Dr. Frank Dolphin
Chairman & Co-Founder
Dr. Frank Dolphin is Chairman of RelateCare and founder of RigneyDolphin, a leading Irish contact center organization and parent company of RelateCare. Frank is a Chartered Psychologist by profession and has worked as a clinical and consulting psychologist at the Children’s Hospital, Temple St. and St. Joseph’s Clonmel. He has lectured at Trinity College Dublin and Waterford Institute of Technology in Psychology and Consumer Behavior and is a former Chairman of the Irish National Health Service Executive (HSE). Frank received Ph.D. in Psychology from University College Dublin.
Conor O'Byrne MBA
Chief Executive Officer
Conor O’Byrne is CEO of RelateCare and former Director of Operations at RigneyDolphin. Conor was lead consultant in the development of Cleveland Clinic’s Access to Care model, which involved the centralization of all Cleveland’s patient contact operations under one roof. He has worked extensively with leading healthcare providers over the last 10 years in a diverse array of advisory and consultancy roles. Conor was involved in Enterprise Ireland’s Connected Health Steering Committee and is a former board member of the Center for Applied Research for Connected Health (ARCH). Conor has led RelateCare since its inception, from 5 employees in 2013 to almost 400 employees today. Conor has an MBA from Waterford Institute of Technology.
Jenny Schmidt MD
Chief Medical Officer
Dr. Jennifer Schmidt is Chief Medical Officer of RelateCare. She also serves as an Assistant Professor of Internal Medicine and the Section Chief of Ambulatory General Internal Medicine at Saint Louis University. Dr. Schmidt majored in biomedical engineering at Marquette University. While at Marquette, Dr. Schmidt completed two internships with GE Healthcare and received a green belt in Six Sigma. She completed her medical degree at Saint Louis University School of Medicine and her Internal Medicine residency at the Medical College of Wisconsin in Milwaukee, WI. Upon completion of the VA Chief Resident in Quality and Safety program she returned to Saint Louis University as faculty. She currently co-directs the Internal Medicine Residency Continuity Clinic experience. She holds leadership positions in the Society of General Internal Medicine and serves on the steering committee at GlobalStL. Her quality improvement work has been presented at the local, regional and national levels, including publication in the New England Journal of Medicine Catalyst.
Chief Financial Officer
An accomplished Chartered Accountant (FCA) with extensive senior management experience in Global and Domestic Organisations, and formerly in Accountancy Practice, David has held a variety of finance leadership roles over the last thirty years, including Finance Director of Europcar Mobility Group Ireland, and was CFO of Keywords Studios plc during it’s IPO on the AIM market of the London Stock Exchange and head of finance for the successful trade sale of Deecal International Limited to the First Data Corporation.
David trained in public practice, was admitted as a member of Chartered Accountants Ireland in 1995 and has been a Fellow of Chartered Accountants Ireland since 2005. He has a graduate diploma in the management and application of IT in accounting from Dublin City University.
Kathy Merlo MSN RN
U.S. Operations Director
Kathleen Merlo, MSN, RN is Director of U.S. Operations for RelateCare and is based in the Patient Contact Center in Cleveland, Ohio. Before joining RelateCare Kathy was the Chief Operating Officer at SLUCare, the academic medical practice at Saint Louis University (SLU), where she received the Woman of the Year Award in 2014. She was the University Compliance Officer at SLU for over a decade. Kathy’s extensive background also includes a clinical role as an oncology nurse practitioner. At RelateCare, Kathy is responsible for overseeing all aspects of operations for U.S. based services.
Kari Kontz RN BSN
Director of Nursing, Clinical and Wellness
Kari Kontz is Director of Nursing, Clinical and Wellness programs at RelateCare. At RelateCare, Kari specializes in the creation and implementation of Clinical Communication Programs such as; 24/7 Centralized Telephonic Nurse Triage services, Post Discharge Follow-Up, Clinical Quality Assurance Support Programs and Clinical Outreach programs. Kari has acted as a key advisor working with RelateCare’s partners to advise leadership on triage protocols, omnichannel utilization, call flow/scripting, escalation pathways, recruitment and training of suitable qualified personnel. Prior to joining RelateCare, Kari worked as a Registered Nurse at MedStar Washington hospital in DC and was awarded Nurse of the Year in 2010.
Marc Merriman CHAM
Director Professional Services
Marc has over nineteen years’ experience within the Contact Center industry in a variety of operational and managerial positions across several sectors including healthcare and utilities. Marc oversees all elements of RelateCare’s Professional Services division whereby he ensures the successful delivery of transformational programs of work across RelateCare’s spectrum of contact center centralization services and patient access optimization programs of work.
