Danielle Johnson

• Hire, onboard, and train call center personnel.
• Coach call center staff through challenging patient service issues.
• Analyze call center data, and prepare reports for upper management.
• Evaluate staff effectiveness and performance daily, or on an as-needed basis.
• Lead team meetings, and give presentations to leadership.
• Develop daily, weekly, and monthly call center goals, and action plans.
• Prepare work schedules to ensure sufficient coverage.
• Create personnel and supply budgets for approval.
• Engage with the Call Center team to ensure high morale.
• Performs the full spectrum of recruiting for assigned campaigns and recruitment portals.
• Manage 120+ outbound and inbound calls daily.
• Work effectively with the Pre-screeners when following up with the patients and updating the recruitment portal.
• Work effectively with the Marketing Team to update them on the status of the campaigns and lead flow.
• Manage new leads quickly and effectively to convert leads to prescreen and screening visits.
• Utilize other databases as available to maximize the study population in accordance with the goals of the organization, as well as the study sponsors.
• Manage high-volume calls from community outreach events, central campaigns, and advertisements.
• Navigate the CTMS System-CRIO.
• Collect and document patient demographics, medical history, complete phone screens, and scheduling.
• Submit weekly metrics on the number of calls conducted, prescreens scheduled, and screens scheduled.
• Attend and contribute to monthly recruitment meetings.
• Data entry.
• Direct to Screen for Priority Campaigns
• Communicate regularly with all levels of the organization.
• Thoroughly understand all assigned studies through reading the protocol.

• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
• Provided accurate information about products and services to customers.
• Answered customer inquiries via phone and email.
• Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
• Gathered customer feedback through surveys and used the data to improve customer service.
• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Maintained detailed records of customer interactions and comments for future reference.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Utilized job-related software to prepare change of address records and issue service discontinuance orders.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Data Entry
• Enrollment Intake.
• Recorded and reported adverse events to the medical department.
• Generated prescription savings cards for eligible patients.
• Mastered product knowledge.
• Resolved customer complaints promptly and efficiently.

• Scheduled and confirmed patient appointments with patients and healthcare professionals.
• Adhered to HIPAA regulations when handling confidential patient information.
• Received patient inquiries or complaints and directed to appropriate medical staff members.
• Verified demographics and insurance information to register patients in computer system.
• Ensured all necessary paperwork was completed prior to patient visits.
• Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
• Data Entry/Enrollment Intake.
• First-level technical support.
• Triage inbound calls to the appropriate personnel.
• Verifying health insurance.
• Creating and faxing medical authorizations.
• Responding to voicemails via email, and outbound calls.
• Implementing project updates.

• Filing
• Answered multiple phone lines.
• Assisted customers with price checks and addressing other inquiries.
• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Liaised between customers and retail buyers to expedite orders and meet customer demands.
• Assembling delivery packets.
• Provided accurate information about products and services to customers.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
• Resolving delivery issues.
• Tracking the routes of the delivery drivers.
• Logging delivery issues.
• Providing nightly reports to the store owner.
• Answered customer inquiries via phone, email, and chat.

• Provided feedback to management on cashier performance, identifying training needs and opportunities for improvement.
• Maintained accurate financial records, including sales reports and daily reconciliation of cash drawers.
• Performed opening and closing procedures including counting cash drawers and preparing deposits.
• Trained new team members in cash register operation, stock procedures, and customer services.
• Assisted other departments when needed by providing additional support during busy periods.
• Filing
• Administering cashier performance tests.
• Approving returns.
• Supervised cashiers and lot associates.
• Scanned items and checked pricing on cash register for accuracy.
• Helped customers find specific products, answered questions, and offered product advice.
• Identified opportunities for improving operational efficiency through process optimization initiatives.
• Assisted management with developing and managing employee improvement strategies to encourage exceptional performance from staff.

• Administered modalities such as electrical stimulation, ultrasound, and heat and cold therapy to reduce pain and inflammation.
• Maintained organized documentation and patient files.
• Asked patients to practice personalized exercises and monitor pain at home.
• Scheduled appointments with patients based on availability and severity of injury.
• Monitored patient progress and modified treatment plans accordingly.
• Gave pain-relief treatment to patients involving moist packs, foam rollers, soothing balms and infrared lamps.
• Maintained professional relationships with coworkers, supervisors, colleagues, vendors and other members of the healthcare team.
• Utilized problem-solving skills to identify potential solutions for challenging cases.
• Administered injections.
• Filing.
• Cleaning and stocking the therapy rooms.

F

• Answered phones, scheduled appointments, greeted patients and ordered supplies.
• Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
• Inspected equipment to ensure proper working order prior to use on patients.
• Positioned patients properly during examination or treatment for comfort and safety.
• Administered injections, medications and treatments as directed by the physician.
• Filed insurance claims forms in accordance with applicable regulations.
• Responded to patient callbacks and phone-in prescription refill requests.
• Explained treatment procedures and physicians' instructions.
• Organized charts, documents and supplies to maintain team productivity.
• Secured patient information and maintained patient confidence by completing and safeguarding medical records.
• Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
• Conducted patient interviews to gather health history, vital signs and information about current medical issues.
• Contacted medical facilities to schedule patients for admission.
• Changed dressings on wounds to prevent infection and check for healing.
• Educated patients about medications, procedures and physician's instructions.
• Documented notes during patient visits.
• Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
• Kept facility stocked with necessary supplies, equipment and instruments.
• Verified appointment times with patients, preparing charts, pre-admission and consent forms.
• Measured vital signs and took medical histories to prepare patients for examination.
• Collected samples from patients for laboratory testing purposes.
• Participated in team meetings to improve workflows and contribute to improving patient population outcomes.