Shani Johnson

Leads customer- and service-focused healthcare operations supporting approximately 200 clients and 200 caregivers, with responsibility for service delivery, staffing, escalations, compliance, and process improvement. Coaches staff, establishes performance expectations, and partners across stakeholders to improve service quality.

Advises clients on operational structure, customer experience, process improvement, project execution, documentation, stakeholder coordination, and scalable business practices.

Supported approximately 20 enterprise healthcare and employer-benefit implementations, coordinating employer groups, consultants, PBM stakeholders, vendors, and internal subject-matter experts. Managed requirements, milestones, dependencies, risks, and launch readiness across concurrent customer implementations.

Led and developed an 8-person patient-services team, managing coaching, performance, workflow, training, documentation, escalations, and daily service execution. Partnered with Quality, Operations, Technology, and Client Services to resolve service barriers and implement patient-focused operational changes.

Managed an approximately 800-member portfolio across Medicare, Medicaid, and commercial programs, building trusted relationships and coordinating complex needs across members, providers, internal teams, benefits, and community resources. Delivered proactive, high-touch service and achieved 99% Net Promoter Score.

Directed multi-site operations supporting approximately $20M in annual revenue and led an approximately 20-person team across customer-facing and operational functions. Managed staffing, budgets, vendors, partnerships, and service standards while coaching managers and strengthening operational consistency.

Master of Arts in Rehabilitation Counseling from Maryville University.

Bachelor of Arts in Psychology from Saint Louis University.

Completed a Diversity & Inclusion Certificate from the St. Louis Business Diversity Initiative.