A decade in EMS and healthcare operations, from field crew to Operations Supervisor to Program Manager. I help organizations see what their incident records have been trying to tell them, then decide where to work first.
I spent nearly a decade at Royal Ambulance in Santa Clara County, working my way from EMT to Field Training Officer to Operations Supervisor. I led formal improvement projects using Lean and DMAIC, built KPI dashboards, rewrote SOPs, redesigned training, and cut the fleet accident rate by about 30% in the first year. The important part was how: 69.8% of the 53 investigations with recorded driver tenure involved drivers in their first six months, and 73 of 84 ambulance accident reports had been categorized as insufficient training.
Most recently I served as Program Manager for 24 Hour Home Care's Concord, CA location — overseeing day-to-day operations, caregiver staffing, client relationships, and branch performance.
I work with EMS organizations, home care agencies, and healthcare operations teams who need someone who's actually done the job — not just consulted on it from the outside.
43 pages covering incident investigation, provider development, hard conversations, metrics, and leadership — the methodology behind the case studies above, documented for working supervisors. Free with your email on Gumroad, or read it online at the Ops Knowledge Garden.