Professional Information

High-performing Healthcare Operations Executive with a proven track record of driving revenue growth, optimizing patient access systems, and leading complex, multi-site organizational transformations. Expert in leveraging Lean Six Sigma methodologies to streamline patient pipelines, capture lost revenue, and build high-morale, low-turnover administrative teams.

Experience

Director of Patient Access Operations — Eskenazi Health
2019 - Present | Indianapolis, IN
​Eskenazi Health is a Safety Net Hospital and Health Network serving Marion County, Indiana and the surrounding 6 counties. Eskenazi mission is to "Advocate, Care, Teach, and Serve, with a special emphasis on the vulnerable populations of Marion County."

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• Strategic Operational Leadership: Streamlined enterprise-wide patient access pipelines—including central scheduling, registration, and front-end revenue cycle—across 23 facilities to optimize throughput and cash flow.

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• Operational Centralization: Consolidated fragmented, decentralized scheduling and prior-authorization units into a unified, high-performing contact center, significantly reducing scheduling friction and patient wait times.

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• Process Engineering (Lean Six Sigma): Drove a 30% increase in front-end data accuracy and compliance by deploying Lean Six Sigma methodologies to map patient journeys and eliminate operational bottlenecks.

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• Talent & Retention Development: Increased employee retention and engagement by 18% across a 100 FTE multi-disciplinary team by embedding a high-accountability, culture-of-compassion leadership model.

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• System Integration: Safeguarded regulatory compliance and boosted system interoperability by collaborating with executive stakeholders to deploy advanced healthcare IT and scheduling platforms.

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Area Director — Bethesda Lutheran Communities
2007 – 2016 | Greenfield, IN
​Bethesda Lutheran Communities is a Non-Profit organization that serves individuals with developmental disabilities in their home or community. Their mission is to "pioneer life-changing services that empower the people we serve."

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• Multi-Site Operational Governance: Protected regional margins and optimized P&L performance across a multi-site portfolio of 35+ facilities.

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• Standardization & Scalability: Standardized regional operating procedures and KPI tracking across all 35+ locations, ensuring continuous audit readiness and consistent care delivery.

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• Remote Leadership & Accountability: Unified a geographically dispersed leadership team under a single operational cadence, raising performance metrics across remote sites.

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• Regional Revenue Protection: Safeguarded local market margins and accelerated cash flow by auditing and optimizing multi-site financial counseling and prior-authorization pipelines.

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• Strategic Resource Allocation: Optimized regional labor budgets by dynamically adjusting staffing models and technology deployments to match fluctuating client volumes.

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Program Manager — Bethesda Lutheran Communities
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• Program Execution: Directed daily operations, staffing, and administrative oversight for multiple residential support programs to consistently exceed service delivery standards.

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• Team Leadership: Developed and managed a team of 70+ Lead DSPs and DSPs, establishing clear KPIs that enhanced accountability and service quality.

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• Care Plan Governance: Oversaw the execution and audit compliance of individualized support plans (ISPs), aligning clinical care outcomes with state standards.

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• Operational Quality Assurance: Maintained 100% regulatory compliance across site-level financial ledgers, household budgets, and Medication Administration Records (MAR).

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Lead Direct Support Professional — Bethesda Lutheran Communities​

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• Peer Mentorship & Onboarding: Accelerated new-hire time-to-productivity by serving as primary on-site trainer, leading shift operations, and conducting peer documentation quality audits.

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• Clinical Accuracy & Quality Control: Maintained flawless Medication Administration Records (MAR) and managed appointment coordination across complex medical and behavioral health plans.

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• Person-Centered Advocacy: Translated complex service plans into daily support, driving measurably higher community integration and client satisfaction.

Education​/Training

Western Governors University - MBA, Healthcare Administration
Western Governors University - MS, Leadership and Management
Bachelor's of Science, Barclay College, Haviland, KS
Lean Six Sigma Green Belt
CQL Quality Monitoring and Improvement
Project Management
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