Proves: AI adoption at clinical scale
AVP Customer Success, Genesis Region
Mosaic Clinical Technologies (formerly Radiology Partners) 2024 – PRESENT
Customer success and AI platform deployment across a four-state region: 12 radiology practices, 60+ imaging locations, and 1,200+ radiologist end-users processing 33,000 daily studies, leading 3 directors and 40+ technical specialists.
- Built the physician adoption framework behind a documented 67% vs. 46% AI drafting recommendation gap, the primary adoption argument for the regional portfolio
- Completed full migration off legacy voice recognition platforms under hard contract deadlines with zero patient safety incidents
- Architected a machine learning escalation model achieving 98.5% recall vs. a 41% industry benchmark, eliminating a 147-ticket backlog
- Led M&A integration of 400 physicians across 95 sites, expanding Florida market share 40% with zero client contract disruptions
Proves: The methodology travels
Principal
Fractional Executive (Contract) 2023 – 2024
Partnered with healthcare organizations delivering transformation across AI platform readiness, operational infrastructure, and customer success strategy.
- Designed strategic roadmap and workforce optimization framework for a national digital health platform connecting patients with an imaging center network
- Built operational readiness and customer success infrastructure for the nation's largest physician-led radiology organization, an engagement that converted directly to a permanent executive role
Proves: Clinical-operational integration at health-system scale
Vice President, Support Operations
Prisma Health 2020 – 2023
Reported to the COO of South Carolina's largest health system: 18 hospitals, 300+ practices, 1.2M+ patients, an $18M budget, and 400+ employees spanning patient access, telehealth, clinical contact center, and population health.
- Architected the Clinical-Operational Dyad Leadership model across six service lines, accelerating decision cycles 40%
- Unified 22 service lines into a single patient engagement operating model, generating $17.5M in annual savings
- Raised patient satisfaction from 55% to 82% while cutting primary care wait times from 27 to 12 days
- Delivered $12.5M in population health benefit, including a 42% readmission reduction for Dual Eligible patients
- Led the $25M Salesforce-EPIC integration with 87% physician adoption vs. a 55% industry average
Proves: Financial turnaround and scaling
Vice President, Managed Services
HCTec 2017 – 2019
Reported to the CEO of a $41M healthcare IT services division covering EPIC support, professional services, and customer success, scaling the organization from 80 to 750+ employees.
- Transformed a $7M operating loss into a 22% positive gross margin within 12 months through contract methodology and pricing redesign
- Built the customer success function from scratch, retaining 75% of at-risk contracts representing 28% of total revenue
- Earned a top 90th percentile KLAS rating (4th of 25 providers) and the CHIME Collaboration Award for a workforce model saving a client $9.2M
- Cut new agent development time 75%, from one year to 90 days
Proves: Managed care and payer operations
Executive Director, Revenue Cycle
Change Healthcare 2016 – 2017
Directed revenue cycle and federal program operations for 30+ national health plans including UnitedHealthcare, Aetna, and Centene, with an $18M P&L and 500 employees.
- Increased SSI/SSDI conversion rates 30% and expanded the qualified candidate pool 18% through enhanced ICD-10 algorithms worth $1.2M annually
- Rescued the at-risk Aetna partnership with a $47.5M recoverable revenue analysis, expanding the relationship from 4 to 6 states
- Delivered a $13.2M capitation recovery turnaround for a New York health plan using behavioral science engagement design
Proves: Global operations and culture change
Executive Director, Support
Dayforce (previously Ceridian) 2012 – 2016
Led 24/7 global support across the US, Mauritius, and India for 4,000+ enterprise HR and payroll customers on a $400M P&L with 1,000+ employees.
- Drove NPS from -52 to +20, a 72-point improvement, by rebuilding the culture around knowledge sharing and customer outcomes
- Delivered $8M in annual cost reduction transitioning the operating model to SaaS-based support
- Retained $36M in at-risk recurring revenue through a Rapid Resolution concierge model with 100% top-tier retention
Earlier career: executive leadership in population health and clinical operations (2002–2011), including P&L ownership across multi-site medical practice networks and 500,000+ covered lives in employer and payer programs.