Marc has first-hand experience in designing and implementing call center support services solutions including the implementation of Quality Management and Workforce Management program as well as the delivering of best-in-class workforce development initiatives. Marc’s proven leadership qualities allow him to deliver results that focus on both quality and key performance benchmarks. Marc holds several Contact Center qualifications including COPC™ CSX and has completed study with NAHAM. Marc is currently undertaking study with the Technological University Dublin.
Director of Learning & Development
Brendan Magan has over twenty years’ experience deploying and optimization learning and development solutions across the globe within an array of service industries. Brendan’s background in educational design and leadership development allows him to focus on assisting healthcare organizations to reach their maximum potential through programs such as patient engagement and experience, employee engagement, and leadership development. Through his development work Brendan provides Healthcare networks with the tools, techniques, attitude and knowledge needed to succeed in their roles and impact patient experience in a positive manner. The modules focus on the soft skills such as Consumerism and Healthcare, Fundamentals of Customer Experience, The Service Chain, Customer Service Tools, Emotional Intelligence, Creating a Positive Impact, and Communicating at Work. Additionally, Brendan works with Healthcare leadership and management to ensure they are well equipped with the skills and knowledge necessary to drive performances and place the patient experience at the center of all their employees engagement. Modules include advanced communicating at work, engaging employees, change management and the fundamentals of development through coaching and feedback. Brendan has several qualifications from the Irish Institute for Training and Development (IITD) and to date, has supported several clients in establishing learning and development environments with their organizations.
Director of Client Solutions
As Director of Client Solutions, Rob works with our partners to ensure high-quality service delivery and that RelateCare’s programs are adding value to the healthcare organizations that we serve. Rob has a wealth of experience developing and delivering consultancy and outsourced programs to multiple RelateCare client partners. Rob has played a pivotal role in many of RelateCare’s professional service contact center optimization engagements and has acted as a leading advisor to health systems who are looking to strategically improve patient access. Prior to joining RelateCare, Rob was an award winning senior contact center manager in Rigneydolphin. During his eight years with Rigneydolphin he played a key role managing l programs of work blue-chip partners across several market sectors including telecommunications, utilities and healthcare.
Director of Operations
Kevin is Director of Operations with RelateCare with responsibility for the day to day running of our contact center solutions services. Kevin has also served as General Manager of rigneydolphin’s Offsite Staffing Solutions Service. With rigneydolphin, Kevin occupied a number of roles, including Operations Manager, and has over 15 years’ experience in contact center management working previously for AOL and TalkTalk. For the TalkTalk Group, Kevin was Quality and Performance Manager, responsible for driving improvements in customer satisfaction metrics, e.g. NPS and Agent Satisfaction. His particular expertise is in maximizing performance and improving customer service quality and outcomes. Kevin played a pivotal role in rolling out RelateCare’s Lean transformation and Yellow Belt program. Kevin has also completed a Masters of Business in Lean Practice at Waterford Institute of Technology.
Ian Gourlay MBS
Continuous Improvement and Workforce Utilization Director
Ian Gourlay is RelateCare’s Continuous Improvement and Workforce Utilization Director. Ian has thirty years extensive experience implementing process, project and change management program at several multinational organisations including ten years at Toyota GB. Over the past five years Ian has led RelateCare’s Lean Process Improvement Initiatives by applying lean thinking and methodologies to RelateCare Healthcare Contact Center and Patient Access Communication Solutions. Ian holds a master’s degree (MBS Hons.) in Lean Practice and HDip (Hons) degree in Business Management. He also holds a Lean Black Belt and Six Sigma Green Belt.
Director of Information Services
For over 12 years, Jordan served various sales and support roles for unified communications and contact center solutions as a Systems Engineer, Solutions Architect, and Technical Manager for leading technology manufacturers and vendors, such as Avaya. Within this timeframe, Jordan assisted various customers ranging in size from small businesses to global enterprises. In addition to deployment, Jordan developed and delivered training programs and user group presentations throughout the Americas, from Toronto to Buenos. Jordan’s role includes leading Technology consultancy engagements while also optimizing RelateCare’s own investment in the Avaya suite and it’s features.
Sladjana Vukovic MSM
Director of Revenue Cycle Management
Sladjana is RelateCare’s Director of Revenue Cycle Management, with over seven years of healthcare experience working in the area of Revenue Cycle Management. The first five years of her career were spent working for Cleveland Clinic in various Revenue Cycle functions, where she gained experience in Financial Counseling, Scheduling, Registration, Authorization, and Denials Management. Sladjana has obtained her Bachelors degree in Health Service Administration from Bryant & Stratton College and Masters in Science Management from Indiana Wesleyan University. Sladjana performs detailed, quantitative analysis providing clients insights addressing healthcare’s biggest challenges with a core focus on increasing revenue and reducing costs. During engagements she reviews organizations people, processes, and technology across every aspect of the project life-cycle.
