Mark Johnson Email & Phone Number

Port Orchard, Washington, United States

Port Orchard, Washington, United States

Port Orchard, Washington, United States

Operational leader of a quarantine and isolation site.• Trained employees and volunteers to work at the site.• Lead process improvements focusing on operational throughput• Coordinated vendors to provide meals, security, and environmental cleaning• Developed the staffing schedule

Port Orchard, Washington, United States

Worked at COVID testing sites and a Quarantine and Isolation site.

Renton, Washington, United States

Direct leader of the Centralized Business Operations department that provides a variety of services in support of frontline staff across multiple call centers and over 30 medical centers. Services included new hire training, instructional design, business analytics, web content management, quality assurance, and pre-visit financial work.• Oversaw development and documentation of over 600 procedures and tools, ensuring frontline staffs’ ability to assist customers quickly and cost-effectively• Automated appointment reminders, using a mix of calls and text messages, achieving a 5% reduction in patient no-shows and a savings of 10 FTE. Annual volume of 1.7 million outgoing messages• Converted in-classroom training program to a virtual training program in response to COVID-19; includes transitioning multiple teams to work remotely while maintaining a high level of service• Consolidated three call centers into a single Solution Center by working with the internal departments to standardize workflows, build process and procedure documentation and effective productivity tracking systems• Trained frontline staff - technical and process training for non-technical business partners• Built a video tech-check team to ensure that patients are prepared to use online conferencing technology during a visit with their doctor• Redeployed nursing staff from medical centers to consulting nurse service, oversaw volunteer registration, training, scheduling, communication system for distributed workforce, equipment at home• Process owner for online appointing – providing patients the ability to schedule many appointments online. Ensure practices were consistent with legal and business requirements. Worked with clinical teams to identify requirements and ensured that solutions met requirements• Budget responsibility, including annual budget preparation, projects and risk analysis, ensuring end of year

Renton, Washington, United States

Lead and managed multifunctional team of 78 staff including, Business Process Analysists, Data Analysts, Pre-Visit Specialists, Classroom Trainers, Instructional Designers and float staff in support of front-end business operation• Overall responsibility for training, business process, call quality, and Pre-registration staff.• Designed and implemented a float pool to provide backfill for frontline staff across 31 locations. Reduced from 96FTE to 38 FTE• Lead a re-write of all existing business operations process and procedures ensuring accuracy and clarity• Developed and maintained accurate reporting for call quality statistics• Productivity tracking system for Pre-Visit team• Functioned as a facilitator and consultant for process improvement of appointing practices • Process owner for the implementation of new appointing technologies• Full budget responsibility for team. Annual budget preparation, projects and risk analysis

Renton, Washington, United States

Overall responsibility for training of 2500 employees for the implementation of seven Epic applications. Lead a team of• 23 Principal Trainers who designed all curriculum• 70 Credentialed Trainers who delivered all training• 200 Super Users who provided classroom support and functioned as imbedded go-live support

Renton, Washington, United States

Lead a team of nine trainers and instructional designers, redesigning all the training materials integrating workflow, soft skills, and computer system training. Established a blended curriculum that mixes instructor led training, online training, role-play, exercise, and discussion. Lead a training program that provided operational and software training to over 900 frontline staff• Managed a team of nine trainers and instructional designers• Redesigned all the training materials integrating workflow, soft skills, and computer system training.• Established a blended curriculum that mixes instructor led training, online training, role-play, exercise, and discussion

Renton, Washington, United States

Redesigned the departmental intranet that house procedures followed by 800 employees

Issaquah, Washington, United States

Redesigned entire District website interface, back-end and content management system and processes resulting in a 400% increase in the use of the site.• Lead the web design team• Lead 22 school webmasters• Oversee development and maintenance of District web site and Intranet• Configure and maintain web servers• Provide web usage metrics• Provide web hosting for 1200 websites in the district• Graphic design and production• Develop and provide staff training in the use of Front Page and Photoshop