Vanetta Johnson
Crown Point,IN
Summary
Over 25 years of customer service.
Superb troubleshooting and analytical skills with the capacity to accurately identify and assess problems.
Highly motivated and able to assume multiple responsibilities and remain productive within a time-sensitive, fast-paced environment.
Recognized for professionalism, thoroughness, and commitment to quality and teamwork. Outstanding communication and interpersonal skills. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
14
14
years of professional experience
Work History
Commercial Pharmacy Review Associate
Cigna
05.2023 - Current
- Responds to fax and phone inquiries from health care professionals and pharmacies to assist them through medication prior authorization
- Shifts through 25 - 35 faxes and phone calls per day, making sure information is thoroughly correct.
- Performs research on medication inquiries for prior authorizations for customer's pharmacy or medication coverage while using departmental procedures and corporate policies.
- Developed strong client relationships through timely and thorough follow-up on inquiries and concerns.
- Implemented data-driven decision-making strategies, improving overall business performance.
- Greeted customers and offered assistance for increased customer satisfaction.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
Customer Engagement Specialist
American Fidelity/Insight Global(Temp)
10.2022 - 05.2023
- Answered phone calls regarding status's of claims and benefits questions
- Verified pertinent information regarding customer's account, making sure to protect customer's sensitive information
- Able to read policy language per customers' policies, advising what customer's benefits are
- Was transferring calls to appropriate departments
- Offered assistance to customers, paying attention to special needs or wants.
- Acted as liaison between customers and other departments.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Updated account information to maintain customer records.
Client Services Representative
Maximus / Health Care and Family Services (Temp)
03.2019 - 04.2022
- Expedited calls relating to court orders, child support payments and balances, and modifications in a high-volume environment
- Exercise superior confidentiality and security of all sensitive consumer information
- Provide management with updates on all issues regarding quality, training, policy, procedures, and staff issues
- Transfer/refer consumers to appropriate entities according to established guidelines
- Facilitate the fulfillment of consumer requests for materials via mail, email, or download
- Responded promptly to all inquiries consistent with confidentiality and privacy policies and referred callers to alternate sources when appropriate
- Track and document all inquiries using applicable systems.
- Delivered exceptional customer service by actively listening to concerns and promptly addressing them.
Customer Service Representative
Combined Insurance
11.2010 - 09.2016
- Assisted policyholders with questions in regard to their policies and claims
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Calculated and read benefits policies for policyholders
- Handled customer inquiries and suggestions courteously and professionally.
- Intermediary between policyholders, claim adjuster, and applicable departments
- Dispatched incoming inquiries to the appropriate departments
- Worked closely with field agents in regards to policy holder’s information.
Education
Some College (No Degree) - Business
Joliet Junior College
Joliet, ILHigh School Diploma -
Bolingbrook High School
Bolingbrook, United States06.1997
Skills
- Time Management
- Complex Problem-Solving
- Computer Skills
- Attention to Detail
- Customer Service
- Decision-Making
- Active Listening
- Adaptability
- Chat Specialist
- MS Office
- Data Entry
Timeline
Commercial Pharmacy Review Associate
Cigna
05.2023 - Current
Customer Engagement Specialist
American Fidelity/Insight Global(Temp)
10.2022 - 05.2023
Client Services Representative
Maximus / Health Care and Family Services (Temp)
03.2019 - 04.2022
Customer Service Representative
Combined Insurance
11.2010 - 09.2016
Some College (No Degree) - Business
Joliet Junior College
High School Diploma -
Bolingbrook High School
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