Remote Provider Services Customer Advocate

JODIE L JOHNSON

*** * ******* **, ****** IA / H: 563-***-**** ********@*****.**

Summary

I was with UHC for over 15 years. I demonstrated ability to complete tasks accurately despite interruptions and competing demands. Experienced in the Provider/Intake role, team player, and dedicated, motivated, detailed oriented individual. Work well with little to no supervision. I have been WAH (work at home) for the past 8 years. I am computer literate, DOD certified with UHC. Great integrity, accuracy and meets/exceeds expectations in my field.

Skills

Multiple system application: ICUE/HSR, NICE, IEX, Microsoft Word, PowerPoint, Outlook, VCC, Facets, ETS, docviewer, ECHO, Chrome navigation, Citrix, April, PPMT…

M&R, C&S and MIOD notification and provider/member assistance

Exceptional customer service skills

Healthcare Industry

Experience with notification process for providers/members

Product and service understanding

Experience

Receiving clerk. July 2025 to current

Hodge, Dubuque, IA

Receive material for John Deere

Certified all areas of receiving: Check in, receiving, RFID for ticketing to storage

Practice 5’s

UHC Provider Service Advocate Mar 2006 to Current

United Health Group, E Cotton Center – Phoenix, AZ

Utilize call center tools such as ICUE, Avaya/VCC, IEX, CDU, NICE, Sharepoint, outlook and My Metrics, Facets, ETS, doc viewer, ECHO, Chrome navigation, Citrix, April, PPMT…

to process daily activities within Provider Services

Appeals Assistance. Meeting time lines of appeals an requirements based on state guidelines.

Knowledge and continue education on the end-to-end provider authorization process to maximize the customer experience

Assisted providers telephonically with all requests related to the pre/prior-authorization process

Special Projects w/UHC: entering notifications for company mergers, Banner claims issue, pilots for new processes, verbal member outreach, CIP cross over

Conducted analysis to address errors which led to a positive outcome

Effectively controlled the release of proprietary and confidential information for general client lists

Monitored multiple databases to provide assistance to provider regarding notifications

Proactively identified and assist/solve complex problems impacting operations management and business direction

Inputted information from provider calls into the company's system using ICUE and CareOne

Resolved conflicts between parties in order to reach win-win solutions to disagreements and clarify misunderstandings

Supported Intake department in operational improvements and resolution of processes to deliver top-notch customer service

Provided outstanding Provider service to new and long-standing customers by attending closely to concerns and developing solutions

Hospital Corporate Payroll Technician Jun 2001 to Nov 2002

Banner Health Systems, Phoenix AZ

Payroll clerk: time-card calculation, adjustments to shortages/over payments

Proactively identified and solved complex problems impacting employees payroll issues

Supported Corporate Payroll in operational improvements and resolution of payroll problems to deliver top-notch customer service

Resolved conflicts and between parties in order to reach win-win solutions to disagreements and clarify misunderstandings

Inputted information from customer calls and onsite service visits into the company's system using Kronos

Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions

Monitored multiple databases to keep track of all payroll and adjustments

Effectively controlled the release of proprietary and confidential information

Delivered an exceptional level of service to each customer by listening to concerns and answering questions

Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction

Education and Training

Allied Business Schools Medical Coding Course, CA 2017

A.I.B.T., Phoenix, AZ Course: Data Processing Specialist 1988

Clearfield High School, Clearfield, PA 1982

References

References are available upon Request

Contact this candidate