Dee Johnson

Results-driven healthcare operations and implementation leader with 15+ years of experience managing large-scale, CMS-regulated programs and enterprise client implementations. Proven ability to lead cross-functional teams, drive regulatory compliance, oversee national program rollouts, and deliver operational excellence across multiple healthcare organizations. Strong background in implementation strategy, stakeholder engagement, and process optimization.

Lead Operations Analyst - Evernorth / Cigna - Jacksonville, FL

(2021-09)

• Lead multi-client implementation and execution of CMS-regulated programs across national healthcare organizations (Centene, HCSC, CareSource, Cigna, Medical Mutual).
• Serve as primary liaison between clients, compliance, and internal teams to ensure successful program deployment and adherence to contractual and CMS requirements.
• Oversee implementation and ongoing execution of Medicare Vaccine and Excluded Provider Programs, ensuring compliance and audit readiness.
• Manage enterprise complaint analysis, identifying trends, risks, and corrective actions to improve performance.
• Coordinate cross-functional teams (operations, compliance, QA) to deliver consistent, scalable program execution.
• Develop and present executive-level reports on compliance, risks, and operational performance.
• Standardize processes and quality controls across client implementations to ensure consistency and efficiency.

Supervisor (FEMA Contract) - Maximus Inc - Jacksonville, FL

(2021-09 - 2023-03)

• Managed high-volume federal program operations, ensuring SLA adherence and compliance with FEMA guidelines.
• Led team performance, training, and quality assurance to support national disaster response initiatives.
• Resolved escalated issues and ensured accurate, compliant case processing.
• Drove process improvements to maintain productivity and operational continuity in surge environments.
• Managed federal program operations supporting disaster response.

Supervisor, Unemployment Assistance Operations - Titan Technologies - Jacksonville, FL

(2020-05 - 2021-09)

• Oversaw daily operations, ensuring team adherence to safety protocols and quality standards.
• Trained and mentored new employees, fostering a collaborative work environment.
• Implemented process improvements that enhanced workflow efficiency and reduced downtime.
• Conducted regular performance evaluations, providing constructive feedback to team members.
• Oversaw statewide implementation and execution of unemployment assistance operations during COVID-19 response.
• Managed workloads and staff performance to ensure timely and compliant claims processing.
• Partnered with QA and leadership to maintain accuracy, compliance, and service delivery standards.
• Led process improvement initiatives to reduce bottlenecks and improve turnaround times.
• Managed high-volume claims operations and compliance.
• Improved workflow efficiency and service delivery.

Claims Business Process Analyst - UnitedHealthcare - Jacksonville, FL

(2017-01 - 2020-04)

• Analyzed business processes to identify inefficiencies and recommend improvements.
• Collaborated with cross-functional teams to streamline workflow and enhance operational performance.
• Developed comprehensive documentation for process mapping and analysis, ensuring clarity for stakeholders.
• Led initiatives to implement process automation tools, increasing productivity across departments.
• Supported implementation, testing, and optimization of claims systems and operational processes.
• Acted as business liaison between IT and operations during system implementations and major incidents.
• Managed CMS system access compliance across Medicare and Part D environments.
• Delivered training, documentation, and workflow improvements to support enterprise system adoption.
• Coordinated cross-functional teams to resolve system issues and enhance operational efficiency.
• Managed project timelines and deliverables, ensuring adherence to strategic goals and stakeholder expectations.
• Established strong relationships with internal clients to better understand their needs and expectations related to process improvements.
• Identified opportunities for cost savings through streamlined processes while maintaining quality standards.

Provider Enrollment Analyst - Blue Cross Blue Shield / First Coast Service Options - Jacksonville, FL

(2010-08 - 2012-03)

• Analyzed provider enrollment applications for adherence to regulatory standards, facilitating smooth onboarding processes.
• Engaged with cross-functional teams to ensure accuracy and consistency in provider data and documentation.
• Created comprehensive onboarding training materials for new analysts, fostering knowledge sharing and improving team performance.
• Conducted analysis of enrollment trends to identify opportunities for optimizing processes and enhancing accuracy.
• Oversaw CMS-compliant provider enrollment processes, ensuring precision and adherence to regulations.
• Ensured accuracy of provider credentials while addressing intricate enrollment challenges to streamline processes.
• Spearheaded client onboarding operations to enhance customer experience and satisfaction.

Telecom & Project Management - BellSouth, GTE, Alltel - Atlanta, GA

(1987-08 - 2004-06)

• Led large-scale service implementations and infrastructure projects.
• Managed cross-functional teams, client relationships, and operational transitions.
• Delivered enterprise-level project coordination, system conversions, and service deployments.

Master of Science - Emergency Management And Disaster Resilience - Eastern Kentucky University (2024-12)

Graduate Certificate - Healthcare Safety - Eastern Kentucky University (2024-12)

Graduate Certificates - Emergency Management And Disaster Resilience - Eastern Kentucky University (2024-12)

Bachelor of Science - Public Safety Management - Florida State College (2021-05)

Associate of Arts - General Studies - Florida State College (2020-04)