Tawane Johnson
Fredericksburg,VA
Summary
I am a dedicated professional who is knowledgeable of customer service delivery and posses proven multitasking abilities. I am committed to maintaining professional relationships to increase profitability and drive business results. As a dedicated administrative professional, I am well-versed in communication and team building and knowledgeable in insurance & medical benefits and claims
Overview
23
23
years of professional experience
Work History
Customer Service Representative
CareFirst BlueCross BlueShield
08.2020 - Current
- Point of contact for providers
- Proficient with benefits, claims and eligibility.
- Handle customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Registered Behavior Technician
Applied ABC
10.2019 - 06.2021
- Provided direct ABA therapy to children with autism, including skill acquisition and behavior reduction plans, as directed by the BCBA
- Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
- Supported client using principles of applied behavior analysis.
- Intervened with clients' challenging behaviors by reinforcing therapeutic alternatives and coping mechanisms.
- Kept accurate records by documenting progress and adhering to prescribed behavior plan.
- Worked as part of collaborative team to address changing needs of children and families.
- Learned specialized behavior approaches to implement behavioral strategies.
- Conducted functional behavior assessments, functional analysis, preference assessments, and assessments of basic learning and language skills to identify target behaviors and purpose of behaviors.
Enhanced Support Provider
Abacus Staffing/ Saint Marys County Public Schools
11.2018 - 09.2019
- Worked with individual autistic students as part of an intervention team with the St. Mary's County public school system
- Implement and prepared academic and behavioral instructional programs
- Collaborated with other team members and communicated with lead teacher and case manager on behavioral progression of assigned students
- Provided compassionate and patient-focused care to cultivate well-being.
Resident Care Aide
Southern Maryland Youth Home
05.2018 - 08.2018
- Provided direct care and supervision to at risk and special needs youth in a home setting
- Taught social, academic, and independent living skills to the youth under my care
- Provided transportation to & from medical appointments, school, and social activities.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Remained alert to problems or health issues of clients and competently responded.
- Offered support for client mental and emotional needs to enhance physical outcomes and overall happiness.
- Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
- Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
Optical & Optometric Assistant
Chika Eye Care
11.2017 - 12.2017
- Performed pretesting exams on patients, distribute appropriate eye wear to customers, collect & processed payments, verified insurance coverages for patients, scheduled appointments and other clerical duties as needed.
- Scheduled appointments, handled referrals and ordered supplies for optometric practice.
- Greeted patients, prepared exam rooms and documented medical records to keep office running efficiently and effectively.
- Took medical histories and reported current concerns from patients prior to physical exam by optometrist.
- Administered visual acuity tests, glaucoma screening and Keratometry and communicated findings to doctor.
- Helped patients with optical selections and dispensing to facilitate customer service.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
Customer Care Representative
Kaiser Permanente
04.2014 - 07.2014
- Assist members to obtain medical service by scheduling appointments for providers
- Handle member inquires about health plan coverage & benefits, account status and medical records request
- Responded to member's needs through competent customer service and prompt problem-solving.
- Navigated multiple computer systems and applications to find information.
- Communicated with members regarding account services, statements, and balances.
Home Health Aide
Rosa Hall
11.2012 - 01.2014
- Assisted patient with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Provided mobility assistance such as walking and regular exercising.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Followed nutritional plans to prepare optimal meals.
- Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
- Monitored client health by performing routine pulse, temperature and blood pressure checks.
- Developed rapport to create safe and trusting environment for care.
- Administered medication as directed by physician.
- Provided transportation and appointments management.
Customer Service Representative
Online Resources
11.2009 - 10.2011
- Assisted inbound callers with online banking issues such as account enrollments, password retrieval & reset, pitched additional banking services & products
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests for products, services, and company information.
Office Manager Assistant
Labor Ready
07.2008 - 11.2009
- Assist new applicants with the employment process, answer questions and qualify potential temporary employees for eligibility to work
- Explain policies, procedures and standards to new and existing employees
- Ensure new hire paperwork is completed and processed
- Informing job applicants of job duties, responsibilities, pay, schedules and working conditions
- Assist with dispatch by preparing work tickets, distributing safety equipment, selecting employees for job assignments, and directing them to the job site location
- Input, maintain and follow up on accounts receivable
- Process credit applications and set credit limits
- Make collection calls to customers
- Call customers to generate repeat sales and set sales appointments, assist in worker payout and process payroll from completed work tickets.
- Kept front office clean and well-organized to keep areas presentable for guests and maximize professional appeal.
Administrative Assistant
Acordia Wells Fargo
05.2000 - 07.2006
- Operated a multiline switchboard, greet guest, sorting incoming & outgoing mail, ordering supplies, maintaining office equipment, executive travel planning, planning and scheduling board meetings, preparing business correspondence, handling accounts receivable, payroll, employee attendance monitoring, and claims processing.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Scheduled office meetings and client appointments for staff teams.
- Executed record filing system to improve document organization and management.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Created and maintained databases to track and record customer data.
- Managed department budgets and generated financial reports for management review.
- Managed filing system, entered data and completed other clerical tasks.
Education
High school diploma -
Edward Bok High School
Philadelphia, PA06.1994
Skills
- Customer Service
- Data Entry
- Accounts Payable
- Claims Processing
- Skilled in working with Autistic individuals
- Applied Behavior Analysis
- PeopleSoft
- Oracle
- Medical Billing
- Special Education
- Microsoft Office applications
- Report Transcription
- Business Development Understanding
- Interpersonal skills
Timeline
Customer Service Representative
CareFirst BlueCross BlueShield
08.2020 - Current
Registered Behavior Technician
Applied ABC
10.2019 - 06.2021
Enhanced Support Provider
Abacus Staffing/ Saint Marys County Public Schools
11.2018 - 09.2019
Resident Care Aide
Southern Maryland Youth Home
05.2018 - 08.2018
Optical & Optometric Assistant
Chika Eye Care
11.2017 - 12.2017
Customer Care Representative
Kaiser Permanente
04.2014 - 07.2014
Home Health Aide
Rosa Hall
11.2012 - 01.2014
Customer Service Representative
Online Resources
11.2009 - 10.2011
Office Manager Assistant
Labor Ready
07.2008 - 11.2009
Administrative Assistant
Acordia Wells Fargo
05.2000 - 07.2006
High school diploma -
Edward Bok High School
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