Charles Henderson Email & Phone Number

Salt Lake City, UT, US

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Salt Lake City Metropolitan Area

Salt Lake City

• Primary liaison between University Medical Billing Operations supporting Physician/Provider Groups and Community Clinics. Responsible for presenting financial and regulatory information to assigned clinical.
• Provides strategic client and service delivery support as well as leadership in planning, developing, and implementing new businesses process needed to advance the mission and goals of the division/department.
• Monitors the appropriateness and effectiveness of service within the division in order to deliver outstanding service to both internally and externally to the division. Ensures customer satisfaction by analyzing.
• Develops departmental strategies consistent with assigned clinical departments, divisions and clinician practice groups’ revenue optimization and continuous quality improvement programs. Acts as a support and creative.
• Works with operations leadership to develop and implement policies and procedures in the areas of customer service, and objectives that are consistent with University of Utah's policies. Analyzes process outcomes and.

Salt Lake City

Performance Management | Contact Center Operations | Leadership Development | Service Delivery | Project Management and Implementation | Workforce Optimization | Operations Workflow and Organizational Design | CRM/CEM | Business Development | Startup | Planning and Long-term Vision Facilitator Experience collaborating, leading and achieving results with.

West Valley City, UT

• Led teams of Registered Nurses and Patient Service Representatives in support of data abstraction, readmission management, nurse advice and hospice/home health as well as tele-health pilots and accountable care.
• Collaborated with University of Utah College of Nursing to provide job opportunities for RNs completing higher levels of educations as well as support staffing needs.
• Responsibilities included - identifying and improving quality and patient experience, key performance indicators through LEAN Rapid Improvement Events and establishment of KPIs to track individual, team and department.
• Responsibilities also included day-to-day operational leadership, intra and inter-department collaboration, client services for both internal and national client, collaboration with training and reporting management to.

Greater Salt Lake City Area

• Responsibilities included: Planning and Analysis, leading Refund Exchange Desk during new reservation platform implementation, Crew Support Operations, Reservations Customer Support, Scheduling and WFO Management as.
• Refined revenue protection and analysis audit process to become compliant with Sarbanes-Oxley standards.
• Participated and supported operationalization of initial crewmember training curriculum redesign, established and fortified existing frontline leader performance standards.
• Identified and directed the configuration of Aspect WFO performance management tool and processes for frontline employees and leaders.
• Implemented Aspect Quality Management as well as initial input on speech analytics tools and processes as well as led and integrated Data Management requirements and standards.
• Refined and fortified crewmember work-from-home requirements and standards as well as established relationships for priority handling and support of crewmember technical difficulties and new services with CenturyLink.

Salt Lake City, UT

• Implemented and successfully led sales/service business development center (BDC) for regional automotive sales and service group. Identified, developed and implemented business reporting, processes, people and tool.
• Designed service delivery processes, developed curriculum and trained BDC personnel as well as dealership sales and service employees in multiple new and used brand dealerships within auto group, including.

Salt Lake City, UT Area

• Provided service delivery support for multiple client contracted benefit and payroll administration services.
• Successfully collaborated and administered services across multiple sites and administration customer support teams.
• Project managed and implemented annual open enrollments for up to seven assigned clients, new service implementation and operation support.
• Primary service delivery point of contact for service support and concerns as well as complete customer satisfaction. This resulted in multiple clients becoming reference-able.

South Jordan, UT Area

• Led 900+ employees supporting 24x7 for national satellite sales and customer support center from Worst to Best performing call center out of five within 11 months.
• Initiated significant collaboration with HR, Training and Quality departments to form strategy to improve call center performance.
• Recognized by peers and awarded Team Leader MVP for most significantly improved site and employee performance.

Finance And Economics

BS Economics/Finance

Finance And Economics