Fix the bottlenecks. Keep your customers happy.
Practical operations support for healthcare, fintech, and other customer‑focused teams that are growing fast and feeling the strain.
When operations fall behind, it shows up as long wait times, delayed updates, and stressed teams. You do not need a buzzword‑filled “transformation” project—you need clear fixes that help your people do great work and keep customers informed.
I partner with healthcare organizations, fintech companies, and other regulated, customer‑focused businesses to untangle day‑to‑day workflows, clean up handoffs, and put the right structure in place so your operations can keep up with your goals.
Over the past 12 years, that has meant supporting programs across 80 lines of business in 30 states, helping teams get from 24% to 100% on launch readiness, and using AI tools to bring certain analysis work down from hours to about a minute.
Common Challenges Clients Bring
Most clients come to me with some version of the challenges below:
Work piling up when volume spikes, leading to backlogs in onboarding, communications, or issue resolution.
Teams spending too much time hunting for information or redoing work instead of serving customers.
Customers not getting timely, clear updates when something changes or goes wrong.
Extra steps added for compliance that slow everything down because the process has not caught up.
Tools that do not “talk” to each other, so people rely on spreadsheets and copy‑paste to get things done.
Operations that work only because a few people hold everything in their heads, making it hard to grow.
These problems are common, and they are fixable with clear processes, better use of tools, and simple ways to measure progress.
The Solution: The REFINE Framework
The REFINE framework is the structure used to help teams move from “we’re barely keeping up” to “we know what is happening and what to do next.”
R – Research & Requirements
Learn how work really happens today, where it gets stuck, and what rules and promises you have to honor.E – Evaluate & Engineer
Look at real examples and data, then decide what needs to change first to make the biggest difference.F – Framework & Technology
Set up simple structures and tools—like clear workflows, documentation, and dashboards—so everyone can see what is happening.I – Implement & Iterate
Make changes in manageable steps, check what is working, and adjust quickly instead of waiting months.N – Nurture & Navigate
Help people learn the new way of working through training, guides, and support so changes actually stick.E – Evolve & Excel
Build in regular check‑ins and simple metrics so your operations keep improving as your business and regulations change.
The goal is straightforward: operations that can handle more customers and more rules without breaking your customer experience.
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Process Analysis
Comprehensive assessment and optimization of your current operational workflows.
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Implementation Support
Hands-on project management from planning through successful adoption and training.
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Continuous Improvement
Framework development for ongoing optimization and organizational capability building.
✓ Experience in your world
Work across healthcare, fintech, and other regulated, customer‑driven organizations, including programs that touched up to 500K members and supported a fintech serving 5M customers.
✓ Customer and team focus
Background in customer‑facing work and operations means solutions are designed to be easy for teams to follow and clear for customers to feel.
✓ In the details, not just the slides
From setting up Jira workflows and Confluence spaces to creating AI helpers that cut certain tasks from hours to minutes, the work includes the “how,” not just the “what.”
Why Organizations Work With Me
✓ Examples of Results:
Maintained 100% quality on large communication and compliance programs across 30+ states and 80+ lines of business.
Cut resolution time for key customer issues by about 75% through clearer processes and better reporting.
Unlocked an estimated $150k–$250K in annual savings by automating repeatable analysis and standardizing how work moves through the team.
How We Get Started
1. Free 60-Minute Conversation
We talk through where things are breaking down today, what tools you use, and what “better” would look like for your team and customers.
2. Clear, Written Plan (Within 48 Hours)
You receive a short, practical proposal that spells out the focus areas, rough timeline, and what we will watch (for example: readiness scores, turnaround times, or error rates).
3. Kickoff in 1-2 Weeks
Once you are ready to move forward, we start with a deeper look at your current workflows and begin making improvements in phases so people see progress early.
Learn More
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Explore the comprehensive process solutions I offer.
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Gain a deeper understanding of my REFINE methodology.
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Find out answers to commonly asked questions.
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Learn more about me and my expertise.
