Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Hannah Johnston

Auburn,ME

Summary

Experienced professional seeking the Customer Success Operations Manager role. Possess managerial experience alongside years of hands-on involvement in customer support, administrative tasks, and workflow enhancements. Known for exemplary leadership, proactive contributions to workflow optimization, and fostering a collaborative team environment.

Overview

6
6
years of professional experience

Work History

Member Support Lead

Brightline
12.2023 - Current
  • Plans and executes weekly team meetings
  • Collaborates closely with clinical team on complex/ escalated members to meet specific needs
  • Performes quality audits and provides personal coaching/feedback
  • Creates new workflows and trains team on new processes
  • Organizes and leads team building/engagement activities
  • Provides support to VIP members

Member Support Manager (Temp)

Brightline
01.2024 - 05.2024
  • Coordinated and conducted one-on-one meetings with team to discuss performance and goals
  • Led team meetings to discuss and implement new workflows, as well as to provide updates on ongoing projects
  • Facilitated new hire onboarding
  • Spearheaded projects focused on improving workflows within the organization, enhancing efficiency and productivity

Member Support III

Brightline
10.2023 - Current
  • Managed daily scheduling tasks promptly and effectively
  • Handled inbound and outbound calls / email inquires about billing, offerings and specific requests
  • Maintained customer satisfaction by focusing on member needs and paying close attention to details to create a positive experience

Member Support II

Brightline
08.2022 - 10.2023

Senior Member Support Specialist (Temp)

Brightline
04.2022 - 08.2022

Member Support Specialist

Brightline
09.2021 - 04.2022

Care Coordinator II

Grand Rounds
07.2019 - 06.2021
  • Handled inbound and outbound calls to members and offices
  • Effectively managed time in order to meet service level agreements
  • Planned and facilitated new-hire training
  • Helped facilitate team meetings
  • Provided care to VIP members

Care Coordinator

Grand Rounds
06.2018 - 07.2019

Education

Bachelor of Science - Healthcare Studies

Husson University
Bangor, ME
05.2021

Skills

  • Ability to make decisions
  • Adaptable/ flexible
  • Strong communication skills
  • Leadership experience

Accomplishments

Brightline Mentor: Provided new hires with guidance, encouragement and tools necessary to succeed and continue engagement.


Provider Innovation Group Member: Collaborated closely with the product team to refine our care strategy, enhancing the program's effectiveness and ensuring a seamless customer experience.


Timeline

Member Support Manager (Temp)

Brightline
01.2024 - 05.2024

Member Support Lead

Brightline
12.2023 - Current

Member Support III

Brightline
10.2023 - Current

Member Support II

Brightline
08.2022 - 10.2023

Senior Member Support Specialist (Temp)

Brightline
04.2022 - 08.2022

Member Support Specialist

Brightline
09.2021 - 04.2022

Care Coordinator II

Grand Rounds
07.2019 - 06.2021

Care Coordinator

Grand Rounds
06.2018 - 07.2019

Bachelor of Science - Healthcare Studies

Husson University

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Hannah Johnston