Featured Projects
Each project tells the story of a real business challenge, the solution I helped implement, and the impact it had on the organization. Together, they demonstrate my experience in leadership, process improvement, stakeholder collaboration, and project coordination across People, Process, and Business Environment.
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.
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.
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As our department continued to grow, I noticed that documentation was inconsistent and often outdated.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.