Josh Lachman Email & Phone Number

Remote

Contact Center Representative Team Lead / Senior: Oct. 2022 – May. 2024 University of Michigan Health Adult & Pediatric Transplant Clinic Contact Centers • Prepared weekly / monthly team performance reports. • Acted as a liaison between contact center staff and clinic staff. Worked directly with Physicians, APPs, and nursing staff to optimize clinic flow & patient experience.• Created process maps to streamline and standardize contact center work.• Oversaw clinical referral work ques to ensure target metrics were met. • Reviewed contact center agent call recordings, grade, and provided agent coaching to ensure call quality standards were met and HIPPA compliance was maintained. • Educated new contact center agents on Epic Software, Cisco Finesse software, appointment scheduling, proper communication between patients, MDs, & RNs, and general department protocol. • Created, updated, and maintained contact center training curriculum. • Served as subject matter expert to assist contact center supervisor in making informed decisions and maintain physician relationships. • Interviewed applicants for Transplant Contact Center. • Approved time off, coordinated & attended meetings, recorded meeting minutes. • Scheduled patient procedures and appointments, informed patients of necessary pre-procedure preparation, reviewed and route communications between patients, MDs, and RNs through phone and virtual messages. • Placed orders for lab testing supplies, requested health records from outside healthcare providers.

Ann Arbor, Michigan, United States

• Contacted / scheduled eligible immunocompromised patients from Michigan Medicine Medical Specialty Units for Evusheld Injections to mitigate patient admissions during the Covid-19 pandemic. • Coordinated with Physicians & Nurses to ensure appropriate allocation of injections across various immunocompromised patient demographics.• Analyzed trends in injection demand, report findings, and coordinate with Transplant leadership to determine the appropriate number of ‘pop up’ clinics to meet injection demand.• Create process maps for Medical Specialty Leadership to standardize Evusheld protocol across all University of Michigan Health specialty clinics.

Ann Arbor Charter Township, Michigan, United States

• Collected and verified patient information including demographics, care providers, and other pertinent information. • Scheduled patient procedures and appointments, informed patients of necessary pre-procedure preparation, reviewed and route communications between patients, MDs, and RNs through phone and virtual messages. • Placed orders for lab testing supplies, request health records from other healthcare providers. • Cross-trained in Pediatric Kidney & Liver Transplant Call Center functions

Greater Grand Rapids, Michigan Area

• Placed orders, created cocktails, served food, and provided an entertaining dining experience for guests.• Balanced cash drawer.

St Joseph, Michigan, United States

• Managed team members, facilitated team communication, led huddles, ensured established procedures are followed. • Measured the success of marketing, promotions, and social media activity via weekly / monthly reports.• Approved time off, managed time sheets & daily schedule adherence. • Produced & managed digital properties including website and social media accounts, determined advertisement posting schedule, published Instagram & Facebook posts, organized and managed photo shoots. • Assisted ownership with design, review, and production of print and related media including logo design, rack cards, signage, and promotional material.• Reviewed rental agreements with customers and managed day-to-day sales and business operations.

St. Joseph County, Michigan, United States

• Managed household: prepared meals, washed laundry, maintained pool, cleaned daily, detailed cars.• Maintained client’s expense reports.• Planned travels & transported Clients.• Coordinated large dinner parties: menu design, food preparation, served guests.• Purchased groceries and household items.