NATASHA JOHNSON

***** ****** **.

Houston, Texas 77016

832-***-**** (Mobile)

acqara@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

A self-motivated professional seeking an opportunity, which will embrace my Customer Service/Healthcare Management skills that will allow the utilization of my current skills, knowledge, education and experience while providing long-term committed growth.

EDUCATION AND TRAINING

University of Phoenix October 2014

Associates of Arts w/ a concentration of Healthcare Administration

Medical Assistant Program, National Institute of Technology Feb 2005

Training and acquired skills include:

Vitals

Injections

Medical Terminology

Insurance Verification

Human Disease and Pathology

Urinalysis

Stool occult test

Venipuncture

Charting

Massage Technique

Filing/Copying

Office Procedures

Telephone Etiquette

Insurance Forms

Data Entry/Typing 55 WPM

Patient Examination Prep

Sterilization Techniques

Copying

Bookkeeping

Medisoft

Customer Service

Insurance Billing

Appointment Scheduling

Advanced CPT & ICD-9 Coding

EKG

Cleaning and bandaging wounds

Microsoft Word, Excel, PowerPoint

Outlook

CPR Certified

Medicare/Medicaid

M.B Smiley High School; Houston, Texas May 2003

Diploma

EXPERIENCE

United Healthcare, Houston TX May 2007- Present

Prior Notification Team Lead

Responsibilities: Ensure that all team performance metrics are being met, with special focus on caller/customer satisfaction, quality, productivity, and schedule adherence. Manage a team of Call Center agents. Handle escalated calls to resolution from physicians, medical directors, nurses and patients. Identify and implement continuous process improvements. Work with Cross-site peers to ensure consistency and share best practices. Provide ongoing coaching and development to all agents. Ensure all Process and Procedure documents are updated and current. Ensure that all team members have current, relevant Individual Goal Documents. Completing all quality monitor/assurance reports in a timely manner while maintaining complete accuracy. Provide detailed call monitoring feedback and coaching to the agent and manager.

Apple One, Houston TX Oct 2006 – May 2007

Customer Service Trainer

Responsibilities: Training all new hires on a variety of billing systems, implementing and developing new training processes to enhance performance and quality improvement. Assisting agents and callers with resolving escalated complex issues.

Pulmonary Medical, Houston TX Mar 2005 – Aug 2006

Front & Back Office Medical Assistant

Responsibilities: Appointment Scheduling, Advanced CPT & ICD-9 Coding,Insurance Billing,Insurance Verification, Charting, Filing/Copying, Office Procedures, Copying, Bookkeeping,Patient Examination Prep, Taking Vital signs, Administering injections and advanced usage of the Microsoft offices.

Manpower, Houston, TX Sept 2005 – Mar 2006

DHL Online Billing Customer Service Agent

Responsibilities: Answering and responding to incoming billing inquiries via online/web.

References available upon request

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