CHUCK KNIGHT

Bradenton, FL – Open to Travel, Remote, & Hybrid

502-***-**** adyvu8@r.postjobfree.com www.linkedin.com/in/knightchuck/ chuckknight.net EXECUTIVE SUMMARY

Director of Operations Vice President of Client Operations A passionate operations executive with experience driving revenue growth and new business development. A trusted leader who is committed to customer satisfaction with proven success in motivating and empowering team members across all business functions. Known for analytical and creative problem- solving with expertise in driving strategic planning processes, building new teams, and designing high-impact operational systems.

Can add value by:

● Partnering with operational leadership regarding strategy and planning processes to set, track, and execute regional and company goals.

● Leading teams with a strong emphasis on promoting organizational values and mission.

● Identifying sources of underperformance and creating strategies for improvement. Areas Of Expertise

Business Development Account Management Performance Improvement Global Business Operations Client Satisfaction Program Management Recruiting & Training Leadership Development Healthcare PROFESSIONAL EXPERIENCE KEY ACHIEVEMENTS

Centria Healthcare, Farmington Hills, MI

Vice President of Staffing Operations January 2022 – December 2022 Delivered best-in-class behavioral technician staffing by leading talent acquisition and retention, including onboarding, compliance, and credentialing.

● Increased activations year-over-year from 54/week to 77/week and eliminated delays for the market by developing and implementing daily and weekly production targets based on the number of candidates that were being presented to the onboarding team.

● Improved onboarding quality by 20% within 30 days by creating a quality policy with a checklist for all critical items in the onboarding process.

● Overhauled the onboarding process, outlining policies and procedures for teams to use during recruiting and post-audit, reducing turnover by 25% within 45 days and 40% within six months. Aperture Health, Louisville, KY

Vice President of Client Operations March 2014 – October 2021 Drove revenue growth and retention by overseeing client services, leading provider enrollment and data augmentation, and managing compliance. Hired and developed staff through mentorship, coaching, and training initiatives. Adopted a strategic approach to operations, designing all structures to support a fast- growing client base.

● Transitioned the $28M business from Optum to Aperture Health, managing the integration of 135 new onshore and offshore staff, four new product lines, operations, technology platforms, and 120 new client contracts.

● Raised the Net Promoter Score (NPS) from -13 to 53 by implementing a new client follow-up procedure leveraging weekly check-ins with key clients and a complaint process to gather client feedback.

● Facilitated the shift from a Primary Source Verification business to a global source partner, achieving cost savings of $2M+ year-over-year.

CHUCK KNIGHT

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● Designed a strategy to achieve short- and long-term goals, including identifying a competitive edge, resulting in client growth of 20% in three months, and the addition of three more strategic clients bringing in $3M in additional revenue.

Optum Health, Louisville, KY

Director of Operations April 2002 – March 2014

Spearheaded the turnaround and launch of a go-to-market strategy for the largest credential verification organization in the United States. Led the client services team to provide NCQA, URAC, JACHO, and CMS- certified credentialing products to HMOs and MCOs.

● Grew revenue by $15M in two years by creating a new production plan outlining targets based on market and client volume, and eliminating redundant steps within the credentialing process.

● Developed the first-of-its-kind credentialing alliance model, leveraging alliances in the Northeast United States and Arizona, adding accountability and standardization to the credentialing process, resulting in $4M in additional revenue year-over-year.

● Retained 95% of existing clients and improved quality scores from 75% to 90% in one year by revising the SLA process to align SLAs to clients rather than the business.

● Earned recognition as an Optum Top Performer for three years for outstanding performance. Early Career:

Optum Health, Louisville, KY

Manager of Operations: Increased production of credential files by 50% and quality by 10% through extensive analysis of credentialing errors and data reports to develop new training materials. EDUCATION & CERTIFICATIONS

Education

Coursework in Business and Marketing, Western Kentucky University Aperture Leadership Development Program

Aperture Diversity & Inclusion Leadership Initiative CORE COMPETENCIES

Technology: Microsoft Office, Google Workspace

Professional & Leadership Skills: Customer Relationship Management Engagement Management Employee & Vendor Relations Program Management Process Improvement Rapid Growth Shared Services

Startups Talent Management Team Building Reorganization Operations Management Mentoring