Denisha Johnson
Baltimore
Summary
Seeking a full-time position within an organization that will allow me to learn and grow, as well as expand my existing superior customer service, computer, communication, and strong organizational skills.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
90 Degree Benefits
10.2022 - 02.2025
- Resolved customer inquiries through phone and email, ensuring timely and accurate responses.
- Managed account information updates, maintaining data integrity across systems.
- Trained new team members on customer service protocols and system navigation.
- Developed and implemented process improvements to enhance customer satisfaction.
- Collaborated with cross-functional teams to address complex customer issues effectively.
- Delivered exceptional customer service through active listening and problem-solving techniques.
Service Representative/Credentialing Specialist
Kaiser Permanente
12.2019 - 03.2021
- Inbound call center answering 60-85 calls a day
- Updating members records
- Verifying eligibility
- Problem solving
- Performs overpayment analysis reporting and recovering
- Third party liability identification
- Collect, organize and prepare credentialing documents for all KP providers.
- Coordinates, monitors, and maintains the credentialing/recredentialing activities of all practitioners and facilities/organization providers in accordance with established credentialing standards set forth by the National Committee for Quality Assurance (NCQA) and state/federal regulatory body.
- Monitor compliance of all clinical staff in meeting KP requirements for licensure renewal, annual TB test, annual flu shot, HIPAA and other required online training courses.
- Document and report all changes, and updates to management
Service Representative
Baltimore Medical System
05.2018 - 12.2019
- Handles all income mail and assigned faxes and disburses to appropriate departments.
- Receives co-payments and post payments for back balances to patient accounts and gives appropriate receipts to patients.
- Performs medical record tasks such as record requests, printing Immunization records, copies of referrals, lab slips etc.
- Handles incoming and outgoing calls with the public and staff in a courteous and helpful manner. Makes appropriate effort to ensure that callers do not hold for excessive amounts of time. Records and distributes messages in a complete and timely manner.
- Using an electronic scheduling system, schedules patients for office appointments based on physician and patient needs. Places appointment reminder calls.
- Coordinates appointments with other departments.
- Reschedules appointments as necessary.
- Prepares all appropriate forms for visits in advance including patient information and consent forms.
- Verifies insurance eligibility for Medicare, Medicaid and commercial insurance via telephone and website.
- Collects and issues receipts for co-pays at the time of service.
- Balances cash log from money collected and submits to the billing office.
- Ensures all appropriate paperwork is complete and included on the patient chart and ensures that all physician specific patient forms are updated each visit:
- Accurately scans documents into the Electronic Health Record system into the patient database.
Coordination of Benefits
Johns Hopkins
03.2015 - 04.2018
- Performs overpayment analysis reporting and recovering
- Third party liability identification
- Referral and recordkeeping of open cases, closed cases and dollar recovery
- Updating members files with current and old insurances
- Medicare secondary investigations, State and Federal reporting, external audit compliance and preparation, Medicare ESRD verification updating and reporting
Delta T/ St. Vincent De Paul
06.2013 - 12.2014
- Assures that Daily/Weekly/Monthly Schedule of janitorial tasks for the building are completed in a satisfactory and timely manner per posted schedule, including ensuring that all staff and common area bathrooms are clean and have sufficient personal supplies on a daily basis
- Vacuuming, sweeping, and mopping floors and stairways
- Empty all dining room, kitchen, office and common area trash cans, clean receptacles and replace liners as necessary
- Clean dining room, office and common area windowsills and windows as needed
- Restock supplies in storage rooms and common areas
- Maintain janitor closets in a clean, organized and safe manner
- Store janitorial supplies in proper location maintain inventory of all janitorial supplies and submits order requests to supervisor
- Clean and maintain any weather-related conditions; such as flooding, snow and ice, etc.
Education
High School Diploma -
Reginald F Lewis
Baltimore, MD06-2011
Skills
- Outstanding customer service
- Problem-solving
- Manage multi-line phones
- Multi-tasking
- Powerpoint, Excel, and Word
- Self starter
- Team player
- Organizer
- Active listening
- Payment processing
- Data entry
- Filing
Timeline
Customer Service Representative
90 Degree Benefits
10.2022 - 02.2025
Service Representative/Credentialing Specialist
Kaiser Permanente
12.2019 - 03.2021
Service Representative
Baltimore Medical System
05.2018 - 12.2019
Coordination of Benefits
Johns Hopkins
03.2015 - 04.2018
Delta T/ St. Vincent De Paul
06.2013 - 12.2014
High School Diploma -
Reginald F Lewis
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