Director of Business Development
Valerie O’Brien is Director of Business Development with RelateCare and is responsible for connecting RelateCare’s suite of value-adding contact center consulting and outsourcing solutions with healthcare organizations across the globe. Valerie achieved a first-class honors degree in International Business from the Waterford Institute of Technology and was awarded the prestigious WIT School of Business Student of the Year accolade in 2015. Valerie is currently pursuing a Master’s in Business Administration (global) in Entrepreneurship and Global Consultancy practices from the University of Aberdeen and has also completed study with the National Association of Healthcare Access Management.
Dana Cameron is a Senior Consultant for RelateCare. Prior to joining the company, Dana worked at the Cleveland Clinic for 35 years as Lead Systems Analyst, instrumental in the design and implementation of Electronic Scheduling Protocols. Currently, Dana is Lead Designer for RelateCare where she leads complex change management projects centered around coordination of care models with emphasis on patient access. Dana’s areas of expertise encompass optimizing patient access pathways, process mapping and designing future state, streamlining scheduling practices and data analysis. She holds various Epic certifications.
Dr. Robert Grant
Research and Content Strategist
Dr. Robert Grant is a Research and Marketing Analyst with RelateCare. His focus is on the creation of high-quality content and publications that support the mission of RelateCare; increasing patient access and improving patient engagement. Rob completed his Ph.D. in Philosophy and Linguistics at Trinity College Dublin where he remains a tutor part-time and has been working within the Connected Health space for the past 4 years. Rob has had articles published in the NAHAM Journal, The Global Center for Health Innovation, The Irish Times, The Phoenix, The Journal.ie and The Irish Medical News.
Adrienne Dolphin is co-founder and member of the advisory board for RelateCare.
Adrienne has over twenty years contact center experience. She has had direct responsibility for many contact center roles including operations management, systems administration and network administration. Adrienne has B.SC in Computer Science and H. Diploma in Education from UCD. Prior to establishing rigneydolphin, Adrienne designed, developed and lectured in Commercial Computing, Industrial Computing and Systems / Applications in Waterford Institute of Technology.
Dr. Steven Landers, MD, MPH
President & CEO, VNA Health Group
Dr. Landers is the President and CEO of the Visiting Nurse Association Health Group, Inc., the nation’s second largest not-for- profit home health care organization. As a certified family doctor and geriatrician, Dr. Landers places a strong emphasis on house calls to the vulnerable elderly and has a specialized interest in geriatric medicine, home health, hospice and palliative care.
Dr. Landers is a graduate of the Case Western Reserve University School of Medicine and the Johns Hopkins University School of Hygiene and Public Health. Dr. Landers has authored several articles on the role of home care in national publications, including the New England Journal of Medicine and the Journal of the American Medicine. Dr. Landers most recently joined the Huffington Post as a regular blogger focusing on health policy, family caregivers, and nurses and finding ways to improve quality and value in American health care.
Before joining VNA Health Group, Dr. Landers served as the Director of the Center for Home Care and Community Rehabilitation and Director of Post-Acute Operations for the world-renowned Cleveland Clinic. In 2014, Dr. Landers received the NJBiz 40 Under 40 Award, a recognition of New Jersey’s most accomplished young businessmen and women.
Linda A. Moulton
CEO Executive & International Health, Lahey Hospital & Medical Center
Linda’s senior executive experience includes both domestic and international finance and business development. Before joining Lahey Health, Linda was CEO of TRU Technologies, Inc., a Massachusetts-based privately-held technology company. Prior to that, Linda owned a strategic advisory firm, Goddard Advisory, which assisted small- and middle-market businesses with complex transactions such as mergers, divestitures and joint ventures. Linda also served as the senior financial officer of SLI, Inc., a publicly traded $900 million manufacturing company. Additionally, Linda has held senior management positions in international and domestic banking in New York and Boston. Linda is currently an active Board member with many Massachusetts based organisations such as the Asian-American Civic Association (AACA), Massachusetts and the Martin Richard Institute for Social Justice, Massachusetts among others.
Linda was previously Vice Chair of the Board of Trustees for Lahey Health and Chair of the Investment Committee and Lahey Health Board of Trustees Committees.
