Spotlight

Ben Johnston

Customer Success Supervisor

What is Connected Health?

Ben Johnston is our Customer Success Supervisor at 100Plus, a Connect America company. We sat down with Ben to discuss his current role and what he enjoys most about working at 100Plus. You can read Ben’s full interview below.

How long have you been with 100Plus?

I have been with 100Plus for almost two and a half years. I joined the team in December 2020 and have been in a handful of positions within the Operations department during my time here.

What does your current role entail?

As the Customer Success Supervisor, my role centers around setting my team up for success so that they can deliver high-quality support to our customers, which include healthcare providers, medical practices, and patients.
Day-to-day, I monitor my teams’ interactions with our customers over the phone, email, and chat channels. I also implement new processes and identify inefficiencies in our workflows and what we can do to minimize them.

What does a day in your role look like?

With members of my team spread across the East and West Coast, my day begins with updating our team’s schedule. From there, I monitor our customer interactions and handle any escalations, issues, or questions from my team or customers. I also work closely with management to ensure our roadmap is being followed and that the projects we are working on are being completed.

Is there a special project or accomplishment you are most proud of during your time here?

Setting up a series of auto-dialers that reach out to patients when their devices are delivered. This new process has helped to improve efficiency within our workflow. It enables us to educate patients when they first get started with RPM, which, in turn, helps to increase adherence and the overall patient experience.

What motivates you at work? What do you enjoy the most?

Staying ahead of the curve motivates me – trying to predict issues or obstacles that could interfere with my team’s work and what we are trying to accomplish. I enjoy knowing that the patients we interact with daily are taking part in a program that is beneficial to their health. What we do on the Customer Success side of the business has a direct impact on a patient’s ability to be monitored consistently and accurately, and that is a big deal! 

What would you want our customers or healthcare partners to know about 100Plus/Connect America?

The positive changes that have been made across the company over the past couple of years have been incredible. There has been so much innovation and growth, which has resulted in improved capabilities and experiences for both providers and patients.

This is an organization that takes the health and well-being of all patients seriously. We all believe that remote patient monitoring (RPM) is beneficial to enabling patients with chronic conditions to live healthier, longer lives at home.

Tell us something people may not know about you.

I have been fortunate enough to do a lot of traveling in my life. I have been to 13 different countries across four continents. One of my bucket list items is to go to all seven continents (I’d like to go to Antarctica, but I’ll have to see how cold it gets.)

If you could meet anyone from any time, who would it be?

I would go back to meet my parents as teenagers. They always told me growing up that “I was once your age too,” but I’m not sure I ever believed them. It would be really neat to see who they were then and how they grew into the fantastic people they are today.

If you could travel anywhere, where would you go?

If I could hop on a plane right this second, I would go to Japan. I would love to visit that part of the world and experience their culture. I think my first stop would be a sushi restaurant.

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