Our leaders have a deep understanding of healthcare systems, having worked in contact centre management and/or within large healthcare organisation. They bring passion, knowledge, and healthcare expertise to every project. Our leaders roll up their sleeves, operating as a strategic partner to our clients, so that together we can deliver extraordinary things for patients and healthcare oganizations.
Why do they do it? Our leaders are passionate about health equity and improving patient outcomes.
Leading Relate Care since it’s inception, CEO Conor O’Byrne has over 20 years experience of working with leading healthcare providers in strategic and advisory roles. He was involved in Enterprise Irelands Connected Health Steering Committee and is a former board member of the Center for Applied Research for Connected Health (ARCH). Conor was the lead consultant on the centralisation of Cleveland Clinic’s Access to Care function. He holds an Executive MBA.
Tim joined RelateCare in February 2020. As CFO, Tim oversees the finance, continuous improvement and business intelligence functions within the Group. Prior to joining RelateCare, he held various positions with PwC Ireland and Glanbia plc. Tim is a qualified account (ACA) and holds both an under and postgraduate qualification from the South East Technological University (SETU) of Ireland.
Eibhlin Payne is an alumnus of Trinity College Dublin. She has lived & worked in Ireland, the UK and the USA and worked across multiple industries including Healthcare, Entertainment/Gaming, Telecoms, Automotive & Hospitality/Retail. Her expertise is in Global Operations Best Practice, Service Delivery & Support, Contact Centre, International Leadership, Organizational Transformation & Change Management. She has led large scale workforces in the USA, Europe and Asia, and has a background in reinventing traditional operations into fully integrated, multi-channel customer experience strategies
Results-focused, innovative, articulate Healthcare Contact Center business leader with expertise in introducing programs that deliver exceptional patient experience through performance improving workflows and supported with robust quality assurance. With 25+ years’ senior operations and service delivery management experience centered around Healthcare Contact Centers, Outsourced Solutions, and Telecoms industries. Rob and his team deliver complex projects for Consolidation, Onboarding, and Access Improvement. He is skilled in collaborating with all levels of organizations to achieve business and financial objectives.
Dana Cameron, Senior Access Optimization Consultant: Prior to joining the company, Dana worked at Cleveland Clinic for over 35 years as Lead Systems Analyst, instrumental in design and implementation of Electronic Scheduling Protocols. Currently, Dana 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.
Chad MacLennan, MHA-Operations Consultant. Chad works to identify areas of opportunity within current operations, workflows and processes. Chad’s areas of expertise include developing clear roles & responsibilities, standardizing work and developing metrics for patient, colleague, and provider retention, engagement and satisfaction. With 15+ years of experience, serving in senior leadership roles he focuses on the implementation of industry leading best practices to improve colleagues work/life balance while creating the ideal patient experience.
Valerie O’ Brien is RelateCare’s Director of Business Development and is responsible for new partner growth, account optimization, and partner satisfaction across key markets. An alumnus of Waterford Institute of Technology and the University of Aberdeen, Valerie achieved a first-class bachelor honors degree in International Business and was awarded School of Business Student of the Year in 2015. Additionally, Valerie received a distinction grade in her Master’s in Business Administration (MBA global) in Entrepreneurship and Global Consultancy practice.
Kari Kontz is Director of Nursing, Clinical and Wellness programs 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.
Kathleen Merlo, MSN, RN, Director of U.S. Operations 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, 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 oversees all aspects of operations for U.S. based services.
Paul joined RelateCare in August 2021 as Group HR Director. Paul has over 20 years global HR leadership experience across multiple industries driving a people focused talent agenda. Prior to RelateCare Paul worked in Healthcare for 6 years in HR leadership with UnitedHealth Group, and has 16 years BPO experience with HCL and Stream. Paul is a Chartered Occupational Psychologist and Chartered Fellow of CIPD.
Mary has over a decade of experience in Quality, Training and Contact Center Management. Mary has worked with RelateCare since its inception, leading RelateCare’s Quality Assurance division. Mary designs and optimizes partner-specific Quality Programs and is an expert in the development of Industry Best Practice Quality Scorecards with a focus on exceptional patient experience. Mary is a Member of the National Association of Healthcare Access Management (NAHAM).
Jordan Reinhardt serves as the Group Information Services Director, overseeing technology support and innovation. With over 15 years in Information Technology and Contact Centre design, Jordan has helped to transform various corporations across the world and in multiple industries through optimization of existing and new technology solutions while bridging communications between technical, non-technical, and executive business units. As a former trainer, systems engineer and solutions architect, Jordan brings a unique perspective to the healthcare sector through patient-driven digital transformation and process automation in a comprehensive manner to achieve success.
Linda has over 15 years’ experience in Contact Centre and Training Management in both the Telecommunications and Customer Services Outsourcing industry. She has vast experience in growing and maintaining high profile client relationships and networks, across multiple sectors and industries, including Banking, IT, Retail, Insurance, Healthcare and Government sectors. She also has many years experience working in the Hospitality industry in both Ireland and the Channel Islands. She brings with her creative thinking and award winning customer experience knowledge with a strong focus on delivery of best practice.
Valerie O’Keeffe is RelateCare’s Waterford Contact Center Manager and one of the longest serving employees of the organization. She has over 15 years’ experience in the contact centre industry primarily leading and managing teams within the BPO sector. Valerie has an undergraduate Bachelor’s degree in Science, a Masters in Lean Enterprise Excellence and has a Lean Six Sigma Master Black Belt. She has previously worked in research and analytics and brings this experience into her day-to-day role within the organization.
Veronica Soultz, Director of US Contact Center Operations based in Cleveland, Ohio is passionate about the patient. She brings an extensive background in call center operations, healthcare and direct patient contact to the team. Directly before coming to RelateCare, she managed a specialty pharmacy call center for Accredo, a division of Cigna. Prior to Cigna, Veronica worked as a Radiologic Technologist for AtlantiCare and volunteered as an EMT first responder in New Jersey.