Insights
Perspectives on process improvement, project delivery, change management, and AI strategy — from operators, not analysts.
Contact Center Operations
Charley Bixby
110 agents. A healthcare scheduling operation where outbound reminder calls were tying up the floor while inbound patients couldn't get through. We replaced manual outbound calling with programmatic texting, cross-trained agents in cohorts, and dropped the abandonment rate from 30% to under 10%.
Read moreChange Management
Matthew Bixby
200 agents at a national pharmacy benefits operation. 3 sites. A homegrown system that looked like Windows 98. Two simultaneous platform migrations — a previous team fired — and I came in to finish the build, design the rollout, train the trainers, and keep it running.
Read moreComing soon
More articles in the pipeline:
Process Improvement
Claim denials cost U.S. healthcare providers $262 billion annually. Most denial management focuses on the appeals process — but the real leverage is upstream, in the processes that generate the claims in the first place.
AI Strategy
The AI hype cycle in healthcare is real — and most of it is noise. Here are the tools we've seen produce measurable results in live operations, and what makes them different from the ones that don't.
Project Delivery
Mid-market companies face a staffing paradox: the system rollout is too complex for internal project management but not large enough to justify a full-time senior PM hire. Fractional project management solves this — if you pick the right model.
Process improvement frameworks, project delivery lessons, AI adoption patterns, and change management tactics — all from live engagements, not theory.