Work
Maps used during outreach calls. Messages patients could act on. Research systems that kept answers connected to their sources. These projects explain what I did, what I learned, and what the evidence supports.
Find work by question, topic, or reading trail.
For an operational evaluation, start with the Penn workshop analysis (employment work). For source feasibility, read the public-data research case (independent research). See how these capabilities connect to a scoped engagement.
A few places to start
Different settings, different problems. Each project starts with a practical question.
- Research infrastructure From public data to usable evidence Why finding public data was easier than assembling a dependable answer.
- Evaluation Penn AQM Customer Service Workshop Evaluation What speech analytics could tell us about a customer-service workshop.
- Knowledge The Assistant Had to Be Right Keeping answers traceable to the right Medicare plan document.
- Flow Walmart Oil Bay Time Study What a time study revealed about delays between oil changes.
All projects
9 projects in healthcare, research, publishing, and service operations.
Walmart Oil Bay Time Study An early-career reconstruction of how an experienced Walmart Auto Care Center technician separated two kinds of vehicle work, and what that taught me about motion, tools, and flow. Read the case study Jefferson Maps: Local Intelligence at Call Speed A shared map of practices, specialties, and routes helped Jefferson outreach staff explain nearby care during live calls. It contained no patient information. Read the case study From public data to usable evidence How one failed health-system profile became a research architecture for source acquisition, identity, governed interpretation, and publication. Read the case study Penn AQM Customer Service Workshop Evaluation A Penn Medicine case study of a customer-service workshop evaluated with Automated Quality Monitoring, matched comparison agents, and a quasi-difference-in-differences design. Read the case study The Assistant Had to Be Right A firsthand account of preparing Jefferson Health Plans' 2024–2025 plan materials for trustworthy GPT-4o retrieval across Medicare Stars Outreach and Product. Read the case study Mailing a Kit Is Not Delivering Screening How a Jefferson outreach redesign connected an unfamiliar FIT kit in a patient's home to a valid result, diagnostic responsibility, and the next screening interval. Read the case study Designing the Message as Care How a Jefferson team treated patient communication as service delivery through a reusable Epic message system, visual assets, and a workflow staff could carry across care gaps. Read the case study School Telehealth as a Systems Engineering Problem A Johns Hopkins academic design for non-emergency school telehealth. I examined who could authorize care, hold records, and take responsibility when a handoff failed. Read the case study A Publication Needs an Operating System Building and running AJHCS: shared authorship, independent editorial decisions, the cost of publishing, and the software behind an open-access journal. Read the case study