Essence Johnson

Healthcare administrative and operations professional with 6+ years of experience and progressive leadership responsibility in high-volume medical practice environments. Promoted three times from Administrative Assistant to Lead Client Coordinator to Practice Manager & Biller and member of the leadership team. Experienced in managing multi-location practice operations, supervising administrative staff, supporting 25+ clinicians, overseeing 900+ patient charts, and processing 150–200 insurance claims daily.

Proven record of improving operational performance, including reducing accounts receivable by $50K, increasing client conversion rates by 15%, and increasing live phone coverage by 72%. Skilled in practice management, medical billing, insurance verification, scheduling, team leadership, staff training, process improvement, client relations, and healthcare technology.

Practice Manager & Biller / Lead Client Coordinator / Administrative Assistant - The Center for Trauma Stress and Anxiety - Multiple Locations/Hybrid

(2021-01)

Progressive Promotion from Administrative Assistant to Lead Client Coordinator, to Practice Manager and Biller

• Lead administrative operations across three locations, supporting 25+ clinicians, 20+ staff, and four service lines while serving as a member of the leadership team.
• Manage complex scheduling, calendars, workflows, and competing priorities while providing day-to-day operational support to leadership and staff.
• Supervise five administrative employees and have trained and onboarded 10 administrative employees and interns.
• Develop and implement SOPs to improve consistency, efficiency, and accountability across administrative operations.
• Monitor KPIs, prepare performance reports, and collaborate with leadership on operational improvements and strategic initiatives.
• Led a Six Sigma process-improvement project that increased client conversion rates by 15% within three months and improved live phone coverage by 72% over five months through workflow and staffing improvements.
• Reduced accounts receivable by $50,000 through focused follow-up, account management, and process improvements.
• Manage 900+ confidential records and process medical records requests and legal subpoenas while maintaining HIPAA compliance and discretion.
• Coordinated the opening of a new practice location and supported facility needs, office events, projects, and unexpected operational issues across multiple locations.
• Maintain strong relationships with clients, clinicians, staff, and leadership through professional communication, problem-solving, and responsive support.
• Utilize Microsoft Office, Excel, Google Workspace, Trello, Gusto, Trainual, and various healthcare and workflow platforms to support operations.

Assistant Teacher - Childtime Learning Center - Belcamp MD

(2019-03 - 2021-01)

• Collaborated with teaching staff to plan and implement activities supporting children's cognitive, physical, social, and communication development.
• Maintained organized records of individual progress, communicated updates with parents, and adapted daily activities based on developmental needs.
• Built strong relationships with families through consistent communication, professionalism, and responsive customer service.

Office Assistant - Salisbury University Financial Aid Office - Salisbury, MD

(2016-12 - 2018-05)

• Provided administrative and clerical support to financial aid advisors, contributing to efficient daily office operations.
• Maintained confidential student records in electronic and paper filing systems with strong attention to accuracy and privacy.
• Entered and updated student information in the university's financial aid system and prepared official correspondence and documentation.
• Operated a multi-line phone system, responded to inquiries, and communicated with students and families regarding financial aid processes.
• Sorted and distributed incoming mail and faxes and prepared outgoing correspondence for students.
• Created and maintained Excel spreadsheets to track financial aid figures and support departmental reporting and budgeting needs.

Bachelor of Arts - Psychology - Salisbury University (2014-08 - 2018-05)