Charles DeWildt
East Grand Rapids
Summary
Dynamic leader with a proven track record of consistently exceeding goals and expectations. Expertise in guiding teams through the design, development, and implementation of innovative processes and solutions aligned with strategic objectives. Strong passion for transforming chaos into order, fostering collaboration, and driving team success. Committed to leveraging data to enhance decision-making, influence progress, and catalyze meaningful change.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Director, Revenue Cycle, AI, Performance & Integrations
Corewell Health
04.2025 - Current
- Leading team of project specialists and three managers (Automation / RPA, Workforce Management, New Programs & Integrations)
- Leveraging LLMs, predictive algorithms, and other forms of artificial intelligence to ensure the revenue cycle's long-term success, both as it relates to efficiency, as well as our ability to meet the challenges and technical evolution of payors
- Co-lead of Corewell Health AI & Automation Coalition - Engaging in and optimizing cross-functional touch points with Enterprise Digital Automation Team, Artificial Intelligence Team, System & Domain Architecture and Digital Services (Innovation, governance, strategic planning, prioritization of work)
- Revenue Cycle Automation Team responsible for $3.1M in redirected labor savings in 2024 and on track for $4.0M in 2025
- Additional Responsibilities: system wide Referral Management & Access Analytics
Director, Revenue Cycle, Contact Center & Access Performance
Corewell Health
08.2021 - 04.2025
- Led a team of project specialists and two managers, supporting system-wide scheduling optimization initiatives and Contact Center
- Key responsibilities: Referral Management, Contact Center architecture / automation, Access Analytics, , Epic Scheduling / Referrals / Authorization governance
- Prior Authorization Transformation – Standardized and automated processes, raising pre-appointment financial clearance from 80% to 97%, significantly reducing billing denials.
- Ensured robust scheduling / authorization workflows, standards and build were in place, aiding in achievement of Epic top quartile status for authorization related billing denials
- Reduced contact Center staffing needs by 75+ FTE's, automating 97% of the Contact Center's outbound call volume and leveraging Robotic Process Automation
- Centralized 163 Decentralized Scheduling Centers – Consolidated scheduling across ambulatory practices, increasing capacity by 25% and driving an additional 35,000 new patient appointments annually, generating meaningful downstream revenue without adding providers or exam rooms.
- Optimized Contact Center Operations – Oversaw 1,000 staff managing 7M annual calls, achieving industry-leading service levels (80% of calls answered in 30 seconds) while improving patient experience.
- Digital & Self-Service Expansion – Implemented Epic and Cisco solutions, achieving top-decile online scheduling utilization (14%) and 3.5% no-show rates, improving access and reducing leakage.
- Merger & Turnaround Leadership – Successfully merged multiple legacy call centers, improving service levels by 1,000% through workforce management, technology, and process redesign without added staff.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
Lead Operations Specialist, Referral Management / Contact Center
Spectrum Health
08.2019 - 08.2021
- Co-managed a high performing team of Operations Specialists which support multiple areas and initiatives within the front end of Revenue Cycle
- Established and chaired the Spectrum Health Access Analytics Work Group. Defined Access KPI's and targets for the system, developing and refining analytics which support access optimization and automation opportunities
- Implemented Six Sigma flexible / scalable reporting framework and Analytics Suite, providing operational leaders visibility into productivity, success metrics and impact of operational changes (scheduling, referrals, authorizations)
- Leveraged technology, automation, and analytics to support Contact Center / Central Authorization operations attaining and maintaining industry leading performance (KPI's) and labor costs during a 136% peak increase in call volume
Operations Specialist, Referral Management
Spectrum Health
10.2016 - 08.2019
- Led optimization and governance of Epic scheduling, referrals and authorization build and workflows. This provided the solid foundation needed to fully understand and optimize referral / scheduling / authorization workflows.
- Key operational lead for implementation of Epic referral and Central Authorization workflows in 2017 Epic integration, providing meaningful reporting and visibility into the referral process, in addition to reducing authorization related denials
- Centralized all regional hospital scheduling teams underneath the Contact Center
Physician Liaison, Physician Relations
Spectrum Health
07.2015 - 10.2016
- Referral Network / Growth
- Implemented and executed strategic plans to grow employed specialists' network of referring providers, resulting in higher overall revenue.
- Gained a deep understanding of community physician pain points as it relates to scheduling, referrals and authorizations
- Conducted thorough assessments of existing referral sources' strengths and weaknesses, allowing for targeted improvements in outreach efforts.
Teacher / Program Director / Coach
East Grand Rapids Public Schools
08.2002 - 06.2015
- Referral Network / Growth
Assistant Track Coach
University of Michigan
09.2001 - 08.2002
Education
Master of Education -
Grand Valley State University
Grand Rapids, MI08.2007
Bachelor of Science - Education
University of Michigan
Ann Arbor, MI12.2001
Skills
- Automation Solutions
- Clear Multi-Level Communication
- Collaborative team development
- Contact Center Technology / Operations
- Data-Driven Performance Assessment
- EMR Interoperability / Implementation / Optimization
- Epic Clinical / Clerical Workflows
- Epic Reporting & Benchmarking
- Financial Analysis & Planning
- Lean Methodology Proficiency
- Leveraging Data for Organizational Change
- Physician Relations
- Prior Authorization / Verification
- Referral Management
- Resource Allocation Optimization
- Revenue Cycle / Billing / Denials Mgmt
- Robotic Process Automation
- Systematic Problem-Solving Strategies
- Workforce Analytics
Certification
- HFMA – Certified Revenue Cycle Representative (CRCR)
- HFMA – Certified Specialist Business Intelligence (CSBI)
- HFMA – Certified Specialist Accounting & Finance (CSAF)
- Epic Credentialing Program, Clerical and Clinical
- LEAN - SAFe / Agile
Timeline
Director, Revenue Cycle, AI, Performance & Integrations
Corewell Health
04.2025 - Current
Director, Revenue Cycle, Contact Center & Access Performance
Corewell Health
08.2021 - 04.2025
Lead Operations Specialist, Referral Management / Contact Center
Spectrum Health
08.2019 - 08.2021
Operations Specialist, Referral Management
Spectrum Health
10.2016 - 08.2019
Physician Liaison, Physician Relations
Spectrum Health
07.2015 - 10.2016
Teacher / Program Director / Coach
East Grand Rapids Public Schools
08.2002 - 06.2015
Assistant Track Coach
University of Michigan
09.2001 - 08.2002
Master of Education -
Grand Valley State University
Bachelor of Science - Education
University of Michigan
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