Experience

AssistIQ
• Canada
• Software Development
• 1 - 100 Employee
• Customer Engagement Lead

  • Jan 2023 - Present


Philips

• Netherlands
• Hospitals and Health Care
• 700 & Above Employee

• Customer Success Lead

  • Jan 2019 - Jan 2023

  • As a part of Customer Lifecycle Leadership, lead the transition from a startup (Medumo) into a mature business unit (Patient Navigation Manager) within Philips. • Bring the VoC to drive the Product roadmap for internal applications and feature development. • Built the Customer Success department from the ground up. • Designed CRM (Zendesk) and best practices to serve 100+ hospital installations throughout the U.S. • Instituted change control to ensure high-quality documentation and execution of program changes. • Successfully spearheaded a business unit-wide initiative to reduce errors that reach clients by 81%. Show less



Medumo (acquired by Philips July 2019)

• Director of Program Strategy

  • Jan 2019 - Sep 2019

  See "Customer Success Lead" at Philips. See "Customer Success Lead" at Philips.



Atrius Health

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Regional Operations Manager

  • Oct 2017 - Jan 2019

  • Led financial turnaround of underproductive sites through workflow analysis and daily management.• Facilitated budget and performance discussions between Executive Leadership and site departments.• Developed a methodology for more accurately calculating department's $20M budget across 17 locations.• Designed a user-friendly SAP Web Intelligence tool to manage clinical productivity.• Conducted financial compensation program for 75+ clinicians.• Identified and led project to increase annual revenue by $300K via accurate CPT coding and documentation. Show less

• Project Manager

  • Mar 2015 - Jan 2019

  • Served as Project Manager for multiyear project to dovetail clinical best practices, patient satisfaction, operational efficiency, innovative technologies, and EMR functionalities.• Led EPIC EMR implementations for: "Break the Glass" patient privacy functionality; workqueues for referral management; new scheduling features for clinical triage and treatment.• Managed multidisciplinary team that developed and delivered training programs for 170+ staff.• Recognition: 2017 Massachusetts Accountable Care Compass Award - 1st Place (Team), 2016 Atrius Health Clinical Innovation Award (Team) Show less

• Care Facilitator Program Manager

  • Mar 2015 - Jan 2017

  • Conducted care facilitation program pilot that decreased Total Medical Expense by ≈ $500K annually.• Expanded to 4 additional sites by EOY 2016.

• Population Health Manager / Data Analyst

  • Aug 2012 - Mar 2015

  • Performed data analysis and chart review of chronic disease patients to identify gaps in care on a clinician and systemic level to improve both clinical and financial outcomes.• Improved the site's organizational rank from 13th to 1st by achieving the most critical AQC metrics.• Contributed to Atrius' achievement of Massachusetts' highest (nation's 3rd highest) quality scores for a Pioneer Accountable Care Organization (ACO).



Boston Children's Hospital

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Pulmonary Technologist / Anesthesia Technician

  • May 2008 - Jul 2012

  • Concurrently completed Post-Baccalaureate Premedical Program & EMT Basic certification. • Concurrently completed Post-Baccalaureate Premedical Program & EMT Basic certification.



Yale University

• United States
• Higher Education
• 700 & Above Employee

• Research Assistant

  • Sep 2006 - May 2008

  • Conducted experiments on animal models of stress-related mood disorders. • Assisted with researching, drafting, and proofreading the resulting scientific paper. • Conducted experiments on animal models of stress-related mood disorders. • Assisted with researching, drafting, and proofreading the resulting scientific paper.


The Guild for Human Services
• United States
• Non-profit Organizations
• 1 - 100 Employee
• Special Education Teaching Assistant

  • May 2005 - May 2008