With 17 years of experience as a leader and a strong history in operational planning, performance tracking, and refining processes, I equip organizations to tackle their distinct challenges with assurance.

My journey has taken me from General Manager in the hospitality industry to an Executive role in value-based healthcare, where I focus on all aspects of operations—from center to regional management, specialty operations, cost management, and enhancing patient and customer experiences, including quality metrics like HEDIS and Stars.

In these positions, I’ve immersed myself in diverse elements of each industry, collaborating closely with all departments to gain a comprehensive understanding of their needs. This hands-on approach has allowed me to create standard operating procedures that foster consistency across the board, leading to an efficient program that benefits both staff and customers alike. As a result, individuals within the organization have flourished, driving greater efficiency and enabling them to work together more harmoniously to achieve outstanding results.

My expertise isn’t confined to just hospitality and healthcare; it spans multiple sectors, offering a flexible foundation for achieving success.

Let’s work together so that your business can be in a better place!

Our Mission

Our mission is to enhance organizational performance across various industries by providing customized operational solutions that boost efficiency, enrich customer experiences, and promote sustainable growth.

Key Accomplishments

• Streamlined Operations: Effectively designed and executed a detailed operational playbook that standardized procedures across various departments, thereby improving efficiency and facilitating significant organizational growth. This was not only for clinic operations across several states but also national initiatives as well.

• Enhanced Patient Experience: Led quality enhancement initiatives that elevated patient satisfaction ratings from 2 to 4 stars for Health Plans, with select programs achieving up to 5 stars within a network of over 50 medical facilities. Trained in Hilton and Ritz-Carlton customer experience programs, we can deliver the WOW factor to your customers.

• Strategic Integration Leadership: Offered essential support during the incorporation of more than 150,000 Medicare beneficiaries into the organization, contributing to its recognition as the second-largest Managed Services Organization (MSO) and demonstrating proficiency in navigating complex transitions.

• Cost Savings Achieved: Reduced medical expenditures and specialty costs by $75 per member per month (PMPM), resulting in substantial savings through the optimization of resource allocation and proficient management of clinical pathways and home health services.

• Data-Driven Performance Improvements: Using value-stream mapping on several occasions helped conceive the most important KPIs to focus on. Created business parameters for dashboards that integrated various data sources to track center operations, timing of actions, patient experiences, etc. leading to actionable insights that fostered continuous enhancements in service quality. Proponent of avoiding vanity metrics - creating unnecessary work and superficial insights.

• Cross-Department Collaboration: Promoted collaboration between clinical and operational teams to refine workflows and improve communication, ultimately enhancing patient engagement and loyalty through improved follow-up strategies.

• Proven Scalability: Developed a scalable Clinical Quality support program that decreased the number of full-time employees (FTEs) while upholding high standards of quality care and operational efficiency. Led to retaining staff of over 75% within 6 months.

• Rapid Growth Management: Facilitated development by implementing a cohesive organizational strategy that enhances operational efficiency and fosters positive customer feedback, achieved through the expansion from an organization comprising 26 centers to one exceeding 90 centers. Consistently achieved 4-star ratings or higher across the majority of MSO centers while managing a smooth expansion into ten different states, underscoring a dedication to quality amidst unprecedented growth challenges.

My Journey

I've always genuinely desired to make a difference in people's lives. With a major in Business and Finance, I couldn’t sit behind a desk all day, so I found my way into the Hospitality industry, stepping into the role of General Manager at just 24 years old. Being the sixth GM in a hotel that had only opened 14 months prior brought its own set of challenges; not only was I one of the youngest in the role, but there was immense pressure to prove myself and make my mark.

Drawing on relevant case studies from my college days, I dove headfirst into the job, putting in 16-18 hours a day to grasp every facet of the business. Through keen observation, I realized that even the simplest solutions varied with each shift. To streamline operations, I quickly established standard operating procedures that covered everything—from handling inquiries and phone calls to personal interactions and follow-ups after a guest’s stay.

This approach was tailored for each department to ensure consistency and excellence across the board. As a result, we achieved the prestigious title of the #1 hotel in our region on TripAdvisor for several years. We became the first hotel in the area to sell out, thanks to our unwavering commitment to outstanding customer service and my focus on enhancing the guest experience. My boss recognized my capabilities and tapped me to support to several other properties in his portfolio, all while ensuring our home base thrived.

After an enriching 6.5 years in Hospitality, I transitioned to the Healthcare sector, collaborating with Value-Based companies and a Concierge Emergency Medicine group to launch a start-up in South Florida. My journey led me through various roles—including Director of Operations, Center of Excellence, Director of Strategic Operations, National Director of Network and Cost Management, Chief of Staff to the Chief Medical Officer, and finally Vice President of Quality Improvement and Specialty Operations.

Drawing on my multi-department management skillset and hospitality training, I was able to transform a local approach into creating processes for our national footprint. Additionally, I created and implemented a layer of audit processes to drive sustainability and continuous improvement. This expanded my opportunity to manage $M in P&L oversight in center, regional, and national operations but also provided me with the knowledge to manage specialty operations and costs, driving down healthcare expenditures.

Each experience has only deepened my commitment to driving positive change in every industry I touch.