Consulting with organizations to build out their Operations teams and processes. My primary areas of focus include process optimization, workflow and SOP development, call center architecture and team management and cross functional project management.Past Client Engagements:- Optimized clinical staff onboarding to support exponentially increased client demand during Covid-19 for tele mental health start up- Directed CRM vendor search and provided ongoing IT process management for home care focused start up- Revised onboarding script and processes for member enrollment team; designed and led training for 3rd party enrollment vendor for substance use disorder focused start up- Designed formal processes including training, technology supports, and administrative policies; led dialer RFP and implementation for gut health focused start up

- Built and managed team of 50+ care coordinators and supervisors for LGBTQ+ and Black Health offerings- Led care team process integration through acquisition by Grand Rounds and Doctor on Demand- Responsible for service delivery of care coordination across 45 clients- Drove care team launch of Black Health offering

Included Health is the first comprehensive health platform partnering with employers to connect LGBTQ+ members to culturally competent, quality providers who understand the unique needs of the community. Our mission is to raise care equality and create a better healthcare experience for the LGBTQ+ community.- First Operational hire to seed funded organization; responsible for building all operational processes and teams to prepare for market launch- Selected and administered all core IT systems across the organization- Interfaced with clients throughout sales, implementation and any ongoing customer success needs

- Work with Chief Technology Officer to identify priorities within the tech team- Drive projects focused on IT needs, security and compliance and improvements to the product development process from inception to completion through collaboration with stakeholders

- Led projects across the organization that supported scalability and clinical efficacy- Collaborated with executive team to deliver on organizational priorities

- Directed staff of 52 Engagement Specialists, Call Quality Associates, and Supervisors responsible for marketing and selling cognitive behavioral health services to 6K prospects per day. - Oversaw hiring required to meet aggressive revenue targets, including creation of job descriptions and standardization of interview processes.- Designed standardized operating procedures and identified employee training opportunities. - Managed dialer and telephony solution to maximize revenue and staff efficiency.

Supported organizational transformation including creation of training materials, standardization of procedures and activities to close the provider arm of the organization.- Created and managed standard operating budget approval process- Primary contact for $10M vendor contract to support state mandated assessment process- Member of project team to create call flows for newly centralized company wide call center

Managed a team of 26 business staff including, Member Service Representatives, Clerk/Typists, Translators and temp staff who were responsible for all clerical tasks necessary to support a team of 100+ clinicians and 5k members.- Supervised the creation of new member records (both paper and electronic) - Oversaw the maintenance of 5k active member records- Monitored the procurement of MD orders as per NYSDOH and LHCSA regulations- Responded to escalated member and provider issues regarding MLTC and LHCSA services

Provided administrative support to the Regional Program Director, Management team and the operation- Generated reports on staff and member statistics for management team- Coordinated locations, invitations and guest speakers for meetings - Prepared documents and presentations for staff meetings- Acted as the liaison between regional staff and IT

Provided support to a clinical team including nurses, social workers, physical therapists and registered dieticians in their daily care management activities.- Responsible to answer incoming member calls regarding MLTC and LHCSA services- Maintained 400+ member records as per NYS DOH regulations- Entered authorizations for network services and communicated with providers regarding claims and authorization issues