Lauren Johns

Served as the front line of contact with patients for the VISN 7 Clinical Contact Center, setting the tone of quality and healthcare services at the VHA. Worked independently to accomplish a wide variety of duties related to patient support.

• Communicated effectively via telephone and electronically to answer a large volume of inbound requests.
• Selected to be a part of a small mental health scheduling team.
• Assisted with the shadowing of new agents while they listened in on incoming calls and answered any questions they had.
• A part of a team of three, assisting veterans with all healthcare needs via the Health Chat.

Scheduler that takes in 60-100 calls daily, assisting patients and physicians' offices with specialty scheduling needs in surgery and cardiology across the Emory Healthcare network.

• Advanced from Scheduler I to Scheduler II in a 5-month period due to fast learning and efficiency in all scheduling areas.
• Engaged in weekly assignments, conducting huddle meetings, and also doing off-the-phone assignments transcribing orders into Epic.

Lead a team of agents/specialists as they work towards KPI goals within my team. While responsible for both the overall performance and the agent's growth and development.

• Presented in weekly and monthly KPI Meetings on overall team and business performance.
• Managed a team of 11 agents, making sure they hit personal and business goals through daily coaching and calibration meetings.
• Produced a number 1 sales team, 6 months in a row, with the highest QA scores and metrics.

Supported maintenance and growth of an assigned territory. Managed growth with existing accounts, as well as new client acquisition.

• Developed a network of clients that yielded monthly referral business based on quality services.
• Maintained staying above 100% of sales goal month over month and being in the overall top 15 sales reps.
• Conducted written and verbal communication through CRM, email, inbound and outbound dials.

• Average activity of 60-80 dials daily and 20-40 emails.

Actively managed and drove growth within a portfolio of healthcare financial accounts. Focus was growing the accounts month over month.

Lead daily trainings with practices to increase knowledge, benefits, and usage of the Greensky platform.

• Cultivated and maintained relationships with healthcare providers who offered Greensky for consumer financing for patients.
• Took over a book of business that was only grossing 1 million dollars in sales and grew the account within two months to 2.5 million dollars.
• Conducted communication through Salesforce with 20-40 outbound calls daily.

Supervised over 11 stores, working directly with management to help set performance metrics and oversee overall agent performance.

• Managed and trained over 5 to 20 reps per location.
• Tracked weekly sales numbers with inventory sales to achieve store sales goals.
• Managed inventory/cost of goods for all stores and made sure that all key metrics sales goals were met.