Featured Projects
Each project shows how I helped solve an operational challenge and support measurable business value. Together, they demonstrate healthcare operations, project coordination, employee onboarding, workflow optimization, KPI reporting, documentation management, and cross-functional collaboration.
Centralized Patient Access Knowledge Base
As our department grew, I noticed that important information was scattered across emails, shared drives, and personal notes. I created a centralized knowledge base that gave the Patient Access team one trusted place to find provider information, insurance guidelines, scheduling workflows, and department procedures.
Building a Better Onboarding Experience
As our team grew, I became one of the people helping new hires get up to speed. I helped create a more structured onboarding process, built training resources, coached team members, and supported them as they learned the role. The goal was simple: help new representatives feel confident faster and provide a consistent experience for patients.
Scheduling Workflow Standardization
Scheduling processes varied across practices, creating unnecessary rework and inconsistent patient experiences. I analyzed existing workflows, identified bottlenecks, and introduced standardized scheduling processes that improved consistency, reduced errors, and helped teams work more efficiently.
Performance Improvement Program
Team performance varied widely, making it difficult to deliver a consistent patient experience. I created a structured coaching program that combined QA reviews, call observations, and personalized development plans to improve performance, build confidence, and create more consistent results across the team.
Operational Performance Reporting
Leadership needed a clearer view of operational performance across multiple practices. I created recurring KPI reports that transformed raw data into meaningful insights, helping leaders identify trends, monitor performance, and make informed decisions.
EMR Implementation Readiness
EMR updates needed to be thoroughly tested before rollout to avoid disrupting patient scheduling and daily operations. I partnered with IT and operational leaders to validate system changes, document expected workflows, and prepare frontline staff for a smooth and successful go-live.
Standardizing Operational Documentation
As our department continued to grow, I noticed that documentation was inconsistent and often outdated. I led the effort to standardize templates, organize resources, and establish documentation standards that made information easier to maintain, easier to find, and more reliable for the entire team.
Future Team Lead Development
Mentored high-performing representatives into team-lead readiness through structured development.
Operational Problem Resolution
Owned resolution of recurring operational issues by isolating root causes and driving corrective action.
Cross-Functional Operational Coordination
Coordinated between Patient Access, providers, IT, and practice management to keep operations aligned.