Customer Service Project Management

Angel Johnson

***** ******** **. ************, ** 46229 C: 317-***-**** *************@*****.***

Project Coordinator Healthcare Customer Service Administrative Support Enthusiastic professional with over 10 years of diverse transferable experience and adaptability for various environments. Proven ability with conflict solutions, customer service, interpreting compliance regulations and ability to understand business needs. Core Competency

Project Management

Process Improvements

Records Management

Multi-task/Prioritize

SuccessFactors

AS400

Service Delivery

Analytical Ability

Excellent communicator

Excellent Computer Skills

ServiceNow

Social Service

Clinical development

Flexibility

Salesforce

Troubleshooting

Compliance

SAP

Clinical trials

Pharmaceuticals

EDUCATION

Master of Business Healthcare Administration - Indiana Wesleyan University Bachelor of General Studies- Indiana University, Fort Wayne, IN PROFESSIONAL EXPERIENCE

State of Indiana- Indianapolis IN-June 2018-Current Disability Adjudicator

● Maintain daily caseload

● Review the disability report and determine the evidence needed to document medical and non-medical facts of record

● Communicates the rights, responsibilities and guidelines of the Social Security Disability Program to claimants, attorneys, medical community and the public

● Prepare the final determinations of eligibility, write grammatically and technically correct notices of decisions.

● Authorize the purchase of medical records and special consultative examinations

● Confer with clinical psychologists and physicians, assesses credibility of symptoms, assigns controlling weight of medical opinions and drafts residual functional capacity assessments Angel Johnson

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Conduent – Client Eli Lilly Indianapolis IN- June 2016-May 2018 Course Administrator

● First point of contact to both internal and external instructors for all scheduling issues.

● Provided direct support to the client's Learning and Development team.

● Compiled data for analysis and reporting for various learning management and administration systems.

● Liaison with vendors, trainers and various focal points in order to book instructors and venues for sessions.

● Monitored low enrollment reports to ensure classes maintain appropriate enrollment levels.

● Used needs assessment tools to determine effectiveness of training programs.

● Identified compliance issues, content and facility needs for events/sessions

● Coordinated on-site delivery needs.

TMS Health/Conduent – Client Roche Indianapolis IN- November 2013-May 2016 Administrative Coordinator

● Provided support to the client’s medical scientific liaisons and sales team

● Oversaw the implementation of new training supplies policy which resulted in reduces cost by 50%.

● Led team in closing a 3 year CAPA

● Implemented a tracking system for diabetes pumps sold and completed trainings.

● Improved department efficiency by 50% through implementation of strategic workflow and process improvements.

● Reduced documentation compliance risks.

● Effectively handled customer needs by quickly gaining trust, approaches complex situations and resolving problems to maximize efficiency.

● Increased trainer satisfaction 60% by revamping services protocols.

● Performed all work in accordance with records management work practices and procedures.

● Ensured adherence to all record protection audits.

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