Systems, Operations & Technology Lead 2015-2025
Built and scaled fully custom clinical, technical, and operational systems enabling a 10× increase in patient population without proportional increases in administrative burden.
Overview
Key Achievements & Contributions
- Helped scale the practice from ~500 to ~5,000 patients over ten years through systematic operational redesign.
- Supported growth to ~20 staff members, including integration of Orillia Midwives and a respirologist, by building scalable workflows and documentation.
- Designed and maintained entirely custom operational systems; no off-the-shelf processes were used.
- Created hundreds of step-by-step operational manuals, covering:
- Clinical and administrative workflows
- IT systems and VPN access
- Reporting and data extraction
- Office equipment and daily operations
- Manuals included annotated screenshots and video captures, written for non-technical staff with precise click-level instructions.
Automation & Technical Innovation
- Wrote custom Python scripts to automate high-volume administrative tasks, consistently reducing multi-step workflows to single-click actions.
- Automated reporting and printing workflows in Practice Solutions Suite, eliminating repetitive manual labour.
- Fully digitized paper-based clinical workflows, removing the need for printing, signing, scanning, filing, and destruction of documents.
- Continuously refactored systems as patient volume increased, preventing operational bottlenecks as workload scaled.
IT, Security & Workforce Enablement
- Managed secure IT infrastructure for both in-office and remote staff.
- Implemented and documented VPN access, permissions, and security protocols.
- Served as primary internal problem-solver for all technical issues, from infrastructure to day-to-day tools.
- Enabled non-technical clinical staff to work confidently with complex systems through training and documentation.
Branding, Marketing & Patient Experience
- Designed the KDMPC logo and brand identity.
- Created all marketing and patient-facing materials, including:
- Website
- Brochures and printed materials
- Waiting room digital displays
- Branded magnets and handouts
- Ensured consistent visual and informational experience across all patient touchpoints.
Philosophy & Role in Care Delivery
- Operated as an innovative partner in the circle of care, focused on ensuring patients experienced the most efficient path to health possible.
- Viewed systems, automation, and clarity as clinical enablers, not administrative overhead.
- Maintained and expanded operational capacity throughout the COVID-19 pandemic, during which workload increased rather than slowed.