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Our Leaders

Our leaders have a deep understanding of healthcare systems, having worked in contact center management and/or within large healthcare organizations.  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 organizations.

Making a difference every day: Our leadership team works tirelessly to enhance patient care and deliver exceptional results.

Conor O'Byrne MBA

Conor O’Byrne serves as CEO of RelateCare, leading the company since its inception and bringing over 20 years of experience working with leading healthcare providers. His strategic vision and deep understanding of healthcare operations have been instrumental in establishing RelateCare as a trusted partner in healthcare communications.

His significant industry influence includes involvement in Enterprise Ireland’s Connected Health Steering Committee and serving as a board member of the Center for Applied Research for Connected Health (ARCH). A milestone in his career was leading the consultant team that centralized Cleveland Clinic’s Access to Care function, setting new standards for healthcare access.

Drawing on his Executive MBA and healthcare expertise, Conor continues to drive RelateCare’s growth and innovation. Under his leadership, the company has expanded from its Irish roots to become a global organization serving major healthcare systems across multiple continents.

Tim O'Byrne ACA

Tim O’Byrne serves as RelateCare’s Chief Financial Officer (CFO), a position he has held since 2022. His responsibilities span finance, business intelligence, compliance, and continuous improvement, where he guides the company’s financial strategy and operational performance. His career foundation was built at PwC Ireland, developing expertise in financial analysis and taxation.

 

During his time at Glanbia plc in a group finance role, Tim gained valuable insights into commercial operations and business management. His expertise extends beyond traditional financial oversight to broader business objectives. Tim holds undergraduate and postgraduate qualifications from the South East Technological University of Ireland.

 

In his current role, Tim drives optimization projects across RelateCare, focusing on efficiency and compliance. He plays a key part in strategic management and executive decision-making, with his initiatives being vital to RelateCare’s growth in the healthcare communications sector.

Eibhlín Payne MA

Eibhlín Payne brings an extensive international education to RelateCare, holding an MA from Trinity College Dublin and completing executive development programs at Essec University Paris, China-Europe International Business School Shanghai, and USC Marshall School of Business Los Angeles.

With experience across Healthcare, Entertainment, Telecoms, Automotive, and Hospitality sectors, Eibhlín specializes in Global Operations Best Practice and Service Delivery. Her expertise encompasses Contact Center Management and Organizational Transformation, where she has consistently delivered innovative solutions for complex operational challenges.

Having lived and worked in the UK, Ireland, and the USA, Eibhlín has led workforces across multiple continents. She has been instrumental in transforming traditional operations into integrated, multi-channel customer experience strategies, drawing on her global experience to drive organizational success.

Dana Cameron

Dana Cameron brings over 35 years of healthcare experience to her role as Senior Access Optimization Consultant at RelateCare. Her career foundation was established at Cleveland Clinic, where she served as Lead Systems Analyst and played an instrumental role in designing and implementing Electronic Scheduling Protocols.

 

In her current position, Dana leads complex change management projects focused on coordinating care models with an emphasis on patient access. Her expertise encompasses optimizing patient access pathways, process mapping, and designing future state workflows that enhance healthcare delivery efficiency.

 

Drawing on her extensive background and various Epic certifications, Dana specializes in streamlining scheduling practices and conducting detailed data analysis. Her comprehensive understanding of healthcare systems and patient access enables her to develop innovative solutions that improve operational efficiency and patient experience.

Valerie O'Brien MBA

Valerie O’Brien is the Director of Business Development at RelateCare, she is responsible for driving new customer acquisition and ensuring partner satisfaction. Valerie joined RelateCare in 2015 and has played a role in the organization expansion across the US and Republic of Ireland markets. Her efforts have supported initiatives related to patient access transformation and smartsourcing, aimed at enhancing the patient experience.

 

Valerie holds a first-class honors bachelor’s degree in International Business from Waterford Institute of Technology, where she was named School of Business Student of the Year. She also earned an MBA with distinction in Entrepreneurship and Global Consultancy Practice from the University of Aberdeen, with her research focusing on perceptions and motivations behind smartsourcing administrative services in the healthcare sector.

 

Valerie has also furthered her expertise through study with the National Association of Healthcare Access Management and has contributed to their strategic project committee.

Kari Kontz RN BSN

Kari is a highly accomplished professional and Director of Nursing, Clinical & Wellness at RelateCare. Unwavering dedication to excellence, Kari specializes in designing and implementing cutting-edge Clinical Programs that significantly enhance patient care and satisfaction.

