monitoring client interactions in Salesforce CRM
- Manage non-routine inquiries escalations in partnership with Benefits Manager.
- Participate in employee benefit eligibility audits
- Participate in special projects as assigned
Teacher Aide/Assistant
Children's Lighthouse
Houston, TX
03.2018 - 04.2019
- Assist the primary instructor in delivering curriculum while maintaining complacency with state mandates
- Discuss assigned duties with classroom teachers to coordinate instructional efforts
- Enforce administration policies and rules governing students
- Instruct and monitor students in the use of and care of equipment and materials to prevent injuries and damage
Claims Adjuster
State Farm Auto Insurance
Richardson, TX
05.2017 - 01.2018
- Assisted insured with claims
- Completed contract forms and determined liability and payment and send to insured or claimant
- Contacted customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
- Determined charges for services requested, collect deposits or payments, or arrange for billing
- Kept records of customer interactions or transactions, recording details of inquiries, complaints, and actions taken
Operations Support
Hewlett Packard
Houston, TX
02.2012 - 03.2015
- Assisted ACD Analyst contractors to assure ticket completion.
- Assisted with problem management assignments
- Supported Senior Manager with monthly metrics
- Researched client complaints related to service request and project completion
Sr. Customer Service Lead
Greyhound Bus Lines
Chicago, IL
08.1998 - 10.2011
- Supervised a team of 15 direct contact representatives
- Trained terminal employees on ticketing, reservations, claim support. incident report
- Processed daily, weekly, and monthly metrics reports associated with claims
Education
Associate of Science degree - Management
Ultimate Medical Academy
01.2018
High school diploma or GED - Business Administration
St Mary's Academy
Nauvoo, IL01-1988
Skills
- Anatomy & Physiology
- Charting
- Salesforce
- UB04
- Microsoft Outlook
- Microsoft Word
- Filing Processing Co-Payments
- Practice Structure Medical Practice Management Systems
- Healthcare Law
- CMS1450
- Payroll
- Typing
- Front desk
- CMS1500
- Management
- Insurance Verification Interpersonal Professional Communications
- Organizational skills
- Time management
- Organizational Improvements
- Medical Office Procedures
- Customer service (10 years)
- Microsoft Excel
- Human Resource Management
- Medical Terminology
- Negotiation
- Healthcare Claim Cycle
- Banking Systems
- Communication skills
- Business Office Operations
- Appointment Scheduling Insurance Billing Procedures
- Accounting
- Leadership & Management
- HIPAA Compliance
- Computer skills
- Data entry
Personal Information
Authorized To Work: US
Timeline
Technical Administrator
Gainwell Technologies LLC
06.2024 - Current
Case Manager (Contractor)
McKesson
11.2023 - 02.2024
Contact Center Representative
Internal Revenue
11.2022 - 11.2023
EEC Benefits Enrollment Coordinator Specialist
Ultimate Kronos Group (Contractor)
08.2021 - 04.2022
Teacher Aide/Assistant
Children's Lighthouse
03.2018 - 04.2019
Claims Adjuster
State Farm Auto Insurance
05.2017 - 01.2018
Operations Support
Hewlett Packard
02.2012 - 03.2015
Sr. Customer Service Lead
Greyhound Bus Lines
08.1998 - 10.2011
Associate of Science degree - Management
Ultimate Medical Academy
High school diploma or GED - Business Administration
St Mary's Academy
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