Healthcare Ops Wave

Landing CEO as Her First Full-Time Job: Graciela Soto of Altura Health

Graciela Soto Perez, CEO of Altura Centers for Health, joins Third Way Health CEO Frederik Mueller to share her 22-year journey leading one of California’s largest FQHCs. From starting as a candy striper to scaling Altura, and from one clinic to nine locations and three mobile units, Graciela reflects on leadership, technology, vendor relationships, and keeping mission-driven care at the center. ⏱️ TIMESTAMPS(00:00) Intro(00:32) Meet Graciela Soto Perez, CEO of Altura Centers for Health(01:23) Altura Centers for Health: An Overview(05:49) Graciela's Personal Journey in Healthcare(18:35) Technological Advancements in Healthcare Operations(23:21) Handling Employee Workload and Referrals(24:26) Centralizing Calls and Referrals(26:23) Managing a Growing Organization(28:12) Communication Strategies in a Large Organization(30:19) In-House vs. Outsourcing Decisions(33:58) Trust and Vendor Relationships(39:48) Success Stories and Future Goals(45:33) Advocacy and Legislative Challenges(48:27) Final Thoughts and Closing Remarks 🔔 Subscribe to Healthcare Ops Wave for more stories on the people shaping healthcare operations! 🌐 Learn more about Altura Health and Graciela Soto: https://altura.org/ https://www.linkedin.com/in/graciela-soto-10bb3428/ 🤝 Partnerships: healthcareopswave@thirdway.health 🎙️ About Healthcare Ops Wave: Healthcare Ops Wave (HOW) dives into the people behind healthcare operations — exploring growth, strategy, and the systems that keep care moving.

From 1 to 51: How Tribeca Pediatrics Scaled Smart

Leslie Pennypacker, Executive Director of Tribeca Pediatrics, joins Third Way Health CEO Frederik Mueller to share how she helped grow the practice from a single neighborhood office to 51 locations across NYC, her unconventional path from bartending to healthcare, and how smart design, standardized systems, and scrappy team-building fueled Tribeca’s thoughtful scale - without losing its personal touch. They dive into growing pains, team structure, vendor relationships, and how to maintain quality and trust at scale.TIMESTAMPS:(00:00 [https://www.youtube.com/watch?v=pxA9U9NpPDc]) Intro: Welcome to the Healthcare Ops Wave(00:20 [https://www.youtube.com/watch?v=pxA9U9NpPDc&t=20s]) Bartender to Healthcare Boss(04:02 [https://www.youtube.com/watch?v=pxA9U9NpPDc&t=242s]) Scaling from One to 51(06:50 [https://www.youtube.com/watch?v=pxA9U9NpPDc&t=410s]) Call Centers, Shelves & Systems(11:28 [https://www.youtube.com/watch?v=pxA9U9NpPDc&t=688s]) Growing Pains(18:33 [https://www.youtube.com/watch?v=pxA9U9NpPDc&t=1113s]) Running 51 Clinics Smoothly(22:01 [https://www.youtube.com/watch?v=pxA9U9NpPDc&t=1321s]) Daily Ops in Action(22:59 [https://www.youtube.com/watch?v=pxA9U9NpPDc&t=1379s]) Letting Go (Sort Of)(24:16 [https://www.youtube.com/watch?v=pxA9U9NpPDc&t=1456s]) Growth Phases & Data Wins(26:16 [https://www.youtube.com/watch?v=pxA9U9NpPDc&t=1576s]) Data Is the Backbone(29:50 [https://www.youtube.com/watch?v=pxA9U9NpPDc&t=1790s]) Outsourcing: Hits and Misses(38:28 [https://www.youtube.com/watch?v=pxA9U9NpPDc&t=2308s]) Rapid Fire Round(38:45 [https://www.youtube.com/watch?v=pxA9U9NpPDc&t=2325s]) Rethinking Mental Health Care(43:33 [https://www.youtube.com/watch?v=pxA9U9NpPDc&t=2613s]) A Peek Into Leslie’s Week(45:16 [https://www.youtube.com/watch?v=pxA9U9NpPDc&t=2716s]) Wrap-Up and Reflections 🔔 Subscribe to Healthcare Ops Wave for more episodes on the people driving healthcare operations forward!🌐 Learn more about Auxira Health and Inna:Website: https://www.tribecapediatrics.com/ [https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbmhSeUhnM19wYXVUMXEwMmFjaGVYWW00YXp0d3xBQ3Jtc0ttZU55LXM1VlNDWUo2bHJZbGhVX2tTSUljeldFS296Q2s1OWhwT2lqZ1laa0ZOeFkxdjdPdE5tSExKY3prVHdGUEtmclVEYmNkdnZtdURQNHozYW5CaGt5WUJMZDdRU3FwTk5ad080RkJqMGFGWFJUVQ&q=https%3A%2F%2Fwww.tribecapediatrics.com%2F&v=pxA9U9NpPDc]Auxira Health:  / tribeca-pediatrics   [https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbGtGUy1hTUhpN3dzakF1cVJfSnB4YWtjSnJVQXxBQ3Jtc0trdzNWbnRxMmVlRFdaMWV3dkZJSVFBVExWaE9NZUd6NG92b3E0WktVVThyM0p4cG1UckdWRlJ5OHZpMGgtZ1BpNlYwZXJNYlJndDhzQUU0MUNPNzczS0VsQzZjcDZpOVNzVnQ0Qmd1R3FSNEp0N2pyYw&q=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ftribeca-pediatrics%2F&v=pxA9U9NpPDc]Leslie Pennypacker:   / about-this-profile   [https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbXg2RjBiMVVNWWF2a0xRV1l4elJ3b01vTE9IQXxBQ3Jtc0ttdnh5ZWxjeElaUmZtaE1zaUpTRklJVE1uZ2pFTmstckpFZmFZVzVnR0lSQl83UFc5OHRfdzlvVGtyUURBUTBydjUtOVhtSHhVR0ZLNVNfRWg3LUJEcUdwaTlRbWhRcDlSV19heXdjalhTeGlMblVaZw&q=https%3A%2F%2Fwww.linkedin.com%2Fin%2Fleslie-pennypacker-78b0a2104%2Foverlay%2Fabout-this-profile%2F&v=pxA9U9NpPDc]🤝 Work with us:For partnership opportunities, contact us at: healthcareopswave@thirdway.health🎙️ About Healthcare Ops Wave:Healthcare Ops Wave (HOW) dives deep into the humans behind health care operations. Learn from the best operators about growing business, streamlining operations, scaling up practices, and serving millions of patients. Brought to you by Third Way Health, subscribe for more!

