Felice Johnson Email & Phone Number

875 Greentree Road Pittsburgh, Pa 15220

Greater Pittsburgh Area

Set strategic direction for department projects, communicated change management to employees and provided managerial reporting and insight for human resource planning. * Implemented improvements that allowed staff to be reduced by 20% while maintaining performance guarantees for clients.* Conducted brainstorming sessions with cross functional staff to drive and implement best practices across the network. * Created claim informational packages and co-facilitated presentations with potential and existing clients.

Greater Pittsburgh Area

Managed staff of 30 which were responsible for adjudicating policies that covered over nine million lives and generated over $1 billion in revenue. * Built strong teams that exceeded long term operation strategies by focusing on recruiting, retaining and developing high performers that were customer-focused and produced a quality product. Turnover rate was less than 1-2% each year.* Led team to obtain a Gold certification in Cigna’s Total Quality Program that help to eliminate waste, reduce defect and deliver quality outcomes. * Served as a “visiting professional” to recruit and provide information to students on campus.

Greater Pittsburgh Area

Provided claim management and soft skill training for new hires. * Developed and updated training materials and curriculum for new hire classes.* Assessed performance and metrics of trainees to ensure all quality and productivity standards were met.

Greater Pittsburgh Area

Audited and coached claim specialists on trends and improvement opportunities in regards to customer service and claim adjudication. * Evaluated phone calls with customers and provided feedback to claim specialists and their managers.* Assessed performance and conducted quality assurance reviews of claims.

Greater Pittsburgh Area

Investigated Life and Accident claims, managed special projects and communicated trends for clients. * Consistently exceeded all quality and productivity standards.* Served as a technical resource to assist with complex claim situations as well as customer service issues.

Greater Pittsburgh Area

Supervised support teams that were responsible for the file room, mailroom and initial set up of life, accident and disability claim files. * Assisted with the implementation of a file tracker system for over 100,000 claim files with no interruption of service to our customers.

Greater Pittsburgh Area

Performed various support functions to assist the disability claim team. * Responsible for handling refunds, address verification and compiling managerial reports as well as supporting the Wang computer system.

Greater Pittsburgh Area

Worked as an intern to pre-process simple medical and dental claims.* Assisted claim teams by processing non-complex medical and dental claims.