Michael Mc Carville

Metrics-driven Telehealth Operations & Patient Access Leader with over 15 years of experience designing, scaling, and managing patient-centered intake frameworks and high-volume outreach operations. Expert at balancing deep clinical empathy with strict sales urgency, optimizing patient booking funnels, and tracking conversion KPIs to drive revenue and program retention. Proven track record of navigating fast-paced, high-growth healthcare environments, scaling boutique care teams from 6 to 30 employees, and leveraging modern digital tools to maximize workflow efficiency.

Strong cross-functional collaborator skilled at aligning clinician availability with patient demand.

Behavioral Health Patient Access & Outreach Specialist at SELECT HEALTH OF SC (2024-10 – Present)

• Funnel Optimization: Manage a high-volume portfolio of members with complex care needs, utilizing Jiva data tracking to streamline the onboarding journey and consistently exceed program retention and conversion targets.
• Workflow Design: Analyze systemic patient booking barriers via Excel and NetSmart, engineering optimized outreach playbooks that accelerated speed-to-contact and reduced friction in the client journey.
• Cross-Functional Collaboration: Build and scale strategic community partnerships with healthcare networks and clinical stakeholders to maximize inbound referral pipelines and improve care access.

Patient Care & Operations Team Leader at ACCESS: SUPPORTS FOR LIVING (2017-11 – 2023-10)

• Team Scaling & Leadership: Directed day-to-day intake and care operations, providing direct coaching and performance management to clinical practitioners while establishing clear accountability frameworks.
• High-Growth Management: Spearheaded patient outreach and care alignment strategies during a major organizational scale-up, successfully expanding operations to accommodate a team growth from 6 to 30 employees.
• Data-Driven Efficiency: Monitored strict program compliance and enrollment data, optimizing scheduling workflows to elevate documentation accuracy, consent tracking, and overall booking efficiency.

Assistant Director of Operations & Field Recruitment at ORANGE COUNTY YOUTH ADVOCATE PROGRAMS, INC. (2004-05 – 2005-12)

• Talent Lifecycle Ownership: Directed human resources workflows for the department, owning the full talent lifecycle including hiring, onboarding, and training for field advocates to support scaling operations.
• Performance Accountability: Supervised field advocates, establishing continuous performance metrics and auditing service provision to maximize client enrollment, engagement velocity, and retention success.
• De-escalation & Communication: Utilized motivational interviewing, active listening, and creative problem-solving to resolve complex multi-party disputes and maintain high client-satisfaction scores.

Boutique General Manager / Sales Director at DIEGO DELLA VALLE (DEVA INC. / NEVA DEL INC.) (1996 – 2000)

• Conversion & Sales Mindset: Spearheaded the corporate launch of a high-end retail boutique, managing all facets of a highly profitable, premium business operation centered on high-touch client acquisition and revenue growth.
• Premium Client Experience: Coached staff on VIP relationship management, execution of conversion sales strategies, and elite customer service delivery to consistently hit aggressive financial and performance metrics.

Bachelor of Arts in Psychology – Mount Saint Mary College

Paralegal Certification in BA Pre-Law – Marist College