Summary
Overview
Work History
Education
Skills
Timeline
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STACEY JOHNSTONE

Gainesville,FL

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with patients and hospitals. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with exemplary passion committed to maintaining professional relationship to increase profitability and drive business results.



Overview

27
27
years of professional experience

Work History

Prior Authorization Specialist

Abbott Laboratories -Acelis Connected Health
02.2020 - Current
  • Subject Matter Expert - Responsible for training recently onboarded employees as well as developing and mentoring the current team. Provided training to new staff members on the intricacies of various insurance plans and their specific prior authorization requirements.
  • Assign employees authorization tasks daily, and ensure the urgent requests get worked in a timely manner. Correspond closely with all departments to maintain patient care.
  • Work closely with insurance companies to maintain optimum levels of communication to effectively and efficiently complete authorization requests.
  • Handle daily insurance authorization requests, appeals ensuring high levels of productivity and progression.
  • Maintained thorough knowledge of insurance plan requirements, facilitating accurate and timely completion of authorization requests for durable medical equipment and supplies.
  • Achieved high success rate in obtaining authorizations by effectively demonstrating medical necessity through comprehensive documentation and clear communication with insurance companies.
  • Monitored pending cases closely, proactively following up on outstanding documentation needed for successful approval outcomes.
  • Prepared and distributed denial letters, detailing reasons for denial and possible appeal measures.


Customer Service and Authorization Representative

Abbott Laboratories - Continuum Services
01.2016 - 02.2020
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing patient and hospital needs and resolving concerns. Worked closely with clinical teams to gather needed information in a timely manner, supporting optimal patient care delivery.
  • Responded to customer requests for products, services, and company information.
  • Liaised with management and sales team to better understand patient needs and recommend appropriate solutions.
  • Developed strong relationships with insurance companies, facilitating effective communication and increasing approval rates for authorizations.
  • Managed high-volume workloads while maintaining a high level of accuracy on all submitted authorizations, showcasing strong attention to detail.
  • Consistently provided prompt follow-up on pending authorizations, ensuring minimal delay in receiving essential medical services.
  • Demonstrated adaptability by quickly learning new systems and processes as they were introduced within the organization during the integration with Continuum Services and Acelis Connect Supplies.


Pathology Lab Assistant

Mayo Clinic
02.1998 - 09.2001
  • Ensured seamless workflow within the laboratory, prioritizing tasks according to urgency and importance.
  • Contributed to the timely delivery of patient results by promptly completing paperwork and entering data into the laboratory information system.
  • Documented and verified patient information using laboratory information system.


Education

No Degree - Business Administration

Luther College
Decorah, IA

No Degree - Exercise Science

Iowa State University
Ames, IA

Skills

  • Customer Data Confidentiality
  • Adaptable problem-solving
  • Collaborative team player
  • Effective multitasking
  • Proficient in efficient task management
  • Proficient in identifying customer and facility requirements
  • Positive attitude
  • Effective time management

Timeline

Prior Authorization Specialist

Abbott Laboratories -Acelis Connected Health
02.2020 - Current

Customer Service and Authorization Representative

Abbott Laboratories - Continuum Services
01.2016 - 02.2020

Pathology Lab Assistant

Mayo Clinic
02.1998 - 09.2001

No Degree - Business Administration

Luther College

No Degree - Exercise Science

Iowa State University

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