Her Story
About Charlene
I've been working in healthcare for about 10 years, all in non-clinical roles. I started at Bay State Medical Center in the Department of Surgery, where I basically handled everything for the surgeons - their surgery time, clinical time, meetings with other departments and providers, symposiums, and grand rounds. Since it's a teaching hospital, I also coordinated their work with PAs and other aspects of their schedules. After that, I spent three years at a PHO, which represents multiple hospitals and physicians, whether they're independent or part of a medical center. I was one of two people handling the credentialing process and serving as the point of contact for providers. Since 2021, I've been a Senior Provider Relations Consultant at Boston Medical Center, working for their insurance company, Wellsense Healthcare, which covers Medicare, Medicaid, and independent insurance. I handle non-par providers, meaning physicians without contracts who render services for our members across the entire country, particularly in Massachusetts and New Hampshire. What I love most about my work is building genuine relationships with providers. I'm the person who picks up the phone instead of sending another email, who diffuses tense situations with understanding and kindness, and who people remember years later. My brother's doctor even asked him if he knew me because she remembered working with me years ago. I work remotely now, which means I have to be intentional about creating connections through email, phone calls, and video meetings. I don't aspire to be a manager or supervisor - I'd rather be helpful, educate others, and perfect what I do so I can support other areas. I'm always learning and reading my college books to stay current, because healthcare is always changing.
Her Interview
Ten minutes with Charlene
01What do you attribute your success to?
I attribute my success to the relationships I've built throughout my career. It's about being professional yet making genuine human connections that people remember years later. My brother's doctor even recognized my name because she had worked with me before - that's the kind of lasting impression I try to make. I believe in picking up the phone instead of going back and forth with emails, because you can hear someone's tone and truly understand what they're saying. I'm good at diffusing difficult situations by being kind, understanding where people are coming from, and helping them feel heard. I always want to educate others and lift people up rather than focus on climbing the management ladder. The relationships I've made are humorous but professional, and I think that balance of being serious when needed while also bringing humor and humanity to my work is what makes me successful. LinkedIn is proof of that - it's about knowing people and the connections you've made throughout your professional life.
02What values are most important to you in your work and personal life?
Family, friends, and being honest and ethical are most important to me. I also believe in having humor and sarcasm mixed in, because something that always makes you happy and makes you laugh creates true relationships, even at work. I think it's important to look somebody dead in the eyes and have that genuine connection. You have to be able to put a smile on your face even when talking about serious things with friends, family, or coworkers. Work-life balance is important - sometimes you have to be serious in life, but you have to balance it out. Sometimes I have to sit on the floor and cry, and then I have to get up and figure it out, and then laugh it out. Everything in life is a challenge, and nothing's ever going to go smooth for anybody, so challenges are welcome to me because they make you stronger, make you grow, and make you smarter. I also believe in always being kind and thinking outside the box about where other people are coming from. You never know what someone else is going through - maybe they just found out they had cancer or lost someone. Always think about their side and always be kind.
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