VALERIE LUNDY · HEALTHCARE SUPPORT OPERATIONS
Cut call abandonment and pass audits without adding headcount.
I help healthcare patient-access and support teams fix the operation behind the phones. I took one clinical support org from 38% to 21.6% abandonment in 90 days and built another to 90% CSAT.
Is your healthcare support operation built to scale?
A 10-question diagnostic for Directors, VPs, and operators preparing for the next stage — funding round, audit, M&A, or board-ready CX roadmap.
- Score your operation across 5 critical dimensions
- Map your total to one of four operational tiers
- See the highest-leverage next move for your situation
Our Services
01.
CX Transformation Assessment
Comprehensive diagnostic of your CX ecosystem with a prioritized transformation roadmap.
02.
Fractional Director of Customer Support
Senior CX leadership on a flexible retainer — without the cost of a full-time hire.
03.
Contact Center Optimization
Data-driven redesign of your contact center operations, KPIs, and quality frameworks.
04.
Healthcare Technology Integration
Strategic advisory for implementing AI and CX technologies in healthcare environments.
05.
PE-Backed Portfolio Support
Rapid operational maturity for PE-backed healthcare companies from diligence through value creation.
06.
Voice of Customer Strategy
Structured VoC programs that turn patient feedback into actionable business intelligence.
How I Work
A 4-step method that turns CX strategy into measurable results, built from 20 years running support operations in medical devices, pharmacy technology, and home health.
Deep diagnostic of your CX operations, support metrics, and customer journey. We identify what is actually happening — not what people think is happening.
Pinpoint the highest-leverage opportunities and quantify the business impact. Every recommendation tied to measurable outcomes — escalation rates, AHT, CSAT, cost per contact.
Build a prioritized roadmap with clear success criteria, owners, and timelines. You get a board-ready plan, not a slide deck of generic best practices.
Hands-on execution with weekly progress reviews. From quick wins in week one to systemic transformation over a quarter — measured, documented, defended.
ABOUT VALERIE
I'm Valerie Lundy. I Fix Healthcare Support Operations.
Founder of Platinum Solutions Associates, LLC and former Director of Customer Support at ZOLL Itamar. With 20+ years of healthcare operations leadership, including more than a decade at McKesson Pharmacy Systems and six years as founder of Care Assist, Inc., I bring executive-level support operations strategy to organizations ready to scale.
Healthcare organizations deserve CX leadership that understands the complexity of regulated environments — and delivers results that move the business forward.
— Valerie Lundy, Founder & Principal Consultant