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.
• 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

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.
• 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

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.
• 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