How to Build Trust in Healthcare Operations with Inna Plumb, CEO of Auxira Health

Inna Plum is the co-founder and CEO of Auxira Health, a care delivery startup helping cardiology practices expand clinical capacity through virtual teams. She joins Third Way Health CEO Frederik Mueller to talk about scaling smart, building trust with providers, and why not everything needs to be automated. They cover her journey from private equity to frontline ops, lessons from Cityblock and MedArrive, and what it really takes to deliver high-quality care at scale—without losing the human touch. TIMESTAMPS: (00:00) Intro: Healthcare Ops Wave (00:31) From High School to Healthcare (01:45) Inna’s Path from Finance to Care Delivery (02:46) Startup Lessons from Blue Apron, Redesign, and Cityblock (06:01) Founding MedArrive + Building in a Pandemic (08:00) Launching Auxira & Rethinking Cardiology Care (15:04) Virtual vs In-Person Ops Models (20:52) Trust, Training, & Building in Teams (23:27) Outsourcing Without Losing the Patient Experience (25:34) Hiring for Fit and Accountability (30:17) Expanding the Model Across Specialties (32:43) Rapid Fire and Final Reflections 🔔 Subscribe to Healthcare Ops Wave for more episodes on the people driving healthcare operations forward! 🌐 Learn more about Auxira Health and Inna: Website: https://auxiliahealth.com.au/ [https://auxiliahealth.com.au/] Auxira Health: https://www.linkedin.com/company/auxira-health/ [https://www.linkedin.com/company/auxira-health/] Inna Plumb: https://www.linkedin.com/in/innaplumb/ [https://www.linkedin.com/in/innaplumb/] 🤝 Work with us: For partnership opportunities, contact us at: healthcareopswave@thirdway.health 🎙️ About Healthcare Ops Wave: Healthcare Ops Wave (HOW) dives deep into the humans behind health care operations. Learn from the best operators about growing business, streamlining operations, scaling up practices, and serving millions of patients. Brought to you by Third Way Health, subscribe for more!

