At CMHI – MEDICINA HOSPITALAR INTEGRADA, I coordinated hospital reception across several patient contact points and participated in strategic planning and cross-functional projects. I monitored service indicators and applied quality tools to help standardize processes and reduce failures.
At INSTITUTO HERMES PARDINI S/A – GRUPO FLEURY, I managed two premium diagnostic imaging units and led teams of approximately 90 employees. I worked directly on recovering the operation’s financial results, moving it from risk of unviability to a profitable, sustainable model.
I also helped establish the Patient Journey, structuring service flows, training teams, and tracking NPS. I used operational, financial, and quality indicators, management reports, and BI to support decisions, while overseeing certifications, regulatory compliance, and audits.
Earlier, at TECSA LABORATÓRIOS LTDA, I coordinated quality control in molecular biology, including ISO 17025 quality-system work and PCR processes. My background combines healthcare operations, customer experience, quality assurance, and diagnostic laboratory work.
