Jami Johnson

Experience

• 

  Carolinas HealthCare System

  Sept 2008 - Jul 2018

  • Planned, organized and developed submission and audit standard processes for the National Committee for Quality Assurance (NCQA) recognition process • Assisted in the deployment of Management for Daily Improvement within Medical Group practices • Participated in many different Rapid Improvement Events during the development of the Care Model Family Medicine Solution • Served as a process owner for the quality department in the development of the Family Medicine Care Model Solution• Performed Time Observations and wrote the operations method sheets which now serve as the standard work deployed out to the family medicine practices within the Medical Group Show less • Supervised the daily functions of the practice including all staffing needs and monthly practice reports • Led the implementation of Management for Daily Improvement into the practice (the second practice within the medical group to go live on the Management for Daily Improvement process)• Served as regional support to other practices needing supervisory support or training within their practices• Involved in critical decision making that effected our practices success and functionality Show less

  • Manager Ambulatory Services

    Jul 2016 - Jul 2018

  • Business Manager

    Aug 2014 - Jul 2016

  • Special Projects Assistant

    Jul 2013 - Aug 2014

  • Office Coordinator

    Sept 2008 - Jul 2013
• 

  Castlight Health

  Jul 2018 - Sept 2019

  Customer Support Manager

  • Managed the daily operations of the tier 1 inbound work for the customer support department at Castlight Health• Managed, trained and assisted in career development for 42 tier one call agents and four supervisors • Determined operational strategies by conducting daily management for improvement huddles with support leaders as well as internal department stakeholders to ensure we were operating in a timely and successful manor • Communicated daily with key stakeholders within our organization to ensure our team was prepared for new customers coming on board ensuring that our phone agents had all that they needed to support our customers successfully• Monitored employee performance to help grow and develop our tier one phone agents • Wrote standard operational policies and procedures that were lacking. This included roles and responsibilities, performance standards, reward and recognition standards. • Utilized creative methods to drive for improvements around customer satisfaction. Show less

• 

  Husqvarna Group

  Sept 2019 - now

  • Director Customer Care, Customer Support

    Jan 2021 - now

  • Customer Care Manager

    Sept 2019 - Jan 2021