Vice President, Referral Services & Growth Strategy at Carrefour Associates, LLC (2020-10 – Present)
Executive operator accountable for national referral strategy, workforce operations, cross-functional systems, and the data infrastructure supporting strategic decision-making across 11+ sites.
- Serve on interdisciplinary board of internal consultants — evaluating business processes, identifying growth initiatives, and providing risk analysis and performance data to executive leadership
- Operate as primary system administrator across EMR platforms, contact center technology, and automation tools — managing access levels, workflow design, and adoption across all departments
- Translate IT constraints into functional operational solutions — designing workflows that reflect how end users actually work and what leadership needs to act strategically
- Design and deploy automation flows and data capture tools that eliminate manual reporting lag and deliver real-time information to clinical, operational, and administrative teams
- Lead enterprise workforce planning and staffing strategy — applying Erlang-C methodology for contact center forecasting and capacity alignment across multi-site operations
- Drive cross-functional change management: assess adoption barriers, design training and SOPs, and ensure system transitions hold under scale
- Source, vet, and administer third-party platform add-ons — managing vendor relationships, contract negotiations, and integration performance
- Build and maintain executive reporting dashboards providing real-time visibility into census, referral pipeline, team performance, and operational risk
- Led AI tool adoption — applying Claude (Anthropic) across document generation, analytics interpretation, workflow design, and operational reporting; explored AI-assisted EMR integration concepts
Director, Call Center & Operations Strategy at Carrefour Associates, LLC (2009-02 – 2020-10)
Built and led the enterprise contact center and operational engagement hub from the ground up — establishing team structure, technology infrastructure, and performance frameworks for a national multi-site operation.
- Designed and built omnichannel contact center from zero — replacing contracted answering service and establishing 24/7 clinical and administrative support capability
- Architected telephony systems, disaster routing, and call flow design — improving service continuity, after-hours response, and referral source experience
- Developed patient retention program identifying high-risk revocation triggers and deploying proactive outreach workflows — reducing service revocations 30% annually
- Designed instant notification workflows connecting clinical and operational teams — eliminating information delays that were creating downstream care continuity gaps
- Led vendor selection, contract negotiation, and ongoing administration for contact center platforms, voice networks, and fax infrastructure
- Managed and trained cross-functional teams in performance standards, CRM usage, system workflows, and compliance requirements
- Proposed, budgeted, and implemented Military readiness workshop for 300+ Airmen — USAF Reserve, 512th Airlift Wing, Dover AFB
