Deborah Johnson Email & Phone Number

Houston, Texas, United States

Houston, Texas Area

SENIOR CUSTOMER SERVICE SPECIALIST/RESOLVER TEAMLead the provision of customer service support to members and providers, including the handling of 50+ calls a day, while maintaining charge of multiple claim status forms and forms for monitoring call performance.• Maintain forms for provider link faxes, check tracers, and adjustments.• Partner in the creation and development of training presentations for the customer service department as well as help facilitating training.• Review provider contracts to make sure claims processed correctly based on agreements. • Develop reports, letters, memorandum and other departmental correspondence; maintain files.• Assist with identifying and responding to problems with appropriate action and follow-up. • Research and analyze escalated issues for the call center, account representatives, providers and upper management.• Provide floor support for the call center. • Assist with the input of appeals, review information and record findings.• Attend New Member Orientations.• Q&A call center representatives.

United States

Delivered all aspects of customer service support, to include answering incoming calls from members and providers at a rate of 60+ calls a day. • Responded to inquiries regarding services, payments or billing issues, complaints, and general account maintenance.• Handled and resolved billing issues or discrepancies communicated by members.• Served as a liaison between patients, physicians, insurance companies and other health care providers; maintained strict confidentiality in all matters

Houston, Texas, United States

Managed and oversaw the daily operations and activities of the customer service call center, and increased efficiency by reorganizing the staff along functional lines. • Developed performance metrics to improve customer communications by creating customer service guidelines, policies and procedures.• Initiated the scheduling of call center staff based on call center peak periods and business needs. • Devised and implemented numerous process improvements to enhance efficiency and productivity.• Assimilated various reports to monitor the flow of calls answered and abandoned as well as monitored incoming calls. • Created and launched strategic call flow processes and ensured call response compliance; monitored the flow of calls answered and abandoned.• Acted as the point-of-final-call escalation to formulate resolutions to complex customer complaints.

Managed the provision of customer service support for members and providers through the development and delivery of instructional material and training courses for staff in support company products. Employed effective needs analysis, project management, course development, and evaluation skills to drive results.• Created multi-media and visual aids to enhance the training department and various workshops.• Designed instructional workbooks and materials for the advancement of the department. • Created pro-active and responsive solutions to business needs and seized opportunities for continuous improvement in individual, team, business unit and organizational performance. • Prepared and facilitated training courses both live and on-line, to include the design of instructional materials for training designs and participant materials.• Leveraged performance metrics and measures to continually assess the effectiveness of training delivery. • Conducted and led web-based training for customer service department. • Trained customer service representatives as well as managerial staff on the use of all systems.• Performed the ongoing review of existing designated training documentation and partnered with management in the evaluation of the overall effectiveness of training programs.• Built and maintained effective relationships with line of business leaders to ensure that training needs were being met across the enterprise and at all levels.

Associate Of Science - As, It Progamming

Certificate Data Technology, Computer Science

Training Certificate In Computer And Applications, Computer Science