 

Kari’s expertise lies in the development and execution of comprehensive Clinical Programs: 24/7 Nurse Triage, Post Discharge, Clinical Quality Assurance, and Ambulatory/Clinical Outreach programs. Kari has played a pivotal role in advising RelateCare’s esteemed partners on critical aspects such as triage protocols, omnichannel utilization, call flow and scripting, escalation pathways.

 

Prior to joining RelateCare, Kari distinguished herself as a Registered Nurse at MedStar Georgetown University Hospital in DC. She was recognized and awarded Nurse of the Year in 2010. Kari brings great visionary leadership, exceptional attention to detail, and unwavering dedication to optimizing patient outcomes.

Mary May

Mary brings over a decade of experience in Quality, Training, and Contact Center management to RelateCare, where she has worked since the company’s inception. As leader of RelateCare’s Quality Assurance division, she has been instrumental in establishing and maintaining exceptional service standards across the organization.

Specializing in the design and optimization of partner-specific Quality Programs, Mary has developed extensive expertise in creating Industry Best Practice Quality Assurance Scorecards. Her approach focuses on developing comprehensive Quality Control Error Criteria that ensure both accuracy and an outstanding patient experience.

Her professional credentials include membership in the National Association of Healthcare Access Management (NAHAM) and certification as a COPC Inc. Professional Manager. 

These qualifications, combined with her years of hands-on experience, enable Mary to drive continuous improvement in quality standards while maintaining focus on patient-centered service delivery.

Veronica Soultz R.T.(R)(ARRT), MBA

Veronica Soultz serves as the Director of US Contact Center Operations at RelateCare, bringing a deep passion for patient care and extensive experience in healthcare operations. With a background spanning call center management and direct patient care, she has developed comprehensive expertise in delivering exceptional patient experiences.


Prior to RelateCare, Veronica managed a specialty pharmacy call center for Accredo, a division of Cigna, where she honed her skills in healthcare communications and operational leadership. Her experience includes working as a Radiologic Technologist at AtlantiCare, providing her with valuable firsthand experience in clinical care delivery.


Veronica’s commitment to healthcare extends beyond her professional roles, including service as a volunteer EMT first responder in New Jersey. This diverse background in both clinical and operational settings enables her to optimize contact center operations while maintaining a strong focus on patient-centered care and service excellence.

Marc Merriman

Marc brings over 20 years of experience to his role as Key Account Manager at RelateCare, with a career spanning various aspects of the contact center industry. His journey began with an operational focus before transitioning to a consultative capacity within RelateCare, where he eventually led the Consultancy department.
 
In his current role, Marc focuses on Account Management and Business Development, leveraging his industry knowledge to manage client relationships. He works collaboratively across RelateCare departments to ensure his the highest level of satisfaction among our partnerships, aligning operational delivery with client expectations.
 
Marc’s professional development includes a Diploma in International Business Selling from Technological University Dublin, complemented by certifications from the North American Healthcare Access Management (NAHAM) and COPC. These qualifications enhance his ability to address the complex needs of healthcare clients while maintaining RelateCare’s standards of service excellence.

Valerie O’Keeffe MBS

Valerie O’Keeffe is an esteemed member of RelateCare with over 15 years of experience in the contact center industry, Valerie has honed her expertise in leading and managing teams within the Business Process Outsourcing (BPO) sector. Her comprehensive knowledge of contact center operations allows her to drive operational excellence and deliver exceptional customer experiences.

Valerie’s academic achievements further contribute to her professional expertise. Holding a Masters in Lean Enterprise Excellence and a Lean Six Sigma Master Black Belt certification, she brings a deep understanding of process improvement methodologies to her role. This enables her to identify areas for optimization, streamline workflows, and enhance overall operational efficiency.

 

Prior to joining RelateCare, Valerie also worked in research and analytics, enriching her skill set and strategic mindset. Valerie’s leadership and expertise significantly contribute to the success of the overall operations department.

Dean Kavanagh ACA

Dean Kavanagh is Group Financial Controller at RelateCare, a role he has held since early 2025. He leads finance, business intelligence, and FP&A, helping drive financial performance and strategic decision-making. Previously, Dean was FP&A Manager at RelateCare, where he built forecasting models, supported planning, and improved data-driven insights across the business.
 
A Chartered Accountant (ACA), Dean began his career at PwC Ireland, spending 3.5 years in audit, reporting, and advisory across a broad client portfolio. This experience gave him strong technical foundations and deep knowledge of financial governance and compliance. His expertise includes aligning financial strategy with operations and delivering actionable insights through business intelligence.
 
