Joseph Blanco Email and Phone Number
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I have a strong passion for the client services, health care, and the IT industry. I have been working in the IT/client services field for over 2 decades, and I'm still learning new things everyday, but each day is an opportunity to learn something new and develop from it.- I am self-driven and committed to yielding exceptional business results in Sales, Customer Service, Training and IT Support.- Proactive and proficient in identifying industry trends utilizing data and developing actionable guidance, direction, and suggestions that will drive productive change across different lines of business.- Proven capability to develop effective presentations based on evidence-based data along with the ability to effectively lead group discussions.- SME on NPS & Client Experience, Sales process, Data Analytics, Training and Performance Management.- 12+ years experience in the BPO industry, 7+ years of service with GetWellNetwork.- A humanist you love helping and empowering patients.- A healthcare expert who has a history or building and managing call centers focused on product support and or case management for both consumer and enterprise.- Startup mentality Huddle is a well-funded startup operating within a mature parent company DrFirst. Successful candidate will be expected to wear many hats while supporting the greater mission and team. - A critical thinker who can understand challenges that lie ahead of us, synthesize them in a clear language and sell stakeholders on a path forward.- An actionable leader who can take amorphous ideas (including their own) and create paths to making those a reality. - A Self-starter – exhibits a can-do, team-oriented demeanor. Well organized and able to work effectively on multiple projects and project types, in a timely manner, with limited management oversight. - A Curious mind – strongly believes in continuous education and relentlessly pursues knowledge and excellence both in subjects of professional and personal interest. If you believe that I can be of help to you or anyone you know just ask me how.
Drfirst, Inc.
View- Website:
- drfirst.com
- Employees:
- 431
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Digital Access ManagerDrfirst, Inc. Aug 2021 - PresentRemote (Az)Own the Patient API access advocacy. Work on building the most extensive Patient API Access network in the USA. From co-developing our patient API access Toolkit for health systems, to creating an automagical experience for Huddle users to gather their personal medical information. Be at the forefront of empowering patients to control their own medical history. Co-develop My Healthy Benefits™ program. Curating, prioritizing, and supporting the industry's first non-payer eligibility program comprised of Federal, State, Community, and not for profit benefits an individual qualifies for. • Experience building and scaling healthcare centric support and or case management teams • Passion for healthcare and helping people • Deep knowledge of different tools and platforms to build, manage and report on virtual support and or case management teams • Experience collaborating with both healthcare patients and their enterprise care teams • Experience working on a small, agile team – especially working hand in hand with designers, product managers, developers, and marketers • A go-getter attitude: someone who doesn’t take “no” for an answer • Ability to communicate well to everyone from an individual user to executives • A sense of urgency, yet also a desire to build something great over many years – the problem we’re solving is challenging and will take time, but we are also motivated every day to go as fast as we can.
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Client Service ManagerSeamless Medical May 2013 - Feb 2022
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Manager Client ServicesGetwellnetwork May 2013 - Feb 2022Baltimore, Maryland AreaManage the day to day call center client interactions and operations. I process and monitor IT tickets, Product Development, UAT Testing, Client and Employee Training, and Sales. -
Director Of Client ServicesSeamless Medical Systems Mar 2015 - Jan 2017Supervise Operations of Help Desk Call Center, assume responsibility of success of Help Desk Call Center and its employees.• Train, manage, support and coach help desk representatives who will interface effectively and timely with customers on a daily basis through a call center• Conduct product and workflow training and demos in-person and/or through webinars to retail clinics and medical practice staff• Prepare routine and on-going help desk reports for Target Clinics, and all company related reports to determine priority issues to be addressed by product development, sales, marketing and client services• Track and analyze client activity, benchmark customer trends, system improvements, and needed changes to the delivery of customer service and other duties as assigned• Meet all SLA requirements as defined by Sr. Director of Client Services• Manage Surveys, present to Senior Director of Client Services for review with Product TeamAdditional Seamless Medical Staff Training & Setup Responsibilities:• Support Seamless Medical Systems ‘ Staff demo accounts• Provide SNAP Training and assist with on-boarding new employees, VARS• Help setup of new employees and assisting with Tech set up and support• Create and update internal and external SNAP Practice Demo and training materials• Assist with making sure hardware shipped and is setup properly Account Management:• Manage house accounts• Provide support to media groups• Provide all support and training to Value-Added ResellersCross-functional duties:• Test SNAPapp and Integrations Daily; supervise Help Desk Staff to provide test results• Test product enhancements, and API integration mapping and functionality as requested, provide test case results• Assist with level 2 support as needed• Assist Professional Services with any ad hoc projects• Assist with sales inquiries researching and gathering potential client information• Perform duties from CEO and department heads as assigned.
