Customer Service Manager

Karla Johnson

Kenner, LA *****

*************@*****.*** - 504-***-****

Over 12 years of experiences in customer service, sales, and patient services. Motivate and skilled user of software, website technology, and computer literate. Effective communicator, detail oriented, knowledge in Microsoft products, and fluent in Spanish. WORK EXPERIENCE

Benefits Representative I

Services International Center- Elmwood, LA - 10/2015 to present

• Performs customer service support by responding professionally to customer inquiries:

• Responds to inbound phone calls and ensure that effective action is taken

• Assists associate in using web based service tools

• Use procedures, policy manuals, knowledge base and other reference materials to assist in answering customer (associates/manager/former associate) inquiries, issues, and transactions

• Initiates outgoing calls when call back is required (includes leave of absence initial acknowledgement outreach call)

• Uses call tracking/monitoring system to document all customer inquiries, issues, and transactions

• Complete Workday Benefit inbox transactions such as service dates, Benefits Annual Rate and other benefit related fields associated with new hire business process

• Process benefit enrollment for open enrollment and qualified status changes

• Uses case management system (HEAT) to log more complex issues to assign to Level II Representative

• Determines eligibility based on benefit program requirements

• Provides Workday and Inscider navigational support to caller

(associate/manager/formal associate)

• Redirects callers to benefit providers as needed

• Provides recommendations or suggests methods to update, simplify, and enhance processes, procedures, and technologies

• Assists with implantation of programs, policies, and services provided by the company by acting as the associate’s first line of contact

• Performs reviews of Frequently Asked Questions/ New Policy and Procedures lists to identify steps needed to answer associate inquiries Customer Service Coordinator

Tulane Medical Center – New Orleans, LA – 2014 to 2015 CSC Patient's Registration

• Verified patient's demographics and insurance information's

• Collected patient's co-payments.

• Scheduled patient's appointments and follow up appointments.

• Keep records of clinic monthly quoted.

• Coordinated times for patient's procedures.

Radiology Tech Assistant/ PRN Scheduling Coordinator Ochsner Clinic Foundation - New Orleans, LA - 2009 to 2014 Promoted to Pre-Services Radiology

• Verified patient's insurance benefits and authorize patient's procedures.

• Research radiology codes and inform staff members of any code changes

• Make sure productivity is met and exceed.

• Stays inform with update on policies changes with insurances payers.

• Knowledgeable in every area of radiology.

• Assisted the technologists and patients with their needs for their procedures.

• Maintained a organize environment. Handled paperwork, phone calls, and send for patients. Check-in outpatients and hospital patients.

• Scheduled appointments for patients and outside doctors; put in reservation for VIPs.

• Coordinated time and scheduled Pediatrics Anesthesia and Cardiac patients' case studies. Sale Associate/ Sale Lead

Ochsner Clinic Foundation - Kenner, LA - 2010 to 2011 Provided customer services; interacted with customers, styled, motive the associates.

• Exceeded the sale plan for weekly and monthly; exceeded the sale segments.

• Marketed and promoted the products in the store; setup floor set projects and participated. Handled shipments and operational functions.

Optician

Walmart's Vision Center - Grapevine, TX - 2006 to 2008 Provided customer services; trained and educated patients on the use of contacts and glasses. Handled general sales and operational functions. Maintained medical records and varieties of clerically related portions of the charts and including progress notes; collected co- payments.

• Verified vision benefits and obtained authorization for exams and benefits.

• Promoted the business for the optometrists.

EDUCATION

Business and Healthcare Administration

Kaplan of University

2017 to present

Herizing of University

2015-2017

Delagdo Community College

2008 to 2012

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