Senior Manager of Telehealth - ADAPTIVE HOME HEALTH - Remote
(2026-05 - 2026-06)
Program Launch & Operations
- Led day-to-day remote telehealth operations during launch, including team workflow, daily coverage planning, clinical escalation support, documentation standards, quality oversight, and issue resolution.
- Developed program manual, SOP suite, work instructions, scripts, and competency tools to support consistent process execution, regulatory readiness, and staff adoption.
- Created productivity and quality monitoring concepts for outreach completion, call response, escalation response, documentation accuracy, missed visit reduction, and future RPM alert tracking.
- Coordinated with leadership, branch teams, field clinicians, scheduling, intake, IT, vendors, and providers to resolve workflow gaps, system concerns, patient safety escalations, and operational questions.
- Supported nurse onboarding through workflow training, mock calls, documentation audits, escalation exercises, competency validation, and coaching.
Clinical Quality Analyst - VALERIS
(2025-03 - 2026-05)
formerly Mercalis / TrialCard
- Supported patient support program performance through call and documentation quality reviews, workflow evaluation, SOP adherence monitoring, calibration, trend analysis, and quality reporting.
- Led client calibration sessions to align quality standards, strengthen scoring consistency, and improve visibility into program performance and reviewer expectations.
- Developed and implemented a Crisis Management SOP to support operational readiness, escalation consistency, confidentiality expectations, and compliance alignment.
- Delivered training for new clinical staff on documentation standards, workflows, quality expectations, and patient support processes.
- Partnered with operations, clinical leadership, quality, and external stakeholders to identify program gaps, recommend process improvements, support escalations, and improve outcomes.
- Reviewed escalated quality concerns including documentation gaps, product quality trends, and program risk indicators to support remediation and audit readiness.
Manager, Risk Management & Accreditation - CENCORA PATIENT SERVICES LLC
(2022-03 - 2024-11)
Business Compliance - formerly AmerisourceBergen / Lash Group
- Led quality, compliance, accreditation, privacy, credentialing, and operational risk strategy across multiple pharmaceutical patient support and telehealth programs.
- Managed a team of 39 across credentialing, privacy, and operations, including coaching, workload oversight, process adherence, performance support, and escalation management.
- Directed program-level quality strategies aligned to client expectations, regulatory requirements, accreditation standards, SOPs, SLAs, complaint trends, and operational goals.
- Oversaw Quality Improvement Projects, CAPA activities, business continuity planning, audit readiness, performance reporting, and cross-functional issue resolution.
- Chaired the Clinical Quality Management Committee, providing leadership visibility into program performance, complaints, compliance risks, and corrective actions.
Manager, Quality Assurance - CENCORA PATIENT SERVICES LLC
(2020-05 - 2022-03)
- Managed 46 QA professionals across clinical and reimbursement teams, supporting staff coaching, reviewer calibration, performance management, and quality monitoring.
- Developed and implemented quality improvement strategies based on performance data, audit findings, workflow gaps, client needs, and operational trends.
- Partnered with program leaders to refine SOPs, call workflows, clinical decision processes, reimbursement support quality expectations, and vendor performance metrics.
- Utilized analytics for forecasting, staffing, productivity planning, quality reporting, and operational decision-making.
RN Quality Analyst - CENCORA PATIENT SERVICES LLC
(2017-05 - 2020-05)
- Conducted clinical documentation and patient support call quality reviews to ensure compliance with AHIMA, ACDIS, client, regulatory, and program standards.
- Built reporting tools and dashboards to support data-driven decision-making, quality monitoring, productivity review, and client performance tracking.
- Identified documentation gaps, performed root cause analysis, and recommended workflow improvements to strengthen quality outcomes and program consistency.
Director of Quality, Education & Employee Health / House Supervisor - PLANO SURGICAL HOSPITAL, FIRST TEXAS HOSPITAL, AETNA, BAYLOR MEDICAL CENTER, VICTORY MEDICAL CENTER
(2009-05 - 2017-04)
- Key contributor in the startup and operational launch of three hospitals, supporting clinical workflow design, staff readiness, education, quality, and compliance infrastructure.
- Led quality, education, employee health, and compliance initiatives across multidisciplinary clinical departments.
- Developed and delivered clinical training programs to support regulatory compliance, patient safety, onboarding, and staff competency.
- Served on leadership committees including Safety, Environment of Care, and Nurse Advisory Board while providing operational oversight across ICU, ER, Med-Surg, and Telemetry units.
