Joe Atchinson Email & Phone Number

Boston, Massachusetts, United States

Responsible for the oversight of multiple primary care and behavioral care workforce initiatives, including the MA Repay program, a $300M+ loan repayment program for healthcare providers in Massachusetts. Leads a team of 13 staff members providing key operational services. Oversees planning, implementation, budgeting, reporting, and evaluation of all.

Concord, New Hampshire, United States

• Led transformation of education and career counseling team providing free services across New Hampshire in support of students and families navigating education and career pathways. Expanded model to offer.
• Strategic leader for the organization's $800M+ private student loan product, EDvestinU. Program offers in-school private loans as well as refinance loans for students in New Hampshire and beyond. Responsibilities.

Greater Boston Area

• Worked collaboratively and strategically to optimize call center and education and career planning center operations. Evolved customer facing teams to align with corporate goals in an efficient and cost-effective manner.
• Strategic leader of a multi-channel service center with a customer satisfaction rating of >98%. Director of TRIO grant programs (Talent Search, Upward Bound, GEAR UP) as well as community facing walk-in centers in.
• Program manager for implementing technical solutions and processes to capture data to support reporting of outcomes in alignment with organizational key performance indicators. Resulted in transitioning grant program.
• Advanced organization’s service operations as business sponsor for implementation and optimization of multiple service-based platforms and partnerships across ASA’s business units. Included implementation of an online.

Greater Boston Area

• Senior leader for a team of 65 managers, supervisors, quality control analysts, trainers, and customer service associates that delivered neutral and empathetic higher education finance guidance to a portfolio of >2.
• Lead initiatives to implement social media customer service, live web chat, and online community support. This allowed for increased service scalability while simultaneously improving the quality of phone and email.

Boston, MA

• Operational leader for a team of 80 associates, supervisors, and managers performing debt management outreach and counseling. Kept 95% of borrowers current in their loan repayment.
• In support of business development, client relations, and product management, created and delivered external and internal presentations detailing extensive education debt management services which allowed for increased.

Boston, Massachusetts, United States

• Developed outreach campaigns for student loan borrowers which reduced delinquency and default rates. This included coordinating the strategic timing of the program and approving content.
• Provided strategic leadership to 26 call center counselors delivering counseling to student borrowers.

Boston, Massachusetts, United States

• Created, hired for, and managed a team of seven that developed a program of customer service training, e-learning, and quality monitoring for a service center with a 98% satisfaction rating.

• Supported default aversion process needs to maximize efficiency in the daily workflow in accordance with industry regulations
• Managed system functionality needs by prioritizing issues and enhancements, negotiating business requirements, and implementing updates and enhancements to business users

• Conducted weekly audits and evaluations of associates’ productivity and performance and reported to management

• Conducted call evaluations and assisted in training
• Counseled borrowers upon entering repayment

• Counseled borrowers upon entering repayment

• Reviewed deferment, forbearance and repayment plan applications.
• Performed manual adjustments on accounts for claim submission process

Ba, Economics

Masters Of Science, Sports Management