Director of Patient Experience & Access Transformation - INCEPTION FERTILITY, THE PRELUDE NETWORK - Houston, Texas, USA
(2024-01)
Own enterprise-wide patient experience, access transformation, reputation management, and patient-feedback strategy across North America's largest fertility network — 18 clinics and 90+ locations serving patients across the U.S. and Canada, accountable for network-wide performance, governance, standards, measurement, and a $3M operating budget.
- Drove a 9-point increase in network-wide Net Promoter Score over two years by standardizing the patient journey and embedding service-recovery and closed-loop feedback systems across all 18 clinics.
- Led a patient onboarding and scheduling-workflow redesign that lowered new-patient appointment cancellations by 13%, improving provider utilization, treatment conversion, and revenue capture.
- Commissioned and led the buildout of the organization's first integrated patient-experience analytics ecosystem on Medallia and Rater8, establishing a single source of truth for performance measurement and executive decision-making.
- Established network-wide patient journey standards, service-recovery protocols, and a patient-experience audit and quality-assurance program that reduced care-delivery variability and accelerated integration of newly acquired practices.
- Built quarterly Voice of the Patient and clinic reputation-management programs: research, focus groups, performance scorecards, and competitive benchmarking, converting patient insight into executive strategic direction and strengthening market positioning across the network.
- Drive engagement, service excellence, and patient-centered performance standards across a 1,800-employee clinical and operational network, building leadership capability and consistent behaviors enterprise-wide.
- Advise the COO, CMO, and executive leadership team on patient experience, access, operational performance, and growth, shaping strategy through KPI-driven analysis, business cases, and investment recommendations.
Managing Director - INCEPTION FERTILITY - Edmonton, Alberta, Canada
(2022-01 - 2024-12)
Owned full P&L and the patient and family experience for a $15M reproductive health center with 70+ staff as the most senior on-site executive, directing clinical operations, finance, and service strategy end-to-end.
- Delivered 15% YoY revenue growth on a $15M P&L by restructuring the cost base, renegotiating vendor contracts, and optimizing provider utilization through patient scheduling redesign and access improvements.
- Maintained full regulatory and accreditation readiness, measured by four successful clinical accreditations across laboratory operations and the College of Physicians and Surgeons of Alberta (CPSA), by building audit-ready compliance, documentation, and quality-improvement processes.
- Strengthened care quality and patient retention by leading the site's patient-feedback and service-recovery process, personally investigating escalated patient complaints, and converting findings into systemic improvements.
- Raised employee engagement by 20% and reduced turnover through structured coaching, performance management, leadership development, and a values-driven culture initiative.
- Led the practice's transition into the Inception network through a private equity-backed acquisition by partnering with U.S. corporate leadership to integrate operations, align governance, and embed enterprise best practices without disrupting patient care.
Senior Operations Manager — Pre-Opening Leadership Team - JW MARRIOTT EDMONTON ICE DISTRICT - Edmonton, Alberta, Canada
(2018-01 - 2022-12)
Selected to the senior pre-opening leadership team for the JW Marriott Edmonton ICE District, a 356-room flagship, Alberta's first and only luxury hotel, and one of the most significant hotel developments in Edmonton in over three decades, reporting directly to the General Manager with accountability for building the property's service operation from a construction site to full luxury launch.
- Delivered a #1 guest-satisfaction ranking among ~100 JW Marriott properties globally in the first year of operation by leading pre-opening service-excellence design, brand-standard implementation, and team development.
- Owned and managed the Rooms Division P&L, overseeing revenue, labor, expenses, forecasting, budgeting, and profitability across Front Office, Housekeeping, Guest Services, and related departments.
- Recruited, onboarded, and trained an opening team of 150 across rooms, guest services, and operations, building service standards, SOPs, and a high-performance culture from zero ahead of a high-profile public launch connected to Rogers Place arena.
- Brought multimillion-dollar capital and operating projects in on time and on budget in partnership with the General Manager and ownership, and sustained audit readiness through recruitment and leadership-development programs that reduced turnover.
Senior Operations Manager - Marriott Delta Edmonton South - Canada
(2016-01 - 2018-12)
Resort Assistant Manager - Four Seasons Hotels & Resorts - USA & Seychelles
(2011-01 - 2016-12)
Guest Relations Manager - Kuramathi Maldives
(2009-01 - 2010-12)
Guest Relations Officer - Le Méridien Dubai
(2008-01 - 2009-12)
