Joseph Garretson
Hackettstown,NJ
Summary
Expert in the design, management and continuous improvement of Patient Access Centers, Customer Service and Customer Experience organizations. Metrics-driven leader, with a laser focus on building successful teams and driving profitable operations. Skilled in creating vibrant, diverse, inclusive cultures.
Overview
20
20
years of professional experience
Work History
Vice President Patient Experience (contract)
APDerm
05.2024 - Current
- Recruited to re-structure and scale a centralized clinical and non-clinical Patient Access operation of over 100 employees
- Serve as critical advisor to SLT on Patient Access, digital transformation and outsourcing strategies
- Implementing a CCaaS solution designed to handle patient interactions, communication and reporting
Vice President Patient Support (contract)
Abra Health
2022 - 2024
- Centralized patient support into one Patient Access Center
- Developed a robust omnichannel strategy including phone, email, chat, and SMS
- Served on medical leadership committees focused on elevating the patient experience
- Led design and expansion of a new CRM system, including RingCentral and Nice CXone
- Added new revenue streams through Outbound Recall programs, expanding revenue by over $5 million
Vice President Customer Success
Score Media (acquired by Penn National)
2021 - 2022
- Envisioned and launched the first 24/7 Customer Support Contact Center and US headquarters
- Created an Incident Management process, achieving 90% FCR and 2-hour Avg Resolution Time
- Implemented Zendesk, Slack, JIRA, Confluence, and other Customer Support platforms
- Recruited, hired, and trained initial staff, working to establish key internal functions for new start-up
Senior Director Patient Experience
Schweiger Dermatology Group
2018 - 2021
- Established the overall vision and strategic plan for the Patient Support organization of over 250 employees, including two BPO locations in Honduras and Colombia, handling over 6 million transactions annually
- Partnered with physician and administrative leaders to drive down patient no shows by over 20%
- Quickly launched a remote workforce, maintaining all KPI's including an 82% NPS and 3% Abandoned
- Created and implemented a change management strategy for a large-scale technology implementation
- Developed strategic partnerships with Revenue Cycle, Sales, Marketing, Finance, and Human Resources
- Designed and implemented a NICE CXone platform with WFM, QMS and KPI Dashboards
Vice President Customer Service and Inside Sales
Publicis Health
2017 - 2018
- Provided inside Sales leadership to 5 RMs, 10 DMs & 400 Reps, supporting 15 pharma clients & 40 brands
- Expanded key client relationships generating new business opportunities exceeding 100% of revenue
- Conceptualized and launched an onsite 100 seat, Contact Center for Novartis' Customer Experience Center
- Awarded JD Power Certification: Outstanding Customer Service 2017/2018
Senior Director Patient Access
Mount Sinai Health System
2015 - 2016
- Provided leadership to a centralized Patient Support organization of 250 employees
- Launched a new 250 seat Patient Access Center in NYC
- Strengthened the hospital's business through the implementation of several Patient Retention initiatives
- Led complex technology initiatives including WFM, Voice Analytics and Guided Questionnaires
Senior Director Technical Support Customer Service
C3i Solutions (acquired by Telerx)
2012 - 2015
- Consulted with Merck on consolidating 26 Technical Support Call Centers into 4 global operations in India, China, Bulgaria and PA
- Served as Client Services Lead and Call Center SME
- Provided strategic leadership for Sanofi, our largest Contact Center client, with more than 400 agents, supporting hardware, software and pharmaceutical prescribing data
- Generated $13 million in incremental client revenue to $25 million annually
- Monitored and analyzed all KPIs and customer feedback to enable continuous process improvements
- Created a customer-centric support strategy focused on FCR and 'Whatever It Takes' service
- Improved overall CSAT scores from 75% to 90%
Program Director – Customer Service and Inside Sales
Xerox Business Services
2009 - 2012
- Provided senior leadership in a union environment to over 500 employees for our largest client call center
- Single POC for three strategic, key government clients: MTA, PANYNJ, NYSTA
- Assumed direct responsibility for a $60M P&L, while exceeding all KPI's including 95% CSAT, 93% FCR
- Expanded Avaya CMS and NICE IEX Workforce Management Systems
- Awarded by the SIEDC: “The Best Company to Work for In Staten Island'
Director – BPO Contact Centers
Pfizer
2003 - 2009
- Provided operational leadership for a BPO Technical Support Center of more than 250 agents, supporting hardware, software and pharmaceutical prescribing data
- Represented Sales Operations as the End User Services Lead on a Sales Force Automation transition
- Partnered with Global Sourcing on a multi-million-dollar RFP designed to consolidate multiple vendors
- Monitored the operational performance of several BPO outsourced relationships
Education
Bachelor of Arts - Psychology
William Paterson University
Wayne, NJSkills
- Digital Transformation
- Customer Experience
- Vendor Management
- Call Center Management
- Recruiting and Hiring
- Budgeting and Forecasting
- Change Management
- CRM Implementation
- Account Management
- Training and Mentoring
- Project Management
- BPO Management
- Operations Management
- Technology and Innovation
- Strong Global Leadership
- Process Improvement
- Performance Metrics Tracking
- Data Analysis
- Client Relationship Building
- Contract Negotiation
- Strategic Planning
- Customer Relationship Management
- Technical Support
- Growth Planning
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Vice President Patient Experience (contract)
APDerm
05.2024 - Current
Vice President Patient Support (contract)
Abra Health
2022 - 2024
Vice President Customer Success
Score Media (acquired by Penn National)
2021 - 2022
Senior Director Patient Experience
Schweiger Dermatology Group
2018 - 2021
Vice President Customer Service and Inside Sales
Publicis Health
2017 - 2018
Senior Director Patient Access
Mount Sinai Health System
2015 - 2016
Senior Director Technical Support Customer Service
C3i Solutions (acquired by Telerx)
2012 - 2015
Program Director – Customer Service and Inside Sales
Xerox Business Services
2009 - 2012
Director – BPO Contact Centers
Pfizer
2003 - 2009
Bachelor of Arts - Psychology
William Paterson University
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