Bobby Hendrix Email & Phone Number

San Francisco, Ca

Responsible for the implementation of an, end-to-end authorization testing and process ensuring that the system configurations support all business processes and information systems across all functional teams, lines of business and provider types to meet the business requirements. Project documentation and creating status reports for Stakeholders. Consulted, QA /Audits, analyzed, configured and tests support service requests for system enhancements.

Livermore, Ca

Responsible for training clinical and non-clinical staff and maintaining standards. Providing support and training needs of the ePIMS software platform. Translate operation of ePIMS system configuration. Travel to the various Kaiser Permanente Pharmaceutical Facilities. Familiar with information systems implementation projects in a technical and non-technical role. Extremely familiar with Niku-Clarity, One-Link and Remedy Tracking System.

Walnut Creek, Ca

Accountable for the coordination, implementation, and training of the staff and physicians on the EHR software, Vision. Move exsisting Data Center to two separate staging environments. Evaluate and design workflow process to provide efficiency and best practices throughout the Senior Community facilities. Work with clients during the planning, training and implementation of the Vision application. Train end-users on proper use of Vision application. Participant on the implementation team, documenting all facets of the implementation process and provide pre-implementation and post-Go live support when needed and act as liaison between the client and our implementation team. Provide technical support for implementation and maintaining the Vision EHR System for all clinical areas of the facilities. Provided clear objectives and defined deliverables. Created and reported project status to executive staff. Responsible for planning and managing cross-functional teams including, scheduling meetings, tracking projects and budget. Prepare, review, and issue project cost and schedule reporting.

Pleasanton, Ca

Provide cross organization project coordination and NextGen support. Responsible for implementing, monitoring, improving and reporting system issues as it relates to the operation of the Ambulatory Clinics. Plan and direct training schedules for new programs and upgrades for Physicians and Medical Assistance (MA’s) on the NextGen EPM/EHR product lines. Provide Go-Live support for all clinics in NextGen EMR/EPM. Work with the Implementation Specialist and Physician office staff to determine needs regarding business processes and functionality and make recommendations as appropriate. Work with Implementation Specialist to identify, plan, & implement NextGen EPM/EHR Best Practices, Stored Procedures, and Meaningful Use for all clinics.

Provided leadership and direction to daily management of a high volume call center, which included 4 CSR representatives and 4 Dispatchers. Handled all escalated telephone calls and delivered superior level of service. Informed the team of areas for improvement and recommended alternative solutions. Conducted weekly In-Services to review new equipment and any enhancements to existing equipment.Direct daily company operations and instill management principles, policies, and procedures to ensure profitability, asset control, regulatory compliance, and clear staff communication. Monitor operational expenses to align with established percentage-to-revenue limits. Drive excellent customer service department by conducting in-service training on products, telephone techniques, and third-party payer procedures, evaluating each employee annually and establishing goals for upcoming year.

Spearheaded well-run call center, hiring, training, and appraising performance of customer service staff and maintaining efficient operations. Analyzed and managed profit/loss through utilizing asset equipment and managing inventory levels to ensure maximum profit. Implemented office procedures/controls to ensure effective operations. Served as primary point of escalation between partners and customers to ensure high quality, timely resolution of issues. Interfaced with Sales, Branch Managers, Executives, VPs, and internal support departments to provide focused collaboration and teamwork for partners and customers. * Improved day-to-day Customer Service operations and services 90% by building strong customer service team and implementing new policies. * Created and implemented Desktop Reference and Workflow reference for employees. * Increased Customer Service scores from below 50% satisfaction to 80% satisfaction.

Oakland, Ca

Provided management and oversight of KP HealthConnect software implementations, which included coordinating individual & cross functional teams, planning, analyzing, and tracking the overall projects. Delivered projects within schedules, resources, budget, and scope, successfully working with multiple departments and managing implementation teams managing implementation teams to achieve goals. Monitored and reported status of projects and implementations to senior management, project sponsors, and teams.* Created and implemented Employee Recognition program to boost employee morale.* Collaborated with peers to produce standardized employee orientation presentation. * Implemented Taking the Heat program which provides key customer service tools for employees to successfully interact with end-users.

Oakland, Ca

Provided support to end-users at Kaiser Medical facilities in northern California, increasing customer efficiency and response time between locations. Assisted internal customers with new KP HealthConnect technology, aiding in prompt and efficient system utilization. Quickly, accurately, and efficiently responded to customer service requests, diagnosing, troubleshooting, and resolving technical problems.

Directed strategic planning and customer service for three Fortune 500 companies, preparing and reviewing weekly status reports for management. Evaluated, improved, and implement processes and tools that helped customers become more self-sufficient. Facilitated weekly status calls with customers and managed major clients during company merger processes. * Managed business-related issues for Clarify’s internal and external customers and provide proactive communication with customers. * Decreased customer issues 10% and improved customer service response time 100% by playing key role in team that defined and implemented process improvements for Customer Service, Order Management, and Manufacturing.* Recognized with Clarify’s Customer’s Choice Award 2004 and High Call Volume Award 2004.

Associate'S, Liberal Arts

Education record