Customer Service Data Entry
Resume:
Michelle Renae Johnston
**** ** **** *****, ** Lauderdale, Florida 33312
***********@*****.***
Page 1 of 4 5/15/2024
BACKGROUND:
Presently have 30+ years’ experience in executive and administrative support, technical editing/typing, enrollment, project & account management, account reconciliation, invoicing/billing, purchasing and payroll processing. Experience includes 6 years in Medicare & Medicaid compliance, Medicare enrollment; design and preparation of corporate proposals, RFPs, hospital contracting, ancillary providers and vendor contracting; data entry; production material planning & purchasing, preparation of Navy documentation; and customer service. Additionally, 5+ years experience in supervisory/office management roles. Proficient in Microsoft Office, Word, Excel, Power Point, Visio, Adobe & Outlook. EMPLOYMENT HISTORY:
07/2024 – 07/2025 - – Monroe County BOCC:
04/2025 - Present
Permit Technician I – Monroe County BOCC – Big Pine Key, Florida Independently operate and manage the Big Pine Key location of the Monroe County Building Department. Utilizing two operational systems (CommunityPLUS SunGard Public Sector and Community Development – ORACLE Cloud Application): Assists community (via phone and in- person), staff and management with all aspects of permitting and customer service. Duties include, but not limited to, permit application receipt, screening, review, tracking, payments and issuance through to completion (as outlined below). 07/2024 – 04/2025
Permit Technician I – Monroe County BOCC – Marathon, Florida Assists community, staff and management with all aspects of permitting, in keeping with Monroe County’s mission, vision, and values. Responsibilities include, but not limited to, the following:
● Screens, logs, processes, follow-up and tracks permits from acceptance through plan review, issuance and closure.
● Screens, logs, distributes and tracks site plans, surveys, elevation certificates, inspection reports, and additional required permit documentation.
● Collects, records, reconciles and remotely deposits monies received for permitting, impact, code compliance and miscellaneous fees.
● Generates cash receipt reports.
● Issues Certificates of Compliance (CCs).
● Assists Sr Coordinator with coordination of Plans Examiners on Code Compliance issues related to permitting and other tasks.
● Interacts and provides telephonic and in-person permitting information and assistance internally and to applicants, contractors, property owners, realtors, etc.
● Maintains, tracks, duplicates (for Public Records) and performs research of permitting records, as required.
● Receives, distributes and prepares internal county courier and external USPS mail.
● Provides back-up coverage for co-workers’ functions, in their absence.
● Mentors new staff
● Performs other related job duties as assigned.
Michelle Renae Johnston
4721 SW 34th Drive, Ft Lauderdale, Florida 33312
***********@*****.***
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10/2017 – 06/2019 – Wellcare HealthPlans:
04/2018 -06/2019
Project Analyst – Wellcare HealthPlans – Henderson Rd, Tampa, Florida Promoted from EA & worked in an exempt role of a Project Analyst in the Vendor Management Unit of the Health Services department supporting Strategic Initiatives. Duties include, but not limited to: vendor contract oversight and management; financial analysis and management, reporting & tracking; vendor budget planning & management; invoice reconciliation and payment; overseeing day-to-day vendor management operations. 10/2017 -04/2018
Executive Assistant – Wellcare Health Plans – Tampa, Florida Health Services department supporting Health Services CMO, (2) VPs, Sr Directors and staff. Duties include, but not limited to:
● plan, monitor and support daily activity; schedule, monitor and coordination of calendars, schedule/plan meetings/venues, webex/conferences; plan and schedule catering
● schedule travel, flights, lodging & cars for management and staff
● monitor, track & submit monthly expenses in Oracle database for management and staff
● reconcile corporate credit card statements for management
● enter new expense requisitions in iProcurement database
● submit invoices for payment in iProcurement database
● order office supplies
● process new hire onboarding; submit access tickets (new hires, badge requests, software/hardware, general access, etc.)
● work with facilities department on workstation assignments; coordinate moves
● update Org Charts in MS Visio, monthly
● enter personnel requisitions in Taleo database
● prepare/send mailings thru Loop One
● assist other EAs daily and provide backup coverage in their absence. 04/2001 – 09/2017 – Corporate Capital BlueCross:
07/2015 – 09/2017:
Provider Network Automation Consultant – Capital BlueCross – Harrisburg, Pennsylvania
Responsible for representing the department in the implementation and daily operations of electronic commerce initiatives. Develop and provide first and second level technical support and consulting services to member providers, vendors, and clearinghouses in the implementation, utilization and overall support of the electronic services offered by Capital BlueCross. Attend meetings and participate in conference calls and webinars. Support providers by telephone, email and on-site visits to resolve various issues relative to the use of automation services. Advise management of changes in a provider's operations or procedures that may affect data submission, claims processing or systems configurations and recommend a plan of action for resolution when appropriate. Document all contact, issues and work performed for each provider in a Salesforce tracking tool. Interface with various departments, internal and external customers to obtain necessary data, file extracts and maintain reporting Michelle Renae Johnston
4721 SW 34th Drive, Ft Lauderdale, Florida 33312
***********@*****.***
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files in organized manner. Execute a variety of testing procedures for system enhancements to support a smooth transition to production. Utilize a variety of software tools and analytic techniques to support automation operations including Salesforce, Microsoft Excel, Microsoft Access, and Crystal Reports and maintenance of various files for use by the unit and other departments.
