Andrea Johnson
Lithonia
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative
TTEC
Remote
10.2025 - Current
- Assisted individuals and families with health insurance enrollment, eligibility verification, and coverage questions.
- Provided accurate information on health plans, subsidies, and benefits, ensuring compliance with state and federal guidelines.
- Handled inbound calls, emails, or chat inquiries to resolve member concerns and provide excellent customer service.
- Educated clients on health coverage options, renewals, and plan updates to ensure informed decision-making.
Patient Account Representative
Optim Orthopaedics
Savannah, GA, US
03.2023 - 07.2025
- Contacts patients regarding outstanding balances
- Reviews upcoming schedules and provides notes in the patient account for the front desk regarding collections of any balances due prior to patient's appointment
- Establishes payment plans to help patients manage payment of bills
- Monitors payment plans to ensure patients are on time with payments and will contact them accordingly
- Monitors pre-surgical bucket in EMR for patient surgical cases
- Reviews the patient's insurance for eligibility and benefits
- Sets up payment plan or collects amount due prior to surgery
- Timely and appropriate resolution of all assigned accounts for patients with the purpose of managing account receivables balances
- Identify and communicate any trends, denial issues or irregularity impacting resolution of patient accounts or daily production workflow to supervisor and other team members and recommend resolution
- Assist to identify delinquent accounts to forward to collection agencies to appropriate billing staff
- Investigated and resolved denied delayed claims
- Reviewed EOBs (Explanation of Benefits) and ensured timely reimbursement
- Processed insurance claims accurately and efficiently
- Scheduled, rescheduled, and confirmed appointments for providers and specialists
- Answered multi-line phone system, responded to inquiries, and directed calls appropriately
- Checked in and checked out patients
- Resolved client inquiries and concerns in a professional manner
- Greeted and assisted patients/customers in person and by phone
Customer Service Representative
Afni
Remote
06.2022 - 03.2023
- Delivered exceptional customer support via phone, email, and chat, assisting 50–100+ customers account inquiries, product issues, and billing questions.
- Resolved customer concerns efficiently, maintaining a 90%+ customer satisfaction rating and meetings exceeding service-level agreements (SLAs).
- Processed orders, returns, refunds, and account updates while following company policies and maintaining data accuracy.
- Escalated complex or sensitive issues to supervisors or other departments with thorough documentation.
- Maintained productivity and quality standards in a fast-paced remote environment, demonstrating strong time management and self-motivation.
- Participated in weekly virtual team meetings, ongoing training, and product updates to ensure excellent service delivery.
Service Specialist
Ecolab
Savannah, GA, US
01.2021 - 09.2021
- Identify invading pests, including rats, termites, snakes, wasps, ants, spiders, mosquitos, or bed bugs.
- Inspecting buildings and the surrounding property for signs of insects, rodents and other pests.
- Set mechanical traps and place bait.
- Remove dead rodents after extermination.
Mental Health Technician
Coastal Harbor Treatment Center
02.2016 - 09.2021
- Monitored patient behaviour, emotional status, and physical condition; documented observations and reported changes to nursing and clinical staff.
- Provided direct care and support with daily living activities including hygiene, meals, and mobility, ensuring a safe and therapeutic environment.
- De-escalated behavioural incidents using nonviolent crisis intervention techniques and promoted healthy coping strategies.
- Led and participated in group therapy sessions, recreational activities, and patient engagement programs.
- Assisted with patient admissions, discharges, and routine checks, including vital signs and safety rounds.
- Collaborated with nurses, doctors, and therapists to develop and implement individualised treatment plans.
- Maintained accurate documentation in compliance with facility policies and HIPAA regulations.
- Transported patients to appointments and therapeutic programs, ensuring compliance with care routines and supervision protocols.
Companion/Caregiver
Choices of Change
10.2012 - 02.2016
- Transported client to and from appointments.
- Assisted client with daily tasks such as cleaning, cooking, shopping, and washing clothes.
- Maintained daily log of all client activities.
- Assist client with achieving weekly goals.
Education
Diploma - undefined
Lithonia High School
Skills
- Microsoft Excel
- Behavioral Health
- Powerpoint
- Security
- Mental Health
- Documentation
- Pest Control
- Organizational Skills
- Infection control
- Customer service
- CPR Certified
- Microsoft Office
Certification
Driver's License
Personal Information
- Driving License: Driver's License
- Work Permit: Authorized to work in the US for any employer
- Visa Status: Authorized to work in the US for any employer
Timeline
Customer Service Representative
TTEC
10.2025 - Current
Patient Account Representative
Optim Orthopaedics
03.2023 - 07.2025
Customer Service Representative
Afni
06.2022 - 03.2023
Service Specialist
Ecolab
01.2021 - 09.2021
Mental Health Technician
Coastal Harbor Treatment Center
02.2016 - 09.2021
Companion/Caregiver
Choices of Change
10.2012 - 02.2016
Diploma - undefined
Lithonia High School