Expertise
Six capability areas. The same discipline underneath every one of them.
01
Incident Command
Leading high-severity production response for patient-facing systems: establishing ownership, coordinating across teams and vendors, keeping executives informed, and converting every incident into knowledge the next responder can use.
Areas
02
Digital Patient Experience
Product support and operational ownership for Epic MyChart and the consumer-facing digital tools patients use to schedule, message, pay, and access their records.
Areas
03
Vendor & Operational Leadership
Managing third-party partners who deliver Tier 1 patient-facing support — service quality, escalation paths, operational readiness, and alignment to organizational objectives. Influence-based leadership across a large cross-functional ecosystem.
Areas
04
Knowledge & Operational Intelligence
Turning scattered operational work into structured, reusable organizational knowledge: SOPs, documentation architecture, taxonomies, and the reporting that gives leadership a real picture of operations.
Areas
05
Applied AI in Operations
Designing AI-assisted workflows for real operational problems — ticket standardization, issue-pattern matching, knowledge capture, and decision support — with a hard line on data governance and patient privacy.
Areas
06
Product & Systems Strategy
The through-line across every chapter: reading a complicated system, finding where it actually breaks, and designing the process that keeps it from breaking the same way twice.
Areas