Linda holds a Bachelor of Science Degree in Psychology from Brown University and a Master’s Degree in International Affairs/Middle East Economics from Columbia University School of International & Public Affairs
Dr Sean Mc Brinn
Medical Director / Family Physician at Waterford Medical Centre
Dr Sean Mc Brinn is currently Medical Director / Family Physician at Waterford Medical Centre, Ireland. The Family Practice provides Primary Healthcare to over 5000 patients in Waterford. The practice also provides Healthcare to over 8000 students at Waterford Institute of Technology (WIT). Dr. McBrinn has worked at this Family Practice since 2001, became a partner in 2004 and commenced his current role in 2009.
He qualified with BA Mod (Biochemistry) Honours Degree from Trinity College Dublin (TCD) 1989 where he subsequently received his PhD Clinical Medicine in 1994 with a thesis titled: ‘Cholesterol Metabolism in Type 2 Diabetes’. Further qualifications include: MB Bch BAO LRCSI Royal College of Surgeons in Ireland (RCSI) 1998, DCH (Diploma in Child Health) Royal College of Physicians Ireland (RCPI) 2001, MICGP (Membership Irish College of General Practitioners) 2003, LFOM (Licentiate Faculty Occupational Medicine, RCPI) 2008.
Sean is actively involved in local sport and business community, serving as physician to organisations such as Waterpark Rugby Football Club and Roanmore Hurling (GAA) Club. He is also Member of the Executive Management Board University Hospital Waterford 2016 to present and Occupational Physician to Waterford Institute of Technology.
Mary Curran MSOD
Senior Director, Special Programs & Office of Design, Executive Administration,Cleveland Clinic
Mary Curran is currently Senior Director for Special Programs for Executive Administration at the Cleveland Clinic and works closely with the Chief Executive, Dr. Toby Cosgrove. [/one_third]
Mary has been an organizational development consultant for 24 years, with a Master’s degree from Case Western Reserve in Organizational Development and Analysis and a Bachelor’s of Science degree in marketing from Miami University.
Prior to her career at Cleveland Clinic, Mary was a Manager in the Health Care Performance Improvement practice at Ernst & Young. She has also provided organizational consulting to the Central Intelligence Agency, Boeing International, Head/Penn Tennis Corporation, and the American Red Cross.
Under Mary’s direction a new Cleveland Clinic Center for Functional Medicine was created in 2014 to address the root cause of illness and bend the cost curve of healthcare. Mary was instrumental in the original development of RelateCare, and acted as co-managing director. She created and manages the Cleveland Clinic Post Discharge Follow up Program, and led the activation of a new 400 bed, one million square foot Heart & Vascular expansion. She overseas for the newly formed Office of Design, the Arts & Medicine Institute, and Center for Clinical Genomics.
Vice President & Chief Revenue Cycle Officer at Cedars Sinai.
Bret Kelsey is a seasoned revenue cycle leader with nearly 30 years of experience. Bret has been a constant and persistent driver of change and has successfully lead organizations to best practice adoption within revenue cycle operations. Bret is a proven leader who consistently delivers superior service while driving toward standards and organizational objectives. Bret is a thought leader who has served at all levels within various organizations. Bret strives to drive efficient operations while achieving outstanding customer service and best-in-practice results. Unafraid to challenge the status quo yet respectful of individual corporate culture, Bret brings a wealth of experience in both operations and in strategic thinking/planning.
Mary Quinn Griffin, PhD, MEd, MSN, RN, CNE, FAAN, ANEF
Professor at the Frances Payne Bolton School of Nursing at Case Western Reserve University
Mary Quinn Griffin is a Professor at the Frances Payne Bolton School of Nursing at Case Western Reserve University, and Assistant Provost for Outcome Assessment and Accreditation. A Fellow of the American Academy of Nursing, she is also a Fellow of the National League for Nursing’s Academy of Nursing Education. Her research and specialization areas include leadership, global nursing, and education. Her work in global nursing includes collaborating with nurse educators and researchers in China, Hong Kong, Abu Dhabi, and Ireland. She has taught and presented her work in many different countries. She has authored and co-authored numerous book chapters and articles on leadership, nursing practice and education as well as genomics. In 2011 she received the American Journal of Nursing Book of the Year Award in the Nurse Education Category.
She is a member of many professional organizations and has participated at a leadership level in them. She was named to the 2016 Irish Education 100, a recognition for accomplished leaders in America with Irish heritage committed to excellence in education in the United States.
Dr. Quinn Griffin is a Peer Reviewer with The Higher Learning Commission since 2015. The HLC accredits degree-granting post-secondary educational institutions in the North Central region made up of 19 US states. She is the program evaluator for the Partners in Health Program – Lead Testing in the Cleveland Schools, funded by the Prentiss Foundation.
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