McCaulie Johnson
Monroe
Summary
Dedicated and performance-driven Patient Care & Customer Service Professional with over four years of experience in high-volume medical call center environments and 6 years of overall Hotel Hospitality. Proven track record of managing complex scheduling, reducing call handling times, and maintaining exceptional service quality. Recognized for strong empathetic communication, seamless multi-system software navigation, and a commitment to supporting both provider and patient goals & hotel hospitality environments.
Overview
11
11
years of professional experience
1
1
year of post-secondary education
Work History
Call Center Representative
Trinity Health Michigan Heart Cardiology
Monroe
10.2021 - Current
- Managing IHA Trinity Health Epic system of high-volume inbound calls, ensuring accurate routing, efficient issue resolution, and a high level of patient satisfaction.
- Deliver empathetic, professional customer service to patients, other medical offices, pharmacies, insurance companies, addressing complex medical scheduling and inquiries seamlessly.
- Utilized CRM and specialized medical software to document interactions, track patient feedback, manage medication refills, schedule cardiology appointments, take messages for cardiology teams, and train new staff on call-handling procedures and department protocols.
- Reduced average call handling time while maintaining service quality and patient compliance, developing streamlined communication processes to enhance response times and improve clinic workflow.
- Handling high call volumes while adhering to customer service quality standards.
- Managed phone inquiries and directed calls to appropriate departments.
- Resolved patient issues by coordinating with relevant departments promptly.
- Provided accurate information on cardiology services and procedures.
- Collaborated with healthcare staff to ensure effective communication and support.
Breakfast Attendant
Holiday Inn Express Hotel Suites
Monroe
09.2015 - 10.2021
- Welcomed guests daily, ensuring a high-quality hospitality experience and maintaining a clean, functional environment.
- Managed inventory, tracked produce expiration timelines, ordered supplies, and organized "back of house" operations.
- Marketed diverse menu and beverage options to guests while maintaining strict health and safety standards.
- Prepared and arranged breakfast items for guests at Holiday Inn Express.
- Organization of dining area and food stations.
Front Desk Receptionist
Holiday Inn Express Hotel Suites
Monroe
03.2015 - 09.2015
- Managed telephone inquiries, processed guest bookings, and optimized hotel capacity using OPERA and IHG property management systems.
- Calculated member rewards while serving as primary contact for travel agents on extended stays, enhancing communication and guest satisfaction.
- Provided local recommendations to patrons, fostering a welcoming atmosphere and enhancing guest experiences.
- Collaborated with housekeeping to ensure timely room readiness for arrivals, supporting smooth check-in process.
Education
Cosmetology
Michigan College of Beauty
09.2013 - 11.2014
Monroe Jefferson High School
Monroe , MISkills
- EPIC system management
- IHG system management
- CRM documentation
- Issue resolution
- Patient scheduling
- Communication strategies
- Time management
- Adaptability to change
- Problem solving
- Attention to detail
- Training and mentoring
- Complaint resolution
- Maintaining Cleanliness
Timeline
Call Center Representative
Trinity Health Michigan Heart Cardiology
10.2021 - Current
Breakfast Attendant
Holiday Inn Express Hotel Suites
09.2015 - 10.2021
Front Desk Receptionist
Holiday Inn Express Hotel Suites
03.2015 - 09.2015
Cosmetology
Michigan College of Beauty
09.2013 - 11.2014
Monroe Jefferson High School