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Operations ManagerTotal Transit Enterprises Mar 2011 - Feb 2013Total TransitRidesource and Dial-A-Ride - Transportation Management Operations Manager 2011-2013Oversaw daily operations for transportation of health plan members, Dial-A-Ride passengers, and the Trip Distribution Team. Interacted with six (6) different health plans, the RPTA for Dial-A-Ride, and over seventy five (75) different outsourced transportation providers.• Developed Standard Operating Procedures (SOP) for all six (6) health plan accounts.• Monitored the daily operations of (45-100) call center agents, (3-6) supervisors, (3-7) leads, and (2) account service coordinators.• Directed team with the creation of action plans to better improve performance, standards, and member transportation issues.• Through labor management reduced costs by over 80% and over 12% for cost per trip.• Assisted in developing technology to improve call center efficiencies, reporting and tracking, as well as centralize member info and client specifics.• Developed policies and procedures for training, call scripts/flow, attendance, HIPPA compliance, grievance/complaint processing, order/trip entry, and general call center info.• Trained, coached, and developed staff to build bench and provide competencies for them to produce quality and professional work on a daily basis. Discount CabPerformed daily task related to the transportation of customers. Interacted with clients associated with account as well as cash and credit customers. • Training and Development – Coach agents on a daily basis with regard to their call types, accuracy, and AHT. Also assisted with the implementation of ASR training for new account reps. • Top Team – Took an underperforming team’s AHT to #1 within 3 months.• Policies and Procedures – Helped introduce new policies and procedures such as new ASR process, CSC procedures for downtime, and quality. • Client Interfacing – Interacted with clients on a daily basis assisting w/ communications, escalations, as well as cash and account transportation. -
Operations ManagerStream Global Services Apr 2002 - Feb 2011United StatesAT&T Uverse and AT&T Winback - Operations Manager•Training and Development – Implement up training for new programs, new products/services, and continual skills training/coaching.•AT&T Uverse Manager - Supervised outbound sales of 13-26 agents. Lead loading processes, managed 4 additional team managers and their teams of 13-22 SP’s, implementation of scripting, quality procedures, scheduling, and day to day operations. Top performing team based on metrics and KPI’s for tenure. •SDM – Oversaw daily operations of 120 agents, 7 managers, 3 leads, and the training manager.•AT&T Winback B2B Ops Manager - Supervisor for outbound sales. Manage 32 agents for winback and retention via (SW and MW) regions of the US. •Client Interfacing – Direct client interaction communicating daily performance, trends, and dialing plans. Coordinated client visits, scripting changes approval, and compensation for SP’s. DirecTV Sales - TOIC (Team Officer In Charge) •Top Sales Team Overall during tenure.•Manger for inbound sales. Manage 13-26 agents who consistently exceeded expectations.•TOIC - Oversaw daily operations of 144 agents, 90 managers, and 5 leads.•Client Interfacing – Direct client interaction communicating areas of improvement, advancement , updates and changes.Sprint/Nextel –Agent/Sales Manager/Trainer •Top Worldwide Sales Agent – Achieved clients highest honor, ACE Award for one of the top 15 agents (4k worldwide) two consecutive years prior to advancing to management.•Project Evolution Manager - Assisted in coaching bottom performers to meet/exceed campaign metrics. Overall performance grew by over 300%. •Manger - Managed 20-25 agents who consistently exceeded expectations. •Sales Trainer - Facilitated Sprint/Nextel’s new hire sales training. •Client Interfacing – Direct client interaction.Offshore Migration – Transition of the domestic program to the Philippines. Based on the success of the program, Sprint/Nextel grew from 8 agents to over 1,500.
Joseph Blanco Skills
Joseph Blanco Education Details
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South Mountain Community CollegePsychology & Business Management
Frequently Asked Questions about Joseph Blanco
What company does Joseph Blanco work for?
Joseph Blanco works for Drfirst, Inc.
What is Joseph Blanco's role at the current company?
Joseph Blanco's current role is Executive Management - PMO.
What is Joseph Blanco's email address?
Joseph Blanco's email address is jb****@****ork.com
What is Joseph Blanco's direct phone number?
Joseph Blanco's direct phone number is +160220*****
What schools did Joseph Blanco attend?
Joseph Blanco attended South Mountain Community College, University Of Arizona.
What skills is Joseph Blanco known for?
Joseph Blanco has skills like Management, Call Centers, Training, Customer Service, Sales, Leadership, Analysis, Testing, Business Development, Microsoft Word, Process Improvement, Systems Integration.
Who are Joseph Blanco's colleagues?
Joseph Blanco's colleagues are Caleb Dunn, Taybah Surti, Meghan Swartz, Mph, Ranjit Das, Audrey Bomgardner Rn, Bsn, Dorothee Mouilloir, Cassie Patrick.
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Joseph Blanco
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Joseph Blanco
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