Will Johnson
Rochester
Summary
I am seeing opportunities to expand my knowledge within Mayo Collaborative Services where I can utilize my leadership skills to contribute to a successful healthcare organization.
Overview
11
11
years of professional experience
Work History
Assistant Supervisor – Mayo Laboratory Inquiry Case Connect
Mayo Clinic
01.2016 - Current
- Assist in the management, coaching, and development of staff
- Monitor quality, service standards, and team performance
- Support the implementation of new methods, procedures, and services
- Independently research and assist in resolving confidential requests and time sensitive matters
- Will assist fellow Team Lead and/or Supervisors in the execution of their duties daily
- Monitor and edit agent schedules on a day-to-day basis
- Obtain daily and monthly metrics to disperse to our team for continued improvement
Supervisor – Mayo Laboratory Inquiry Call Center
Mayo Clinic
01.2021 - 01.2025
- Led day-to-day operations for MLI call center staff
- Provide oversight to, and accountability for quality and service, regulatory compliance, work unit safety, strategy planning, document management, and developing and implementing new services
- Work cooperatively with a wide variety of customers, as well as with internal and external resources
- Complete special projects assigned by the laboratory consultant/director(s), administrator and/or operations manager(s)
- Provide on-going performance feedback and complete performance appraisals
- Assess work unit needs, set goals, and advocate for additional unit resources
Assistant Supervisor – Mayo Laboratory Inquiry Call Center
Mayo Clinic
01.2020 - 01.2021
- Assist in the management, coaching, and development of staff.
- Monitor quality, service standards, and team performance
- Support the implementation of new methods, procedures, and services
- Independently research and assist in resolving confidential requests and time sensitive matters
- Will assist fellow Team Lead and/or Supervisors in the execution of their duties daily
- Monitor and edit agent schedules on a day-to-day basis
- Obtain daily and monthly metrics to disperse to our team for continued improvement
Technical Coordinator- Team Lead
Client Solutions
01.2018 - 01.2020
- Responsible for training all new staff
- Assist with creating and editing new procedures and processes
- Manage the on boarding of new employees including mentoring, coaching and the development
- Provides monthly and yearly agent performance review input
- Handle client complaints and address issues in accordance with laws and regulations of HIPAA, CAP, CLIA, NY State, JACHO and other regulatory agencies
- Ability to resolve technical problems timely, obtaining additional information at the request of the laboratory to complete testing and ensure patient safety
Technical Coordinator
Client Solutions
01.2016 - 01.2018
- Provide excellent customer service and technical support to internal and external customers and colleagues across multiple sites
- Ability to work independently on multiple tasks as well as working within a team environment
- Critical thinking and responding to a variety of technical issues from clients, patients, laboratory staff, and physicians via phone, email, web messaging, etc.
- Continuously sharing ideas and best practices with teammates and members of management to ensure development of process and protocols
- Proficient in upwards of 20 applications in order to make informed decisions in a fast-paced environment
- Ability to work within a high stress, client focused environment reacting to complex issues and providing a resolution in a timely manner
Education
M.B.A. - Healthcare Administration
Saint Mary’s University
Winona, MN09-2021
B.A. - Business Management
Saint John’s University
Collegeville, MN05-2014
Skills
- Personnel management
- Issue resolution
- Process improvement
- Process improvements
- Team building
- Customer service
Timeline
Supervisor – Mayo Laboratory Inquiry Call Center
Mayo Clinic
01.2021 - 01.2025
Assistant Supervisor – Mayo Laboratory Inquiry Call Center
Mayo Clinic
01.2020 - 01.2021
Technical Coordinator- Team Lead
Client Solutions
01.2018 - 01.2020
Assistant Supervisor – Mayo Laboratory Inquiry Case Connect
Mayo Clinic
01.2016 - Current
Technical Coordinator
Client Solutions
01.2016 - 01.2018
M.B.A. - Healthcare Administration
Saint Mary’s University
B.A. - Business Management
Saint John’s University