Compliance & Operations Specialist with 15+ Years

JOHNA GUNDERMAN

Lansford, PA 484-***-**** ***.*****.****@*****.***

PROFESSIONAL SUMMARY

Compliance and Operations Professional with 15+ years of experience supporting remote administrative operations, records management, quality assurance, claims processing, and regulatory compliance. Proven ability to manage high-volume workflows, audit complex documentation, maintain accurate records, and ensure adherence to FDCPA, HIPAA, TCPA, and UDAAP requirements. Skilled in data analysis, document review, discrepancy resolution, case management, and process improvement. Recognized for exceptional accuracy, attention to detail, and delivering consistent results in fast-paced remote environments.

CORE COMPETENCIES

• Compliance Auditing & Quality Assurance • Data Entry & Records Management • Document Review & Verification • Claims & Case Management • Regulatory Compliance (FDCPA, HIPAA, TCPA, UDAAP) • Risk Assessment & Fraud Detection • Intake Processing • Workflow Coordination • Data Validation • Records Retention • Documentation Management • Database Administration • Microsoft Office 365 & Teams • Salesforce CRM • EHR Systems (EMA, ModMed, NextGen) • Cross-Functional Collaboration

TECHNICAL SKILLS

•Microsoft Excel • Microsoft Word • Outlook • Teams • Salesforce CRM • EMA • ModMed • NextGen • CATI • Case Management Systems • EHR Systems • Google Workspace • Dual-Monitor Environment

PROFESSIONAL EXPERIENCE

RADIUS GLOBAL SOLUTIONS LLC Compliance Liaison Remote April 2024 – Present

• Process 200+ daily documentation requests, account reviews, and case investigations while maintaining 99% accuracy and regulatory compliance. • Audit consumer account activity and collection operations for compliance with FDCPA, HIPAA, UDAAP, client requirements, and internal policies. • Investigate billing disputes, account discrepancies, and regulatory complaints while maintaining accurate records and supporting documentation. • Process attorney requests, legal documentation, and formal correspondence in accordance with established procedures. • Review financial documentation, determine eligibility for payment assistance programs, and maintain accurate case records. • Escalate compliance concerns and operational risks to leadership, supporting quality assurance and risk mitigation initiatives.

THE TELEPOINT GROUP Class Action Administration Specialist Remote December 2023 – April 2024

• Audited and verified 100+ claimant documents and identification records to ensure accuracy prior to processing. • Maintained detailed case records within CRM and case management platforms. • Tracked claim status, reviewed documentation, and supported class-action administration workflows. • Safeguarded confidential information while maintaining compliance with privacy and data protection standards.

FOREFRONT DERMATOLOGY Patient Access Representative Remote October 2023 – April 2024

• Coordinated 150+ appointment workflows daily while maintaining accurate patient records across multiple clinic locations. • Managed demographic, insurance, and clinical information within EMA, ModMed, and NextGen EHR systems. • Verified insurance information, reviewed documentation requirements, and ensured record accuracy. • Exceeded productivity, documentation quality, and scheduling performance goals.

VCA ANIMAL HOSPITAL Customer Service Representative Bethlehem, PA October 2021 – September 2023

• Maintained patient records, insurance documentation, and account information within practice management systems. • Coordinated appointment scheduling, surgical procedures, and follow-up workflows to support operational efficiency. • Processed billing transactions, maintained financial records, and resolved account discrepancies. • Managed prescription requests, medical documentation, and insurance-related records while ensuring accuracy and completeness.

COVERON (SKYTECH) E-Commerce Associate Remote January 2018 – September 2020

• Managed customer account records and order documentation across Amazon and eBay marketplace platforms. • Resolved fulfillment and shipping discrepancies through email and chat-based support channels. • Verified inventory data accuracy and coordinated with logistics teams to support operational efficiency. • Maintained digital product listings and monitored account performance metrics.

MUELLER REPORTS Quality Assurance Analyst Emmaus, PA January 2017 – January 2018

• Conducted 50+ daily quality assurance reviews of inspection reports, underwriting documentation, and supporting records. • Identified reporting discrepancies, compliance concerns, and potential fraud indicators. • Collaborated with inspectors and claims personnel to improve documentation standards and reporting accuracy.

JOHNSTON & LIBERTY INSURANCE Administrative Assistant Bethlehem, PA 2015 – 2017

• Processed policy applications, renewals, endorsements, and cancellations with a high degree of accuracy. • Opened claim files, organized supporting documentation, and maintained electronic records. • Updated CRM databases, scanned documents, and prepared certificates of insurance. • Managed incoming correspondence and administrative workflows.

STR CENTER Center Supervisor Allentown, PA 2008 – 2011

• Audited calls and survey data to ensure compliance, quality standards, and data accuracy. • Reviewed completed questionnaires to identify and correct inconsistencies and data-entry errors. • Enforced TCPA, HIPAA, and privacy requirements, resulting in zero confidentiality breaches. • Managed sample distribution and quota tracking within CATI software. • Trained staff on quality standards, documentation procedures, and compliance requirements.

EDUCATION

Pen Argyl High School High School Diploma Pen Argyl, PA

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