I started as a bedside nurse. I still begin by understanding how the work really happens.

The request sounded like a new feature. Once I followed the work, the real problem was the handoff from bedside nursing to case management at discharge. I reframed the request around that workflow and led requirements, configuration, and testing for EMR-triggered workqueues that routed tasks and messages to the right roles across eight hospitals.

I worked across vendor analysts, contractors, staff analysts, and the help desk to find recurring causes instead of treating each ticket as an isolated problem. We changed workflows and configuration, established repeatable change control, and reduced recurring post-implementation tickets from approximately 400 to fewer than 20 per month. I also coordinated a cross-functional EAF department and location change that contributed to recovering approximately $2 million over about 1.5 months; that result depended on clinical, billing, and revenue-cycle partners working together.

A new pulmonary function service line touched far more than one application. I led discovery, workflow analysis, and Orders-side configuration while coordinating dependencies across scheduling, Pulmonary, Willow, billing, charge capture, and operations. I also wrote practical guidance for Azure DevOps dashboards, sprint planning, story sizing, and build handoffs so the work was easier for the team to follow.