Shemeka Johnson

Diligent steward of provider data integrity ensuring optimal healthcare network efficiency

As a Provider Data Senior Representative at Cigna-Health Spring, I played a pivotal role in ensuring the seamless operation of healthcare provider networks. With a keen eye for detail and a commitment to excellence, I meticulously managed and maintained provider data, guaranteeing its accuracy, completeness, and compliance with regulatory standards.

Key Responsibilities:

• Frequently inspected production area to verify proper equipment operation.
• Data Integrity Oversight: Spearheaded verification and validation of provider data, meticulously reviewing and updating information to uphold Cigna highest standards of accuracy and reliability. Attention to detail minimized errors and discrepancies, fostering trust and confidence in office network.
• Answered questions quickly via email or return phone call within 8 hour period.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Network Optimization: Collaborated closely with internal teams to analyze provider data trends and identify opportunities for network expansion and enhancement. By leveraging data insights, contributed to strategic decision-making processes aimed at optimizing network performance and accessibility.
• Regulatory Compliance: Maintained a comprehensive understanding of regulatory requirements and industry standards, ensuring provider data compliance with applicable laws and regulations. Through proactive monitoring and updates, mitigated compliance risks and safeguarded organizational integrity.
• Stakeholder Communication: Served as a primary point of contact for provider inquiries and support, demonstrating professionalism and expertise in addressing concerns and resolving issues promptly. proactive communication fostered strong relationships with providers, enhancing overall network satisfaction and retention.

Achievements:

• Implemented streamlined data management processes, reducing error rates and enhancing operational efficiency.
• Led cross-functional initiatives to enhance provider data quality, resulting in improved network accuracy and reliability.
• Received commendation for exceptional customer service and problem-solving abilities, consistently exceeding performance targets.

Summary:

As a Provider Data Senior Representative at Cigna-Health Spring, I combined meticulous data management expertise with a dedication to excellence to ensure the integrity and efficiency of our healthcare provider networks. Through proactive oversight, strategic collaboration, and exemplary customer service, I contributed to the organization's success in delivering high-quality care to members.

Dynamic leader empowering a team of dedicated professionals to deliver exceptional service

As a Customer Service Supervisor at MD Anderson, I led a team of 8 customer service representatives and 1 team lead, serving as a catalyst for excellence in patient-centered care. Through strategic guidance and mentorship, I fostered a culture of accountability and collaboration, empowering my team to exceed expectations and uphold the institution's reputation for unparalleled service.

Key Responsibilities:

• Team Leadership: Provided visionary leadership and direction to a diverse team of customer service representatives, cultivating a supportive and inclusive work environment. Through regular coaching and performance feedback, nurtured individual talents and fostered a cohesive team dynamic, driving morale and productivity.
• Operational Oversight: Directed day-to-day operations of customer service department, ensuring efficient workflow management and adherence to service level agreements. By implementing best practices and process improvements, optimized operational efficiency and enhanced service delivery capabilities.
• Collaborated with other departments to address recurring customer concerns, improving overall service quality.
• Quality Assurance: Implemented rigorous quality assurance measures to maintain service excellence and uphold organizational standards. Through comprehensive monitoring and evaluation, identified areas for improvement and implemented targeted training initiatives to address performance gaps and enhance customer satisfaction.
• Stakeholder Engagement: Collaborated closely with internal stakeholders and cross-functional teams to address customer inquiries and resolve escalated issues promptly and effectively. By serving as a primary point of contact for customer concerns, strengthened relationships and fostered a culture of trust and transparency.

Achievements:

• Elevated team performance and productivity, resulting in 100% increase in customer satisfaction scores within first year of tenure.
• Implemented innovative training programs and performance incentives, resulting in 97% reduction in customer service response times.
• Recognized for exemplary leadership and team management abilities, receiving accolades from senior management for consistently exceeding performance targets.

Summary:

As a Customer Service Supervisor at MD Anderson, I leveraged my leadership acumen and operational expertise to cultivate a high-performing team dedicated to delivering exceptional service to patients and stakeholders. Through strategic leadership, operational excellence, and a relentless commitment to quality, I played a pivotal role in advancing the organization's mission of providing world-class cancer care.