About
I'm Valerie Lundy. I Fix Healthcare Support Operations.
Valerie Lundy is the Founder and Principal Consultant of Platinum Solutions Associates, LLC. With more than 20 years of healthcare operations leadership, she helps healthcare patient-access and support teams cut call abandonment, raise CSAT, and pass audits without adding headcount.
Valerie was Director of Customer Support at ZOLL Itamar and spent more than a decade at McKesson Pharmacy Systems, where she led IVR and Salesforce implementations and built high-performing support organizations from the ground up. She also founded and ran Care Assist, Inc., a Medicare and Medicaid certified home healthcare company in Metro Atlanta. She holds graduate and undergraduate degrees in Information Technology.
"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
Credentials & Background
Director of Customer Support
ZOLL Itamar
Healthcare Operations Leadership
McKesson Pharmacy Systems
Founder
Care Assist, Inc. (2006 to 2012)
Graduate Degree
Information Technology
Undergraduate Degree
Information Technology
Follow Valerie’s work in healthcare CX strategy and connect for fractional engagements.
My Areas of Expertise
01.
CX Transformation
End-to-end customer experience strategy — from operational diagnostic to roadmap execution — built specifically for healthcare and life sciences organizations.
02.
Contact Center Optimization
Workforce planning, QA framework rebuilds, and operational redesigns that reduce cost-per-contact while improving CSAT and compliance posture.
03.
Fractional Leadership
Senior CX and customer support leadership delivered on a flexible retainer — executive-level strategy without the full-time hire.
04.
Healthcare Technology
AI and CX technology evaluation, implementation, and adoption — with deep awareness of regulatory and compliance considerations unique to healthcare.
05.
PE Portfolio Support
Pre-close diligence, 100-day stabilization, and value-creation playbooks tailored to PE-backed healthcare portfolio companies.
06.
Voice of Customer
Structured VoC programs that turn patient and caregiver feedback into actionable business intelligence — with executive dashboards tied to outcomes.
07.
Team Development & Training
Frontline and leadership development programs that elevate support team performance — coaching, certification frameworks, and career path design.
08.
Strategic Planning
Long-range CX operational planning aligned to commercial growth — from quarterly OKRs to multi-year transformation roadmaps.