The Gap Most Growing Companies Hit

Small and mid-size healthcare and diagnostics companies face a unique challenge: the operational complexity of an enterprise without the headcount to match it.

Contact centers that weren't built to scale. Service workflows that worked at 10 customers but break at 100. M&A activity that brings new teams, new systems, and new compliance obligations, all at once. Quality and regulatory requirements that demand rigor most early-stage teams have never navigated before.

That's where I come in. I've spent 25+ years solving exactly these problems inside some of the most demanding regulated environments in the industry. Now I work with growing organizations as an ongoing advisory partner, so you get that experience without the overhead of a full-time hire.

Where I Focus

Contact Center Transformation If your customer service operation is reactive, inconsistent, or struggling to scale, I help you build the structure, workflows, and performance systems that turn it into a competitive advantage. That includes staffing models, KPI frameworks, quality assurance programs, technology evaluation, and training. The full picture.

M&A Integration and Acquired Practice Onboarding Bringing an acquired company into your operation is one of the hardest things a growing organization does. I've managed Day-1 integration for multiple acquisitions, standardizing workflows, aligning teams, maintaining service continuity, and keeping compliance intact through the transition. If you're heading into an acquisition or just came out of one, I can help you land it cleanly.

Quality, Compliance, and Regulatory Readiness CAP/CLIA, ISO 13485, FDA 21 CFR 820, HIPAA, MDR/IVDR. If your organization operates in regulated healthcare or diagnostics, compliance isn't optional and audits don't wait. I help teams build quality systems, prepare for inspections, close gaps, and maintain the kind of operational discipline that keeps you audit-ready every day, not just when someone's coming.

How We Work Together

Most of my engagements are ongoing advisory relationships, not one-time projects. Here's why that works better for growing organizations:

Your challenges don't resolve in a single engagement. Scaling a contact center, integrating an acquisition, or building a quality system takes time, iteration, and someone who understands your operation at a deeper level. A retainer model means I'm available consistently, as a thinking partner, a sounding board, and a hands-on resource when you need one.

How it typically works:

Month 1: Discovery and Assessment We start by understanding your current state. Where are the friction points, the compliance gaps, the scaling bottlenecks? What's working and what isn't? I come in with fresh eyes and ask the questions your team is too close to ask.

Ongoing: Advisory and Implementation Support Regular working sessions, access between calls for time-sensitive questions, and hands-on support for initiatives that need more than guidance. The depth of involvement scales to what you need.

Deliverables along the way Assessments, process maps, recommendations, frameworks, and documentation. Whatever your team needs to keep moving with clarity.

This Is a Good Fit If...

  • You're a healthcare or diagnostics company between 10 and 200 employees navigating real operational complexity
  • You're scaling a customer service or contact center function and need someone who's done it before
  • You've made an acquisition and need help integrating it without losing customers or compliance standing
  • You're preparing for a regulatory audit, accreditation, or inspection and need experienced guidance
  • You have a strong team but no one on it who has built these systems from the ground up before

If that sounds like where you are, a conversation costs nothing and usually clarifies a lot.

Let's Start With a Conversation

No pitch deck. No pressure. Just a straightforward conversation about where you are, where you're trying to go, and whether I'm the right person to help.

If it's a fit, we'll talk about what an engagement could look like. If it's not, I'll tell you that too.

Schedule a Call