Charity Thornton
Liberty Hill,TX
Summary
Dynamic and results-driven Program/Project Manager with extensive experience in healthcare, technology, and customer success sectors. Proven track record of leading cross-functional teams, enhancing patient account operations, and managing enterprise-wide programs demonstrates a commitment to excellence. Expertise in solving complex challenges, driving strategic initiatives, and fostering stakeholder engagement ensures successful project outcomes. Proficient in Microsoft 365, Google Workspace, and various healthcare systems, bringing a comprehensive skill set to every endeavor.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Patient Account Representative
Ascension Seton
03.2023 - Current
- Provided effective patient outreach and communications to address inquiries and resolve billing concerns.
- Demonstrated skill in managing office operations and supporting healthcare administrative functions.
- Recognized for calming patient concerns and resolving complex account issues efficiently.
Senior Product/Program Manager
TEKSystems
09.2019 - 01.2021
- Led enterprise product development cycles, from concept to mass production, driving alignment across engineering, sales, and marketing.
- Analyzed market trends and performance data to update strategies and maximize client engagement.
- Managed vendor relationships, budgeting, and QA efforts for program success.
Global Senior Project/Program Manager, Customer Success
Dell Technologies
11.2014 - 06.2019
- Developed and presented executive-level communications to drive sales transformation initiatives.
- Designed strategic blueprints identifying business needs and approving programs for funding.
- Managed global customer relationships, leading reporting, quoting, pricing configuration, and issue resolution.
Global Senior Manager, Customer Success
Dell Technologies
10.2012 - 11.2014
- Strategic customer experience leader responsible for designing and executing initiatives that improve satisfaction, loyalty, and retention across global markets.
- Oversaw cross-functional teams to streamline service delivery, enhance support operations, and implement data-driven improvements that strengthen customer relationships.
- Recognized for leading large-scale transformation programs, fostering a customer first culture.
Global Senior Program Manager, Premier Access
Dell Inc.
05.2006 - 10.2012
- Led sales and vendor discussions to resolve order and quoting issues, ensuring alignment with SLAs.
- Maintained global purchasing portals, resolving system errors and updating pricing structures.
- Championed cross-functional escalation efforts to eliminate ordering process failures.
Patient Account Representative Manager
HealthSouth Inc.
04.2002 - 05.2006
- Managed a team of 12 in the medical business office, ensuring alignment with departmental goals.
- Oversaw training, performance management, and daily operations for efficient claims and billing processing.
- Supported contract management within a managed care environment.
Education
UT Tyler Junior College
Athens, TX01.1999
Trinity Valley Community College
Terrell, TX01.1991
Skills
- Management
- Program/Project Management
- Healthcare Operations
- Stakeholder Engagement
- Patient Relations
- Strategic Planning
- Data Reporting & Analysis
- Cross-Functional Team Leadership
- Process Improvement
- MS Office
- Google Workspace
- EHR Systems
Certification
- Yellow Belt - Governance Strategy Report
- Green Belt - Daily Integrity Report
- Scrum Master
Timeline
Patient Account Representative
Ascension Seton
03.2023 - Current
Senior Product/Program Manager
TEKSystems
09.2019 - 01.2021
Global Senior Project/Program Manager, Customer Success
Dell Technologies
11.2014 - 06.2019
Global Senior Manager, Customer Success
Dell Technologies
10.2012 - 11.2014
Global Senior Program Manager, Premier Access
Dell Inc.
05.2006 - 10.2012
Patient Account Representative Manager
HealthSouth Inc.
04.2002 - 05.2006
Trinity Valley Community College
UT Tyler Junior College
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