11/2011 – 07/2015:
Provider Network Coordinator – Capital BlueCross – Harrisburg, Pennsylvania Provide administrative and Provider Network support to Vice President, Provider Network Engagement; Sr. Director, Facility Contracting; Director, Provider Management and Director, Professional Contracting in a way that will enhance time management and improve managerial effectiveness. Process and track all Facility, Hospital and Ancillary Provider Contracts and assist with special projects, as needed. Work directly with management, legal, contracting consultants and with facility, hospital and ancillary providers both verbally and in written communication. Electronically store, track and maintain and audit provider files. Provide monthly and yearly administrative budget support to Vice President, Provider Network Engagement; Sr. Director, Facility Contracting; Director, Provider Management and Director, Professional Contracting, for a total of nine cost centers. 03/2007 – 11/2011:
Executive Assistant II – Capital BlueCross – Harrisburg, Pennsylvania Provide administrative support to and LAN Coordinator duties for and their Units in a way that will enhance time management and improve managerial effectiveness. Assist Clinical Management Units with Special Projects, as needed. Assist with tracking & monitoring of hospital contracts. Provide monthly and yearly administrative budget support to Executive Sr. Vice President, Health Services; Sr. VP, Hospital Contracting; HS Strategy & Planning Director and five additional Health Services’ Cost Centers. 12/2004 – 03/2007:
Enrollment Supervisor – Keystone Health Plan Central (Corporate – Capital Blue Cross) – Government Programs Department – Harrisburg, Pennsylvania Supervise 7 enrollment staff and oversee all enrollment and member reconciliation functions for two Medicare Advantage Prescription Drug and Medicare Advantage Plans. Direct contact between enrollment staff, management, other departments, employer group contacts and individual members. Oversee and ensure all enrollment functions are performed within government (Medicare/Centers for Medicare and Medicaid Services - CMS) compliance regulations and timeframe requirements, utilizing internal and government systems and websites to research membership eligibility and discrepancies (Facets, Infocrossing, MARx, Medicare Beneficiary Database (MBD), etc). Create and maintain daily personnel performance and monthly membership and management reports for direct manager, department head, corporate executives and government. Develop job descriptions and personnel performance standards. Interview and hire new departmental staff. Responsible for staff training. Approve timesheets. Conduct employee performance evaluations. Perform various other supervisory and project management functions as assigned.
Michelle Renae Johnston
4721 SW 34th Drive, Ft Lauderdale, Florida 33312
***********@*****.***
Page 4 of 4 5/15/2024
03/2002 - 12/2004:
Enrollment Specialist - Keystone Health Plan Central - Government Programs Department – Harrisburg, Pennsylvania
Serve as the focal point for data entry of all enrollment eligibility transactions including membership additions, cancellations, status changes and member maintenance. Code enrollment transactions and ensure that missing or inaccurate enrollment data is resolved prior to entering the enrollment record into the front-end enrollment system. Confirm and reconcile eligibility of employer group and individual member accounts. Reconcile monthly government (Medicare/CMS) reports, research and resolve discrepancies. Assist the Medicare Program Coordinator in conducting back-end reconciliation of individual member records received from government (Medicare/CMS) on a monthly basis. Serve as direct contact for Employer Groups. Maintain a good working relationship with other units and departments pertaining to the SeniorBlue products. Utilize various internal programs and government websites to perform assigned duties (Tingley, Acxiom, CWF, McCoy, etc). In addition, complete additional assignments upon request.
04/2001 - 03/2002:
Administrative Assistant - Keystone Health Plan Central - Government Programs Department - Camp Hill, Pennsylvania
Provide administrative support to the Director and entire department. Duties include typing, transcribing and proofreading of word processing documents, memoranda and reports from various software packages such as Word, Excel, PowerPoint, Access, etc. Schedule and maintain Director’s calendar and assist with Department Managers’ calendars. Schedule and attend Department and Company meetings and record and provide minutes from meetings. Schedule reservations, meetings and luncheon arrangements, conference rooms, audio/visual equipment, telephone/furniture installation and removal. Purchase office supplies. Establish and maintain files and Department records. Receive and distribute mail. Coordinate and communicate with other Departments, staff and outside vendors to accomplish assigned tasks.
EDUCATION:
● Business Graduate, James Buchanan High School, - Mercersburg, Pennsylvania
● Cosmetologist – Head Hunters Academy – Camp Hill, Pennsylvania
● Certified Nursing Assistant – Southern Technical Institute – Pinellas Park, Florida
● Professional Guardianship Training Course – CE Broker- Clearwater, Florida LICENSES:
● Florida State Professional Guardian
● Florida State 2-15 Life incl Var Annuity & Health
● Florida State Cosmetology
● Pennsylvania State Cosmetology
CERTIFICATIONS:
Florida State:
● Notary Public
● Certified Nurse Assistant
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