Toccara Johnson
Gardendale
Summary
I am an experienced customer service specialist with over 18 years of experience in the areas of medical insurance benefits, claims resolution, and provider information maintenance. My background in these areas has molded me into a very responsible, serviced oriented and resourceful team player.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Blue Cross And Blue Shield Of Alabama
Birmingham, AL
01.2022 - Current
- Met customer call guidelines for service levels, handle time and productivity.
- Documented provider correspondence in CIS to track requests, problems and solutions
- Answer inbound calls and emails to facilitate customer service
- Field customer complaints and queries, fast-tracking them for problem resolution
- Upheld quality control policies and procedures to increase customer satisfaction
- Audit customer account information to identify issues and develop solutions
- Asked probing questions to determine service needs and accurately input information into electronic systems
- informed providers about billing procedures, processed payments and provide payment option set up assistance
- Escalated provider concerns, issues and requirements to supervisors for immediate rectification
- Assisted customers with inquiries, providing accurate information and support.
- Resolved customer issues efficiently, ensuring high levels of satisfaction.
- Documented customer interactions, maintaining detailed records for follow-up actions.
- Performed special projects assigned by management including the claims callback box, voicemail box, manager requested callbacks and trainee observation
Office Manager
Jetty Psychiatric Associates
Birmingham, AL
08.2020 - 01.2022
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability.
- Communicated with patients, ensuring that medical information was kept private.
- Monitor budget and billing payments
- Order medical and office supplies
- Supervise office staff, including receptionist, secretaries and cashiers
- Liaise with doctors and nurses to identify potential office dysfunctions
- Generate inventory records
- Defined testing protocols, quality assurance initiatives and clinic policies and procedures.
Patient Encounter Specialist
UAB Health Service Foundation
Birmingham, AL
02.2016 - 07.2019
- Worked closely with patients to deliver excellent and direct individualized patient care.
- Collected personal, medical and insurance information to provide accurate verification of benefits.
- Maintained medical record database with up-to-date patient information and provided information to other providers.
- Called patients to remind of upcoming appointments and help schedule testing for off-site services.
- Processed payments from patients for co-pays and uninsured visits.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
Patient Care Tech
Uab Hospital
01.2014 - 02.2016
- Assume responsibility for certain aspects of patient care as directed by Rn/Lpn for the hospital
- Obtain and record vitals, weight,inputs and outputs of patients
- Complete an in-house Pct training program demonstrating awareness of patient and personal safety
- I've also cross trained for a Unit Secretary work involving standard responsibilities, such as answering phones, making copies, scheduling appointments and maintaining supplies
- Admit patients, maintain patient records, break down medical charts for records
- Communicate with the clinical staff to ensure all appropriate patient information is gathered.
Monitor, Patient Encounter Specialist
07.2000 - 02.2016
- Budget and billing payments
- Order medical and office supplies
- Develop and implement office policies and procedures
- Supervise office staff, including receptionists, secretaries and cashiers
- Maintain medical and staff records
- Liaise with doctors and nurses to identify potential office dysfunctions
- Arrange cleaning staff and emergency maintenance services as necessary
- Provide informative material for patients
- Generate inventory records
- Ensure compliance with current healthcare regulations, medical laws and high ethical standardsHealth Service Foundation At UAB, Front desk patient arrival, consisting of verifying and updating patient personal information, providing information on HIPPA, Patient Safety, Rights and Responsibilities and ensuring all patients forms have been completed
- Patient check out services, consisting of, scheduling follow-up appointments, electronic credit card, e-check and cash payments for current copays and previous balances
- Obtain precertification approvals and referrals from medical insurance companies
- Insurance coverage verifications
- Medical Billing and Coding
Deli Associate
Winn Dixie
07.2012 - 12.2013
- Provide continuous attention to customer needs
- Greet, assist and thank customers in a prompt courteous and friendly manner.
- Offer product suggestions when appropriate
- Stock and rotate department products to ensure freshness and date of controlEducation
Education
CNA -
Lawson State College
Birmingham, AL2010
Diploma -
West End High School
Birmingham, AL05-2000
Skills
- Office Management
- Clerical (7 years)
- Experience Administering Injections
- Vital Signs
- Medical Office Experience
- Medical Administration
- Additional Information
- Ability to work quickly, accurately and independently in a fast paced environment, Good
- Keyboarding skills with office management experience using
- Microsoft Excel, Powerpoint
- Efficient and Detail-Oriented
- Microsoft Word
- Excel
- Publisher
- power Point
- Keyboarding (75 wpm)
Certification
CPR BLS
January 2018
Certified Nursing Assistant (CNA)
Timeline
Customer Service Specialist
Blue Cross And Blue Shield Of Alabama
01.2022 - Current
Office Manager
Jetty Psychiatric Associates
08.2020 - 01.2022
Patient Encounter Specialist
UAB Health Service Foundation
02.2016 - 07.2019
Patient Care Tech
Uab Hospital
01.2014 - 02.2016
Deli Associate
Winn Dixie
07.2012 - 12.2013
Monitor, Patient Encounter Specialist
07.2000 - 02.2016
Diploma -
West End High School
CNA -
Lawson State College