Micah Johnson

Experience

• 

  Xerox

  Sept 1989 - Jan 1998

  Provide problem resolution and training to external and internal customers on Xerox products, hardware and services. Interface with customers and achieve customer satisfaction through problem resolution.

  • Senior Customer Service Support Representative

    Sept 1995 - Jan 1998

  • Customer Service Support Representative

    Sept 1989 - Sept 1995
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  American Healthcare Providers

  Mar 1998 - Jan 2001

  Interfaced with Medical Provider groups to service their accounts and ensure proper and prompt claim payment towards building long term relationships between the HMO and the Provider. Client support for membership, providers and employer groups. Problem resolution, creating claim status reports. Updating member information. Monitoring of call volume, compiling BCMS split reports, reporting monthly telephone standards to CMS. Trained new employees and updated current employees on new processes. Claims investigation for the customer service unit. Contacted medical groups (IPA's) for claim status. Gathering pertinent information to expedite claims processing for members and providers. High-end problem resolution, monitoring workflow, customer service training. Interfacing with internal departments to ensure quality service for both internal and external customers.

  • Provider Relations Specialist

    Jul 1999 - Jan 2001

  • Senior Customer Service Representative

    Mar 1999 - Jul 1999

  • Claims Research Specialist

    Dec 1998 - Mar 1999

  • Acting Customer Service Supervisor

    Mar 1998 - Dec 1998
• 

  AMS Direct

  Jan 2001 - Aug 2004

  Monitored the performance of Sales Specialists via reports generated by the AS400, CentreVu and Digisoft systems. Assisted Sales Specialists in successfully reaching individual and team goals for the areas of Sales, Resales, Quality, Availability, Schedule adherence and Error management. Motivated and coached team members to performance through one on one sessions, side by side monitoring, explaining features and benefits of products, and using sales and closing techniques. Conducted weekly meetings to communicate new initiatives, products and processes. High end problem resolution for contact center clients, internal and external customers. Team consistently met or exceeded all performance measures for all monthly and annual reviews. Show less

  • Sales Coach/Supervisor

    Oct 2002 - Aug 2004

  • Team Leader

    Jan 2001 - Oct 2002
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  2020 Advisors

  Sept 2004 - Nov 2009

  Customer Service Director

  Interfaced and managed account relationships for numerous vendors that the company serviced

• 

  Loan Home Inc

  Dec 2009 - Apr 2011

  Business Development Director

  New business acquistion, brand development, program implementation

• 

  JC National Security

  Apr 2011 - Oct 2014

  Office Manager

  Account Management. Contract Review and processing. Problem resolution and Client retention

• 

  AIM Specialty Health

  Nov 2014 - now

  Business Analyst/Lead Trainer

  Construction, Testing and Promotion of Clinical Decision Algorithms within the Clinical Engine that supports Anthem/AIM Specialty Health Operations, Client and Members. Lead Trainer for the Build/Test Team.

• 

  PHP Agency, Inc.

  Jun 2021 - now

  Financial Services, Life Insurance Products

  • Director of Expansion and Life Insurance Broker

    Aug 2021 - now

  • Licensed Life Producer

    Jun 2021 - Feb 2022