FRACTIONAL HEALTHCARE OPERATIONS, EXPERIENCE & CLINICAL LITERACY
Senior healthcare operations and patient experience expertise, one or two days a week, without the cost of a full-time hire. I fix the journey, the handoffs, the follow-through, and the record behind the care.
THE PREMISE
Your clients do not experience your organisation in departments.
The first enquiry. The welcome. The handoff. The message that goes unanswered. The appointment that requires too much effort. The follow-up that either feels held or forgotten.
Exceptional clinicians and strong programming matter. But when the system around them feels fragmented, clients work too hard to receive the experience you promised, and the people delivering it carry strain they cannot name. That is the work: the system around the care, and the record behind it.
WHAT THIS IS NOT
A wellness or health company should know its own product deeply enough to stand behind it. “Talk to your doctor” is not a strategy, general practitioners are not trained in the specifics of what you built. If you make a claim, you should be able to defend it.
THE FLAGSHIP ENGAGEMENT
Four weeks. One fixed fee. Scoped to your problem.
01
The structure is a focused, outside-in engagement. What we examine is set by your problem, not by a template. A femtech startup, a concierge practice, and a diagnostics lab rarely need the same thing.
SCOPE IS SET BY WHAT YOU NEED
$12,000
From · Four weeks · Scoped to need
WHAT YOU LEAVE WITH
Every engagement is scoped privately based on your organisation, its size, and the questions worth examining. Not a clinical review: no clinical advice, legal advice, or compliance certification.
BOOK AN INTRODUCTION02
ONGOING OPERATING SEATS
Most clients start with the four-week engagement. Some then want the operator in the room, one or two days a week, inside the operating rhythm, without a full-time hire.
$4,500
From · Per month
One exception, for venture-backed companies at seed stage: a reduced retainer plus a small equity grant, where the fit and the market justify it. Equity is added to the retainer, never instead of it.
Retainers have capped days, a written scope, defined deliverables, and an overage rate. Engagements are priced at roughly $2,000–$2,500 per working day.
THE WORK
The journey, the handoffs, the follow-through, the team that carries it, the rhythm that keeps it from falling apart at scale, and the lab, coding, and informatics literacy behind the record.
01
Journey mapping, service-friction and ownership analysis, service standards, communication, and the follow-through that makes a promise feel real.
02
Workflows, handoffs, escalation rules, scheduling, records, and follow-up, built so the operation does not depend on one person remembering.
03
Hiring, training, accountability, and service standards for the team that carries the experience. Eight years leading a 15-person cross-functional team, and training delivered to audiences of 1,000+.
04
New-client and member onboarding, retention rhythm, renewal conversations, referral relationships, and consultative growth, the work I did as Managing Director, including a 10% lift in client growth.
05
I am a CPC-certified medical coder and an ASCP Medical Laboratory Scientist. I read the panel, follow the coding trail, and know where records stop being defensible, documentation standards, data quality, and reporting your clinical and financial decisions depend on.
06
Columbia-trained in Health and Behavior Studies and Health Informatics, with Epic EHR experience. Population thinking and behaviour change applied to real workflows, research, intake, documentation support, coordination, and reporting, with the guardrails health information requires.
Not a licensed practitioner, and fluent in the science behind the product. I do not diagnose, prescribe, or direct clinical care, and I do not sign off on clinical decisions. But I read the lab work, follow the documentation, understand the evidence, and speak the same language as your clinicians. That is exactly why the operations and the records hold up.
WHO I SERVE
From pre-seed startups to premium practices.
HEALTH TECH & FEMTECH STARTUPS
Pre-seed through Series B. You need the operating model, the documentation, and the experience to hold before your next raise, and someone who can talk to your clinicians and your engineers.
DIGITAL HEALTH & VIRTUAL CARE
The same fragmentation shows up the moment care moves from a software demo into a real patient's week, at scale, and without warning.
CONCIERGE & PREMIUM PRACTICES
You know there is friction but need a clear outside view, and a plan your team can run without you in the middle of every handoff.
MEMBERSHIP HEALTH & PREMIUM WELLNESS
Every unanswered message, every clumsy handoff, and every renewal that feels transactional is a member quietly deciding whether to stay.
LABS, DIAGNOSTICS & TESTING
Reference ranges, documentation standards, coding integrity, and what your data can actually support, reviewed by someone who has worked the bench, not just the business plan.
INVESTORS, BOARDS & FOUNDERS
Operational, experience, and documentation diligence before a term sheet, a launch, or a growth push, including a second opinion on whether the thing actually holds.
WHERE I'M FLUENT
Clinical literacy, not clinical practice.
Most operations people cannot read a lab panel or follow a coding trail. Most clinicians have no appetite for rebuilding a service model. The value here is holding both: the science behind your product and the operating system around it.
That is what makes the documentation standards, the records, and the member experience hold up when someone asks a hard question. It is also what lets me sit with your clinicians as a peer and with your operators as one of them.
WHAT I ACTUALLY KNOW
THE OPERATOR'S PROBLEM
They know it will not hold much longer. What is missing is not effort or intention. It is a system someone owns, and a rhythm the team can carry without you standing in the middle of it.
HOW ENGAGEMENTS WORK
Scope and fee are set by what you actually need, agreed in writing before we start. Engagements are priced at roughly $2,000–$2,500 per working day. Every retainer has capped days, a written scope, defined deliverables, and an overage rate, so the work stays senior and the boundaries stay clear.
THE LADDER
Most engagements begin within two to three weeks. I take on a small number of clients at a time so the work stays senior. Right now, two seats are open.
WHY THIS OFFICE
Eight years as Managing Director at Epta Care, leading a 15-person cross-functional business development, operations, and client-services team. Thirty-plus healthcare, institutional, and community relationships built and held. Client onboarding and internal coordination workflows rebuilt, improving response times and the client experience. Ten percent client growth through consultative business development, and a 40% lift in organisational visibility and credibility through strategic messaging.
I present, train, and speak for a living: executive workshops and stakeholder alignment at Deloitte, presentations and training delivered to audiences of 1,000+, and the facilitation work of getting a room to a decision. That is part of the job, not an add-on.
The clinical foundation is real. CPC-certified medical coder, ASCP Medical Laboratory Scientist, and Columbia-trained in Health and Behavior Studies and Health Informatics, with fifteen-plus Deloitte engagements across FDA, HIPAA, FTC, and OIG environments. I am not a licensed practitioner. I do not diagnose, prescribe, or direct care. But I am fluent enough in the science to sit with your clinicians as a peer and with your operators as one of them.
CURRENT AVAILABILITY
Most clients come to me with the same sentence: “We know there is friction, and we cannot see it from inside.” That is a good place to start.
BOOK AN INTRODUCTION