Dena Henney
Bellevue,OH
Summary
Dependable Sr. CSM skilled at forming strong relationships with clients and customers by carefully addressing needs and fulfilling business goals. Working with across teams to provide excellence in service to clients. Perpetually available to address customer concerns and prompt to respond to clients. Strive to help athenaHealth connect clients with solutions to perfectly meet needs while driving internal revenue growth. Initiating Change Management and identifying opportunities to grow business success with athena products.
Overview
29
29
years of professional experience
Work History
Sr. Solution Consultant
Athenahealth
10.2022 - Current
- Coordinated support responses to customer issues, verifying closure of concerns and correction of deficiencies.
- Staying abreast of FQHC requirement to accurately articulate to unique needs of each.
- Developed and maintained long-term relationships with clients, fostering strong service bonds and encouraging return patronage.
- Recommended aOne products to customers based on unique technical requirements when an opportunity arises.
Customer Success Manager
Athenahealth
11.2019 - 10.2022
- Monitoring attrition and remediating to keep customers in athenahealth family by meeting/exceeding goals in 2022.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Monitoring attrition and remediating to keep customers in the family.
Sr. Solution Consultant
GE Healthcare
04.2015 - 11.2019
- Coordinated support responses to customer issues, verifying closure of concerns and correction of deficiencies while demonstrating the benefits of Centricity Practice Solutions.
- Recommended specific add-on products to customers based on unique clinical requirements of each to best meet workflows
- Performed proof of concept demonstrations, instructing potential customers on benefits of Centricity Practice Solution while supporting the sales process.
- Performed detailed research of customer business structures to accurately tailor demonstrations to unique needs of each customer.
Education and Training Consultant
GE Healthcare
08.2012 - 04.2015
- Improved clinical performance by defining clear goals and communicating performance metrics.
- Assessed program effectiveness and implemented improvements to increase quality of instruction with creation of User Guides for Centricity Practice Solution.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Consulted with team & management to assess needs and plan training events. Preforming training base on these assessments.
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Implementation Specialist
GE Healthcare
06.2008 - 04.2015
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Focused solutions on industry-specific Best Practice workflows, client base and protocols, tailoring implementations to client needs.
- Cultivated relationships with sales team to support and supply corrective actions.
- Explained complex, technology-related issues in basic, understandable terms to clients during build of system.
LPN Administrative Nurse
Multispecialty Practices And Hospitals
06.1994 - 06.2008
- Documented accurate and complete patient information to address patient problems and expected outcomes.
- Collaborated with interdisciplinary team of healthcare and social service providers to address patients' needs through effective intervention and care planning.
- Worked with multidisciplinary teams to carry out successful growth providing quality care; as well as providing business plans for diverse practices.
- Experienced in hospital, surgical, office specific nursing duties for multi-specialty groups including Gastroenterology, Cardiology, FQCH's, Family Practice, and Podiatry groups.
Education
No Degree - Public Speaking, Communication, Writing Courses
Bowling Green State University
Bowling Green, OH01.2006
Certified - American College of Medical Practice Executives
ACMPE Certified
National ACMPE 10.2000
License Practical Nursing - Graduated Top of The Class 1994
EHOVE Adult Career Center
Milan, OH05.1994
High School Diploma -
Bellevue High School
Bellevue, OH06.1981
Skills
- Production Workflows
- Concept Demonstration
- Organization and Development of Documentation
- Customer Satisfaction
- Strong problem-solving skills
- Rigorous attention to detail
- Working across teams with clear actions/goals
- Training solutions development
- Conflict resolution and mediation
- Professional Relationships
Timeline
Sr. Solution Consultant
Athenahealth
10.2022 - Current
Customer Success Manager
Athenahealth
11.2019 - 10.2022
Sr. Solution Consultant
GE Healthcare
04.2015 - 11.2019
Education and Training Consultant
GE Healthcare
08.2012 - 04.2015
Implementation Specialist
GE Healthcare
06.2008 - 04.2015
LPN Administrative Nurse
Multispecialty Practices And Hospitals
06.1994 - 06.2008
No Degree - Public Speaking, Communication, Writing Courses
Bowling Green State University
Certified - American College of Medical Practice Executives
ACMPE Certified
License Practical Nursing - Graduated Top of The Class 1994
EHOVE Adult Career Center
High School Diploma -
Bellevue High School