Amy Henderson
Rockfield,KY
Summary
Results-driven professional with expertise in Team Leadership and Operational Management. Proven ability to optimize processes and enhance team collaboration, leveraging skills in Conflict Resolution and Strategic Planning. Known for effective communication and fostering a productive work environment while adapting to evolving business needs.
Overview
2026
2026
years of professional experience
Work History
BPS Supervisor
NTT Data Services (formally Dell/Perot System Corporation)
01.2003 - Current
- Enhanced customer communication by effectively engaging with internal and external stakeholders.
- Maintained accurate timecard records, ensuring compliance and timely payroll processing.
- Led a team of over 20 associates to achieve performance and operational goals.
- Coached team members to consistently meet and exceed performance metrics.
- Monitored call handling times and quality assurance standards to ensure service excellence.
- Conducted weekly one-on-one meetings with associates to foster development and engagement.
Business System Analysis Senior Analyst
NTT Data Services (formally Dell/Perot System Corporation)
01.2003 - Current
- Reporting
- Global BPO Employee Engagement SPOC
- Training events/Microsoft Forms learning events
- Assistant to BPO Director
- Newsletter/Learning Material
- Work with onshore and offshore counterparts
Admin Ops Senior Analyst
NTT Data Services (formally Dell/Perot System Corporation)
01.2003 - Current
- Streamlined accounts payable processes through effective use of AMEX CAR site.
- Served as main contact for all facility-related inquiries and issues.
- Managed ordering of office supplies and reservation of meeting spaces.
- Operated multi-line phone system to facilitate communication across departments.
- Administered new hire badge and security system for workplace access.
- Coordinated employee morale events and organized morale gift distributions.
SPX Department
- Managed financial accounts for multiple facilities, ensuring accuracy and compliance.
- Generated daily reports for insurance representatives, streamlining workflow processes.
- Tracked inventory metrics and account balances to optimize financial management.
- Verified patient insurance eligibility for Medicare, Medicaid, and other programs efficiently.
- Prepared daily inventory reports for Business Director to support strategic decision-making.
- Participated in weekly meetings to address client needs and update account statuses.
Financial liaison
Mt. Sinai Health Care
- Resolved patient inquiries regarding explanation of benefits, enhancing understanding of insurance processes.
- Collaborated with attorney offices to provide comprehensive itemized statements for accurate billing.
- Facilitated financial assistance for qualifying patients, ensuring access to necessary medical services.
- Guided patients through the application process for medical assistance, streamlining access to support.
- Provided on-site assistance to the facility, ensuring effective communication and service delivery.
- Coordinated with the outsourcing team in India to maintain consistent workflow and service quality.
- Utilized the Meditec system to manage patient data and streamline financial operations effectively.
- Conducted regular training sessions for staff on financial assistance protocols and Meditec system usage.
Customer Service Specialist
Tufts Medical Center, Maui Medical, Hawaii Medical and Shands
- Successfully resolved commercial insurance claims, ensuring timely adjustments to accounts.
- Coordinated adjustments for reversing incorrect claims, enhancing accuracy in account management.
- Utilized Invision to track claims resolution processes, improving workflow efficiency.
- Employed STAR system for effective communication and documentation of adjustments.
- Leveraged Smarts to consolidate information, facilitating thorough analysis and resolution of claims.
- Collaborated with cross-functional teams to ensure adherence to compliance and regulatory standards.
Provider service representative
Harvard Pilgrim Health care
- Enhanced provider support by addressing eligibility and benefits inquiries promptly.
- Trained new team members on processes and protocols at Harvard team.
- Promoted to Quality Assurance Supervisor in September 2006 within claims department.
- Maintained high quality scores for 16 provider service representatives under supervision.
- Provided floor support to resolve claims-related questions effectively.
- Utilized Citrix system to manage and track project activities efficiently.
Patient account rep
Harvard Pilgrim Health care
- Resolved patient insurance accounts for various insurance types.
- Verified claims paid according to contract agreements and guidelines.
- Acted as liaison for claim processing with non-contracted insurances.
- Ensured accurate pricing for in-network and out-of-network providers.
- Reviewed negative balance reports to determine refund eligibility for patients.
- Trained associates on operating systems and account resolution processes.
Business office Assistant
Rosewood Health Care Center
04.2000 - 01.2003
- Daily deposits, monthly resident billing, collection calls and daily contact with the resident's families and patient file updates.
- Activity Director: Complete daily file reviews, attend patient/family meeting daily, planned daily activities for resident to enjoy and to maintain an active life. Planned special celebrations on holidays. Worked close with social services in order to maintain patient dignity and to ensure patient rights were respected. Weekly shopping for residents that did not have family to get the extras. Ensured that patients were able to go to voting areas on elections. Attended company required training in Lexington. A 2-week course.
NTT Data Services
BPS Supervisor
01.2003 - Current
Education
High School Diploma -
Warren Central
Bowling GreenSkills
- Attention to detail
- Employee motivation
- Decision-making
- Complex Problem-solving
- Staff management
- Analytical thinking
- Team building
Timeline
NTT Data Services
BPS Supervisor
01.2003 - Current
BPS Supervisor
NTT Data Services (formally Dell/Perot System Corporation)
01.2003 - Current
Business System Analysis Senior Analyst
NTT Data Services (formally Dell/Perot System Corporation)
01.2003 - Current
Admin Ops Senior Analyst
NTT Data Services (formally Dell/Perot System Corporation)
01.2003 - Current
Business office Assistant
Rosewood Health Care Center
04.2000 - 01.2003
Financial liaison
Mt. Sinai Health Care
Customer Service Specialist
Tufts Medical Center, Maui Medical, Hawaii Medical and Shands
Provider service representative
Harvard Pilgrim Health care
Patient account rep
Harvard Pilgrim Health care
SPX Department
High School Diploma -
Warren Central