Summary
Overview
Work History
Education
Skills
Timeline
Generic

TERRY M JOHNSON

Cordova,USA

Summary

Purposeful professional with a history of improving operational performance through Quality, leadership, training, and team building. Ability to identify problems and implement practical solutions. Able to independently manage daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities.

Overview

18
18
years of professional experience

Work History

Associate Quality & Process Improvement Analyst

United BioSource Corporation
03.2023 - Current
  • Fulfill call monitoring requirements to support program needs, including PSP, SOP, and Compliance adherence.
  • Customer service performance
  • Data entry accuracy
  • Assess, evaluate, and report on overall individual and group/team performance.
  • Make recommendations to program management on addressing individual performance concerns.
  • Complete standard Quality processes
  • Total quality process and scorecard training, Final Readiness assessment for new hires
  • Coaching for all QSO calls and identifying trends.
  • Ongoing Q-Tips.
  • Create and maintain a call library for both program and skill demonstration.
  • Participate in and execute internal and client call calibrations monthly or as defined by program requirements.
  • Compliance reporting to include identification and recording of UBC Quality errors, and client compliance assessment and reporting as defined by the program.

Case Manager

10.2019 - 03.2023
  • Acts as a liaison for provider offices and caregivers to facilitate the enrollment process of each prescription from Medical and Pharmacy benefit investigation, lab support, program introduction calls as well as authorization processes to the completion of pharmacy shipment support.
  • Considerable experience with buy-n-bill within 340B pricing as it relates to the specified therapy.
  • Superior working knowledge of specialty product channels and a keen awareness of specialty product distribution to enhance shipping details for therapy infusions.
  • Manage escalated case reviews to ensure the fluid process of the families, clients, and sites of care needs are met.
  • Communication via face-to-face, email, or phone related to program performance, status updates, as well as participation in meetings to support client goals.

Senior Eligibility Associate

06.2017 - 10.2019
  • Serviced as point of contact for internal clients and members during the enrollment process by utilizing and understanding provider guidance and eligibility processes.
  • Efficiently explained eligibility details and affordability options to patients.
  • Analyzed and processed data in CRM database by gathering enrollment data and making outbound calls.
  • Oversee inbound pharmacy and pharmacy calls and written correspondence regarding member eligibility for completion of the benefit investigation process.

Eligibility Specialist

10.2016 - 06.2017
  • Make outbound calls to members to gather Enrollment Data; analyze and process data accordingly.
  • Oversee inbound member calls and written correspondence regarding member eligibility.
  • Make independent judgments, to respond to complex or critical member issues, which provide accuracy and stability in meeting goals.
  • Maintain accurate and complete documentation of all contacts to reduce errors effectively and efficiently.

Instructor

Anthem Career College
10.2013 - 08.2016
  • Developed guides and course materials that would reiterate lecture information and assist students in their studies.
  • Instructed students through clear, informative lectures.
  • Used a variety of teaching techniques to encourage students' critical thinking and discussion by incorporating scholastic matriculation and utilizing attainable goal strategies.

Center Manager

CSL PLASMA, ZLB Plasma Service
03.2011 - 09.2013
  • Accounts receivable, invoicing, and processing center payments.
  • Maintained employee's records, corrective action as well as terminations.
  • Communicate policy and SOP changes to team members.
  • Identified problems and implemented ideas to improve efficiency as well as customer/donor interaction.
  • Trained in Phlebotomy and extracting samples for testing.
  • Prepared staff and facility for internal and external audits.
  • Quality Assurance monitoring to ensure donor and product safety.
  • Recruited, interviewed, and hired individuals who showed excitement, passion, and dedication to the company's vacant positions.

Call Center Supervisor

OMNICARE
01.2008 - 01.2012
  • Organized and directed a team of pharmacy technicians in the daily activities of the call center operations.
  • Recruit and interview potential candidates for employment.
  • Prepared monthly and annual performance reviews.
  • Supported call center technicians by resolving problems and complaints, as well as customer service support.
  • Assisted local pharmacies with adjudication of claims on the HP Rx Card
  • Developed the SOP for the First Dose Response Team.
  • Implemented a phone extension for the First Dose Response Team.
  • Received an award for Innovation for helping to develop a Certification Study Manual.
  • Facilitated new and existing work procedure in-services.

Education

Certified Pharmacy Technician and TN Pharmacy License -

Bachelor of Business Administration - Healthcare Management

AMERICAN INTERCONTINENTAL UNIVERSITY
Chicago, IL
01-2011

Skills

  • Time Management
  • Training and Development
  • Flexibility
  • Leadership
  • Active Listening
  • Conflict Resolution Techniques
  • Strong Communication Skills
  • Meticulous
  • Human Resource
  • Communication
  • Microsoft Suite
  • Team building
  • Recordkeeping
  • Quality Management

Timeline

Associate Quality & Process Improvement Analyst

United BioSource Corporation
03.2023 - Current

Case Manager

10.2019 - 03.2023

Senior Eligibility Associate

06.2017 - 10.2019

Eligibility Specialist

10.2016 - 06.2017

Instructor

Anthem Career College
10.2013 - 08.2016

Center Manager

CSL PLASMA, ZLB Plasma Service
03.2011 - 09.2013

Call Center Supervisor

OMNICARE
01.2008 - 01.2012

Bachelor of Business Administration - Healthcare Management

AMERICAN INTERCONTINENTAL UNIVERSITY

Certified Pharmacy Technician and TN Pharmacy License -

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TERRY M JOHNSON