Lisa Pointer-Jobe
VP of Call Center & Patient Experience @OneHome
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WORK HISTORY
VP of Call Center & Patient Experience @OneHome
Mirimar, DO
Manages domestic and international contact centers performing several core functions, including after-hours support, crisis resolution / escalation, and customer experience / grievances. Concurrently manages separate teams overseeing quality review, training, workforce management, and vendor management.
EDUCATION
Vanderbilt University
Certificate, Healthcare Management
Georgetown University
Certificate, Development Consulting & Change Leadership
Cornell University
Certificate, Strategic Healthcare Leadership
University of San Diego
Certificate, Salesforce Administration Career
Louisiana Tech University
BA, Speech Communications / Minor - Marketing / Management
Georgetown University
Certificate , Data-Driven Decision Making
ABOUT LISA POINTER-JOBE
Highly engaged, hands-on results and data-driven executive leader with extensive Contact Center, Multi-Site Leadership, Vendor Management (Onshore, Offshore, Near Shore), Medicaid/Medicare, Pharmacy Benefit Manager (PBM) Provider Referral, Durable Medical Equipment (DME) Home Health and Infusion Pharmacy, Internal Audits, Centers for Medicare & Medicaid Services (CMS) advanced experience with IVR, ACD, Workforce Management, call ticketing systems and multiple call center software and call monitoring systems. Compliance expertise operating with the utmost integrity in highly regulated, complex environments. Enterprise thinker with proven ability to influence and challenge across a matrix environment, respected business partner skilled in building strong relationships across all levels of an organization, and with external partners. Strong persuasion skills and dynamic communicator; ability to create and communicate a compelling vision internally and externally. Proven track record of strategic growth, leading and building high performing collaborative teams. Leveraging technology and data for sound directional strategy. Resulting in unprecedented successful outcomes.
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