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Neha is a director in our Healthcare Solutions Advisory practice with 5+ years of experience in the target operating model design and 14+ years of experience in process redesign and program/project management for large implementations.  I have helped organizations:

• Develop enterprise-wide strategies, through a data-driven approach, for regulatory and new delivery model initiatives
• Define standard business workflows, technical requirements and performance management frameworks for operational and technology solutions
• Establish performance management frameworks to measure and track the success of program
• Perform build vs. buy analysis and ROI calculations to support program funding
• Rapidly and cost-effectively implement enterprise-wide programs from pilot to operational program launches

Engagement Experience

• Optimized Patient Access capabilities for scheduling, registration, capacity management, template management, referral management, and contact center operations and infrastructure at a large Academic Medical Center; implemented capabilities to 13 high volume service lines within 1 year, improved consumer net promoter score by 17% and visit wait times by 8 days
• Developed an enterprise-wide Patient Access strategy by identifying synergies and opportunities to align Transfer Center, Virtual Health and Centralized Scheduling/Registration initiatives for a national for-profit-health system comprised of 100+ hospitals:
  • Led an enterprise-wide telemedicine strategy design and implementation: developed telemedicine technology target operating model, clinical workflows, financial and business cases for select service lines, and performance management framework. Deployed to 7 markets for direct to consumer and hospital-based virtual health services across 4 service lines within 2 years.
  • Led the program management office for the deployment of an enterprise-wide centralized scheduling and registration initiative; deployed to 10 markets in 6 months
  • Provided program management assistance for the deployment of a centralized Transfer Services Access Command Center providing patient transfer, transport and bed placement services, and ED telehealth consults. Deployed to a 9-hospital market within 3 months.
• Designed a system-wide Telehealth program for a large academic medical center, specifically defining: financial sustainability of program; clinical workflow, protocols, and guidelines; performance management framework; program implementation playbook; and program governance and operational needs