Christine Wydra

About Christine Wydra

Customer Experience Executive who has a proven track record in aligning call center/Customer Service operations with corporate strategies all while cultivating a positive work environment that encourages individuals to succeed. By implementing lean principles and delivering strategic solutions across multiple industries such as mental health, healthcare, pharmaceuticals, education, publishing, and retail, paving the way for companies yearning to provide a positive customer experience across various industries. PROFESSIONAL• Customer Service Experience• Call Center Management• Call Center Operations• Call Center Technology• Project Management• Lean Principles• Strategic Planning• Process Improvement• Vendor/BPO Management• Employee EngagementINDUSTRY• Mental Health• Healthcare• Pharmaceutical• Education• Publishing• RetailTECHNICAL• Phone Systems – Avaya, Cisco, NICE InContact, Five9• CRM Systems - Salesforce.com, EPIC CRM• Electronic Health Record Systems – EPIC, AdvancedMD (AMD), Athenahealth• Call Center Technologies - Genesys – Contact Center, Verint, IEX, NICE InContact• Microsoft Office Suite• SharePoint, Smartsheet, Trello, Miro

Experience

1. VP of Patient Access Center

   Villagemd

   Apr 2024 — Present

   Oversee centralized services which include Inbound Scheduling, Pharmacy Refill and Prior Authorization Processing, Patient Chat App, Referral Management and New Patient Engagement. • Accountable for 300+ on and offshore call center staff, partnering with external business partner leadership• The Patient Access Center handles inbound and outbound calls and schedules appointments a month.• Service Channels included phone, chat, fax, HER portal messages.• Patient Access Center Operations includes Workforce Management, Quality Monitoring, Escalations, Training and Education• Lead strategic company initiatives improving the patient experience and expanding service offerings.• Partner with Market Practice Operation Presidents and Practice Leadership in identifying, defining, developing and execution of services and improvement of the Patient Experience.• Partner with Digital/Technology teams to improve process and workflow.• Management of CSAT and NPS programs• Monthly Operating Business Reviews with Market Presidents• Weekly and Quarterly Business Reviews with vendors• Budget responsibilitiesAccomplishments• Established team and employee KPIs • Partnered with market presidents to improve communications and process workflow between the Patient Access Center and clinics improving CSAT, reducing calls and patient cases to the clinics• Onboarded new vendor support• Onboarded additional clinics to the Patient Access Center• Reduced Average Handle Time (AHT) by 1 minute and Abandoned rate by 30%• Through process improvement, agent efficiency and vendor management delivered cost savings of $6M in 2025

Skills

• Salesforce.com
• Workforce Management
• Forecasting
• Negotiation
• Outsourcing
• Customer Service Experience
• Telecommunications
• Analysis
• Technical Support
• Business Analysis
• Call Center
• Contact Centers
• Change Management
• Budgets
• Management
• Team Management
• Strategic Planning
• Process Improvement
• Sales Management
• Customer Relationship Management (Crm)
• Leadership
• Vendor Management
• Program Management
• Cross-Functional Team Leadership
• Team Leadership
• Strategy
• Call Centers
• Strategic Partnerships
• Software Project Management
• Performance Management
• Crm
• Help Desk Support
• Customer Retention
• Customer Service
• Software Documentation
• Operations Management
• Customer Satisfaction
• Training
• Sharepoint
• Budgeting