Davone Johnson

7/2012 – to 5/2023 Teleperformance Bristol, TN

• Ensure internal methodology is followed to manage and run efficient operations.
• Manage day to day center operations in the absence of the Call Center Manager.
• Met Service Level Metrics
• Work with support departments to ensure staffing strategies are effectively executed
• Document and communicate system and business process gaps
• Directly responsible towards fostering the development of the team by motivating them and ensuring career advancement and a long-lasting and fruitful relationship of the team with the Company through timely & constructive feedback and counseling
• Meet or exceed revenue goal.
• Meet or exceed all performance and production goals.
• Conduct cross-trains and up-train at the request of the Call Center Manager.
• Thoroughly and accurately re-cap the shift through a detailed End of Shift Report

• Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
• Collaborated with multidisciplinary team members to ensure seamless coordination of all aspects of patient care from admission to discharge.
• Achieved smoother transitions for critical care patients transferring between different levels of care within the hospital through effective communication with nursing staff, physicians, therapists, and other key personnel involved in direct patient care.
• Improved accuracy in documentation by diligently reviewing and verifying patient insurance information, demographics, and medical history.
• Assisted case managers in coordinating post-discharge services such as home health care or rehabilitation facilities arrangements when needed.
• Streamlined patient admissions process by implementing effective communication strategies and efficient data entry techniques.
• Performed various administrative tasks by filing, copying and faxing documents.
• Answered telephone over 40 calls to offer office information, answer questions, and direct calls to staff.