Customer Service Management

Robin D. Henderson-Wiley

**** **** ****** ***** **********, NC 27545

919-***-**** (H)

919-***-**** (C)

********@*********.***

Summary of Qualifications

Healthcare professional with 20+ years of successful leadership and management experience in non-profit, for

profit, hospital and multi- site clinic settings. A strong track record of performance and profit. Proven success in

leading teams through change and transition. An exceptional ability to communicate and coach staff. Excellent

customer service, fiscal management and organizational skills. Ability to take charge of a project, identify and

resolve problems and bring project to completion.

Skills

Fiscal Management (P&L) Community Relations

Physician Relations Policy/ Procedure Development

Career Coaching/Mentoring Program Evaluation

Regulatory Compliance Personnel Management

Strategic Planning Board Relations

Experience

SOUTHLIGHT, INC. Raleigh, NC

A private not for profit agency that provides comprehensive substance abuse services to adults and families who suffer

from the disease of addiction.

OPERATIONS DIRECTOR 2008 - Present

Provide administrative oversight for all agency operations to ensure financial stability, program integrity and growth,

regulatory compliance and overall agency development.

ACCOMPLISHMENTS

• Improved programmatic integrity and structure of Opioid Treatment program resulting in favorable

revenues and staff stability since December 2008.

• Facilitated positive changes in staff culture and morale thru increased service integration.

• Created an atmosphere for enhanced clinical support for all clinicians by adding a Clinical Supervisor.

• Facilitated the start-up of new services. (i.e. Community Support Team, Targeted Case Management)

• Collaborated with CEO to revise organizational restructure.

• Co-Chair of the Mental Health/Substance Abuse Committee for the North Carolina Regulatory and

Business Practice Committee. (Part of the NC Providers Council)

DAVITA, INC. Durham, NC

DaVita provides outpatient dialysis services for those diagnosed with chronic kidney failure, a condition also known as

chronic kidney disease (CKD).

FACILITY ADMINISTRATOR 2003 – 2007

Responsible for the overall management of multiple dialysis facilities including financial performance, patient outcomes

and staffing. Ensured compliance with DaVita policies/procedures, as well as OSHA, HCFA, AAMI, federal, state, and

local regulations.

Henderson-Wiley

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ACCOMPLISHMENTS

• Clinic recognized at nation-wide meeting as one of the most improved in company quality index goals.

• Consistently maintained favorable Salary/Wages/Contracts (SWC’s) by controlling overtime, scheduling

and staff mix.

• Improved inventory costs to within 10-cents of budget.

• Assisted in the preparation of the CON applications which resulted in approvals for program

expansions.

• Received “2007 Rookie of the Year” for outstanding performance.

• Consistently achieved DaVita Quality Index (DQI) goals resulting in staff bonuses.

• Achieved fiscal goals for 3 years.

• Selected by Management to be a member of company Diversity Council.

• Maintained satisfactory results in all regulatory compliance certifications / re-certifications.

FRESENIUS MEDICAL CARE, NA, Raleigh, NC

Fresenius provides outpatient dialysis services for those diagnosed with chronic kidney failure, a condition

also known as chronic kidney disease (CKD).

AREA MANAGER 2000 –2003

Responsible for the overall management of multiple dialysis facilities including financial performance, patient outcomes

and staffing. Ensured compliance with Fresenius policies/procedures, as well as OSHA, HCFA, AAMI, federal, state,

and local regulations.

ACCOMPLISHMENTS

• 2/5 Clinics recognized as Centers of Excellence.

• Maintained satisfactory results in all regulatory compliance certifications/re-certifications.

Assisted in the successful preparation of CON applications for program expansions and new clinics .

•

UNIVERSITY OF NORTH CAROLINA, Chapel Hill, NC

ADMINISTRATIVE MANAGER II (Temporary Position)

Mental Health Clinical Research Center (MHCRC)

Department of Psychiatry 1999 – 2000

Managed all business and administrative functions of the department including financial management, contracts &

grants administration, personnel and development of procedures. Prepared contracts and grants as well as progress

reports to the funding agencies in order to maintain current funding or receive additional funding. Developed internal

and external budgets based on the needs of the principal investigator and the scope of the project for submission to

prospective funding sources. Provided necessary justifications for additional staff or funding. Conducted regular budget

reviews to evaluate actual finances, anticipated revenues, projected revenue shortfalls and funding for all grants.

NORTH GENERAL HOSPITAL, New York, NY

ADMINISTRATIVE DIRECTOR / RESIDENCY COORDINATOR

Department of Psychiatry 1996 -1999

Responsible for the overall management of the Department of Psychiatry, which included Outpatient Mental Health,

Alcoholism/Substance Abuse Programs, and Inpatient Psychiatric/Detoxification Services. Supervised, evaluated and

provided in-service training for Program Directors, professional and support staff.

Henderson-Wiley

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ACCOMPLISHMENTS

• Developed Residency Orientation and Training Manual

• Revised policy and procedure manual to reflect JCAHO standards.

• Developed performance based job descriptions for departmental classifications.

• Achieved fiscal goals for the Department for 3 years.

• Keynote Speaker for Alcoholism Treatment Center (ATC) annual graduation.

• Maintained satisfactory results in all regulatory compliance certifications / re-certifications.

ADDITIONAL EMPLOYMENT HISTORY 1989 – 1996

Senior Appeals Review Analyst Blue Cross Blue Shield, NY, NY

Health Care Programs

Associate Director Bellevue Hospital, NY, NY

Comprehensive Psychiatric Emergency Program (CPEP)

Inpatient Supervisor & Administrator St. Vincent’s Hospital, NY, NY

Department of Psychiatry

Education

LONG ISLAND UNIVERSITY – CW POST

MPA: Masters in Public Administration ( Health Administration concentration)

ADELPHI UNIVERSITY

BA: Biology

Presentations

Henderson-Wiley, RD & Billick, SB, MD: Civil Court Proceedings in Psychiatry - Two-Year Study.

Presented at St. Vincent’s Hospital & Medical Center, Department of Psychiatry Grand Rounds, October 29, 1992.

Henderson-Wiley, RD & Billick, SB, MD: Civil Commitment /Judicial Proceedings in Psychiatry. Presented at the

American Academy of Psychiatry and the Law, Annual Conference, San Antonio, Texas, October 26, 1993.

Henderson-Wiley, RD & Martin, Patricia: Getting Residents Started. Presented at the 4th Annual Program Coordinators

Workshop for Psychiatry, Rehabilitation Medicine, Preventive Medicine and Neurology

Charleston, S.C., April 27 – 29, 1998.

Henderson-Wiley, RD & Bosshart, DA, Ed.D: Legal Issues in GME & Henderson-Wiley, RD & Martin, Patricia: Getting

Residents Started: Presented at the 5th Annual Program Coordinators Workshop for Psychiatry, Rehabilitation

Medicine, Preventive Medicine and Neurology.

San Antonio, Texas, April 19 – 21, 1999.

Henderson-Wiley, RD: Managing Expectations and Overcoming Rejection: Presented at Dress for Success, Going

Places Network, 2011, 2012.

Affiliations/Certifications

Dress for Success, Raleigh, NC North Carolina Providers Council

Career Coach MH/SA Subcommittee Co-Chair

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