Dean works closely with senior leadership to support growth, enhance governance, and scale BI capabilities. His deep understanding of financial operations and strategy helps RelateCare navigate complexity while maintaining strong performance.

Kevin Kehoe

Kevin Kehoe serves as Head of Business Operations at RelateCare, bringing expertise in operational management. Since joining RelateCare/RigneyDolphin in 2010, he has excelled in various leadership roles, following a decade at AOL Broadband/Talk Talk. He holds a Master of Business in Lean Practice with First Class Honors.
 
Since 2014, Kevin has managed critical public sector accounts including HSE PCRS, HSE Live, and DCEDIY Mother and Baby Projects. His leadership was notable during the Covid-19 helpline implementation and the Mother and Baby Redress Scheme.
 
As a practitioner of ‘lean’ thinking, Kevin championed yellow belt training, enhancing efficiency across operations. His understanding of framework tendering and public sector operations has forged excellent client relationships. His commitment to accuracy in sensitive areas has strengthened RelateCare’s position as a trusted partner. Kevin remains dedicated to representing client needs while driving improvement.

John Sweeney

John brings over ten years of expertise to his role as Director of Cyber Security & Compliance at RelateCare, with experience in quality management, change management, and compliance in the contact center industry. Throughout his career, he has been instrumental in achieving ISO accreditations for every organization he has served.
 
With RelateCare’s presence across Ireland and the United States, John ensures the company maintains adherence to current legislation, with focus on GDPR compliance and ISO certifications. His approach to security supports RelateCare’s partnerships with healthcare systems and enables the secure handling of sensitive information.
 
John drives compliance awareness throughout the organization, engaging stakeholders through education and implementation. His leadership has embedded ISO standards into daily operations, making compliance an integral part of the company culture. This approach supports RelateCare’s reputation for excellence in healthcare communications across its global operations.
 

Glenn Griffin

Glenn brings over 15 years of IT expertise to his role as Director of Information Services at RelateCare. Beginning his career as an IT Helpdesk Analyst with Rigneydolphin/RelateCare, he progressed through positions including IT Helpdesk Manager and IT Infrastructure Manager, developing skills in technology management at every level.
 
His professional journey expanded when he managed the global internal IT Service Desk for SunLife and served as Head of IT for TQS Integration (acquired by Cognizant). These experiences provided Glenn with valuable insights into enterprise-level IT operations before his return to RelateCare in his current leadership position.
 
Throughout his career, Glenn has demonstrated an ability to deliver results while maintaining a commitment to leveraging technology for business advancement. He now leads RelateCare’s IT team with a focus on operational excellence. His understanding of IT infrastructure positions him to guide technology initiatives that support RelateCare’s continued growth.

Ted Garek RN BSN

Ted has developed an extensive clinical team of Nurse Leads and registered nurses who provide telephonic triage services, occupational health and nursing outreach to all healthcare and hospital system partners of RelateCare.
 
He is directly responsible for maintaining standards of clinical performance as well as defined metrics to successfully meet client and patient needs. Ted brings an outstanding portfolio of clinical experience and expertise to RelateCare. Before joining RelateCare, Ted worked in critical care and emergency nursing settings. He held multiple leadership positions including Manager of Heart and Vascular Services, Manager of Emergency Services and Director of Emergency, Trauma, and EMS Services.
 
Ted has worked extensively with The Joint Commission, American College of Surgeons, American Osteopathic Association as well as participating in the acquisition and maintenance of Magnet designations. Ted has been personally recognized for his collaborative work with the Mental Health population and emergency/EMS services.

Linda Flynn

Linda is a seasoned professional in the telecommunications and customer services outsourcing industry with 15+ years of experience within the Contact Center Environment and Management Training. Her extensive expertise spans across various sectors and industries, including Banking, IT, Retail, Insurance, Healthcare, and Government.

Linda’s exceptional ability to cultivate and nurture high-profile client relationships and networks has been instrumental in driving growth and ensuring client satisfaction throughout her career. Her deep understanding of diverse industries allows her to tailor solutions that meet the unique needs and challenges of each sector.

Linda also brings a wealth of experience from the Hospitality industry, having worked in Ireland and the Channel Islands. This diverse background enhances her perspective and enables her to leverage creative thinking to deliver exceptional customer experiences. Linda’s commitment to excellence is reflected in her focus on delivering best practices and award-winning customer experiences. She combines her extensive knowledge and innovative approach to develop strategies that elevate customer service and drive business success.