Ami Shah

Healthcare operations leader and independent consultant with 15 years of experience improving the administrative workflows that connect patients, providers, health plans, and care teams. Hands-on expertise spans patient access, registration and scheduling, coverage verification, patient intake, complaints and grievances, payer audit response, corrective action, EHR-enabled workflow redesign, and operational performance monitoring. Skilled at documenting precise current-state steps, identifying failure points, translating requirements into usable workflows, and explaining complex processes clearly for technical and non-technical audiences.

Independent Healthcare Strategy Consultant, Population Health & Systems Transformation - Heluna Health - Remote / United States

(2024-11 - 2026-06)

• Advised Los Angeles County Health Services Ambulatory Care Network on healthcare operations, patient relations workflow improvement, performance measurement, grievances, regulatory readiness and audits, and health equity.
• Reviewed enterprise patient complaint and grievance operations and proposed an enterprise-wide plan to standardize intake, routing, investigation, escalation, resolution, and leadership-reporting loop-back steps.
• Partnered with L.A. Care, Molina Healthcare, and Health Net during audits; translated DHCS requirements into operational policies and procedures, designed reports in EMR to sustain compliance monitoring and inform CAPs.
• Led redesign of EHR (electronic health records) race and ethnicity data collection to improve registration accuracy, representation of Los Angeles County communities, and equity-focused reporting and initiatives.

Healthcare Operations and Patient Access Leader - Los Angeles County Department of Health Services - Los Angeles, California

(2017-10 - 2022-02)

• Led improvement of front-end patient access workflows spanning registration, scheduling, coverage verification, patient contact center operations, and linkage to primary care across a large public safety-net system.
• Documented current-state processes, identified data gaps, designed future-state workflows, and developed monitoring frameworks to improve reliability and accountability and make practical recommendations.
• Translated complex administrative data and regulatory processes into clear workflow maps, operating procedures, decision points, performance measures, and practical recommendations.
• Worked with practice-management and technology vendors supporting Cerner EHR, Twilio and Telax contact-center tools, coverage-verification systems, health plans, and related operational interfaces.
• Managed call center performance, including workflow assessment, staff training, executive dashboard design, and ongoing performance review, reducing call center wait times <1minute and abandonment rates < 5%.

Social Epidemiologist and Project Director - Sinai Urban Health Institute - Chicago, Illinois

(2002-03 - 2011-02)

• Led community health assessments, applied research, and evaluation initiatives focused on access, health disparities, chronic diseases, and the operational factors leading to over $17M community investments.
• Pioneered the Sinai Model for collecting neighborhood level health data, including the management of Sinai Community Health Surveys and Survey Research Design Committee, to implement community-informed survey design, administration, data review, analysis, and dissemination workflows toward new programs and policies.
• Brought together hospitals, community organizations, academic partners, public agencies, and frontline teams to convert and translate data on widening health disparities into actionable programs and policies.
• Managed social impact grants ($750K–$1.2M) from national funders, overseeing deliverables, budgets, evaluation systems, and financial reporting for equity-focused health programs.

Global Implementation Director, Prostate Cancer - Movember Foundation US - Santa Monica, CA

(2022-12 - 2024-05)

Equitable Access and Health Promotion Manager - Substance Abuse Prevention and Control (SAPC) Los Angeles County Department of Public Health - Los Angeles, CA

(2022-03 - 2022-11)

Deputy Director, Community Health Worker Care Connection Initiative - WERC (Worker Education and Resource Center) - Los Angeles, CA

(2015-01 - 2017-09)

Senior Policy Research Administrator - University of California Los Angeles Center for Health Policy Research - Los Angeles, CA

(2011-03 - 2013-12)

AI Ready Returnship Program (AIR) - AI literacy, generative AI tools, responsible adoption, workflow optimization, and practical healthcare applications - Women Tech Council (2026 - 2026)

Certificate - Gerontology - University of Southern California (2015 - 2015)

Master of Public Health (MPH) - Public Health - Columbia University (1999 - 1999)

Bachelor of Arts (BA) - Liberal Arts - University of Chicago (1995 - 1995)