Proves: AI adoption at clinical scale
AVP, Technical Success
Mosaic Clinical Technologies 2025 – PRESENT
Technical 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, and holds on merit alone
Principal
Fractional Executive (Contract) 2023 – 2025
More than two years operating on merit alone. Two healthcare organizations hired by the engagement and judged every structural change on whether the reasoning held, in front of people who could have simply said no. One judged the work worth building a permanent executive role around.
- For the nation's largest physician-led radiology organization: diagnosed the operation on site at a live deployment, split one undifferentiated support title into two skilled tracks, and rebuilt tier structure and compensation around behavior rather than results, improving staff utilization 41% through a four-by-ten schedule design
- For a national digital health platform: rebuilt the contact center as the business it actually was, expanding coverage from roughly nine-to-five per time zone to nearly 24 hours through skills-based routing, interval staffing, and an onshore-offshore model that engineered PHI out of the equation
- The radiology engagement ended the way a client ends one as a compliment: by creating a permanent executive role to keep the work, the AVP, Technical Success position at Mosaic
Read both engagements in full →
Proves: Clinical-operational integration at health-system scale
Vice President, Support Operations
Prisma Health 2021 – 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.