Practical thinking for better operations.

Ideas, frameworks and working principles for organizations building customer, business and healthcare operations.

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Operating model · 6 min read

Building an accountable outsourcing model before adding headcount

The roles, controls and communication rhythm that should exist before a team begins delivery.

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The roles, controls and communication rhythm that should exist before a team begins delivery.

A practical view of queues, exceptions and handoffs across a revenue-cycle operation.

How providers and operational partners can make responsibilities visible from outreach to completion.

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