Nathan Johnston

Background

About Nathan Johnston

Extensive experience driving strategic initiatives and operational excellence within information technology, data analytics, and operations, I am passionate about improving customer health outcomes by enabling technologies with a wide range of programs and sustainable engineering teams. As the Vice President of Information Technology - Customer Care Technologies at Centene Corporation, I lead a team of over 500 professionals who drive quality, efficiency, and digital transformation for the largest Medicaid managed care organization in the U.S. I have led strategic planning, technology delivery and operations to solve critical business problems, defining business processes, researching, and identifying enabling technologies to support overall corporate and business goals. Some of my key achievements include modernizing and consolidating four legacy telephony platforms with Amazon Connect and AWS cloud technologies, transforming the user experience by driving call containment, reducing average handle time, and increasing customer satisfaction. My teams executed a customer experience driven transformation of Centene’s customer relationship management (CRM) platform lowering agent handle times and improvement quality. I have also overseen the information technology department for Health Net Federal Services, supporting federal programs such as TRICARE, PC3, and MFLC, and delivering technology implementation and support, contract deliverable government reporting and analytics, and operational support for all contracts. My teams have consistently delivered high-quality, innovative, and cost-effective solutions that meet the needs of our customers and stakeholders.