Rebuilding a 93-Year-Old Medical Group with Jamie Reddick, COO of Graybill Medical Group

Jamie Reddick is the Chief Operating Officer of 93-year-old Graybill Medical Group, overseeing over 100 primary care physicians. In this episode, Jamie and Third Way Health CEO Frederik Mueller discuss rebuilding operations from the ground up after a cyberattack, the evolution of operating models in large physician groups, integrating vendor partnerships, and why autonomy and culture are central to designing patient-centered systems.TIMESTAMPS:(00:00) Intro: Healthcare Ops Wave(00:34) Meet Jamie Reddick: COO of a 93-Year-Old Medical Group(02:10) Jamie’s start in healthcare: from records to leadership(04:03) Scaling up and shifting operating models(06:00) Rebuilding operations after disaffiliation and a cyberattack(08:11) Designing a modern, autonomous operations model(10:24) Bringing utilization management and medical records in-house(13:03) The outsourcing balance: vendor strategy and integration(16:00) Jamie’s proudest achievement: continuity through chaos(18:00) Taking care of doctors to take care of patients(19:00) KPIs, system uptime, and staffing metrics(22:00) Managed care metrics and population health(23:40) What operators should focus on in 2025(24:00) How AI is reshaping care delivery and admin tasks(27:00) A day in the life of a healthcare COO🔔 Subscribe to Healthcare Ops Wave for more episodes on the people driving healthcare operations forward!🌐 Learn more about Third Way Health and Jamie’s work:Website: https://thirdway.healthThird Way Health LinkedIn: https://www.linkedin.com/company/third-way-health/posts/?feedView=allJamie’s LinkedIn: https://www.linkedin.com/in/jamie-reddick-586691249/🤝 Work with us:For partnership opportunities, contact us at: healthcareopswave@thirdway.health🎙️ About Healthcare Ops Wave:Healthcare Ops Wave (HOW) dives deep into the humans behind health care operations. Learn from the best operators about growing businesses, streamlining systems, scaling practices, and putting patients first. Brought to you by Third Way Health—subscribe for more!

How to Connect with 20,000 Employees with Robb Munson

Robb Munson, a seasoned healthcare exec, joins Frederik Mueller (CEO, Third Way Health) to share his journey from Kaiser customer service to leading major organizations. They dive into scaling ops, team leadership, and lessons from Robb’s bestseller Moving Forward on perseverance and growth. TIMESTAMPS: (00:00) Preview (00:53) Introduction to Healthcare Ops Wave (01:34) Meet Robb Munson: A Journey in Healthcare (02:12) Career Path & Milestones (05:22) Scaling Organizations: From Startups to Giants (08:52) Developing Leaders and Effective Communication (22:44) Personal Stories and Employee Engagement (28:34) Final Thoughts 🔔 Subscribe to our channel for more healthcare operations insights and to listen to our podcast, Healthcare Ops Wave! 🎙️ About Healthcare Ops Wave: Hosted by Third Way Health’s CEO, Frederik Mueller, Healthcare Ops Wave (HOW) explores the people powering healthcare operations. Gain insights from top operators on growing businesses, optimizing workflows, scaling practices, and delivering care to millions of patients. Subscribe for more! YouTube Playlist: https://www.youtube.com/@ThirdWayHealth-g9k [https://www.youtube.com/@ThirdWayHealth-g9k] Spotify: https://open.spotify.com/show/1HTNdLPob2ADsytsDUimGU?si=61e07c76935a414f [https://open.spotify.com/show/1HTNdLPob2ADsytsDUimGU?si=61e07c76935a414f] Apple Podcasts: https://podcasts.apple.com/us/podcast/healthcare-ops-wave/id1774334723 [https://podcasts.apple.com/us/podcast/healthcare-ops-wave/id1774334723] Learn more about Third Way Health Website: https://thirdway.health/ [https://thirdway.health/] LinkedIn: https://www.linkedin.com/search/results/all/?fetchDeterministicClustersOnly=true&heroEntityKey=urn%3Ali%3Aorganization%3A34495912&keywords=third%20way%20health&origin=RICH_QUERY_SUGGESTION&position=0&searchId=8e45283f-b07e-4856-9b6d-fb87366f0f85&sid=fx!&spellCorrectionEnabled=false [https://www.linkedin.com/search/results/all/?fetchDeterministicClustersOnly=true&heroEntityKey=urn%3Ali%3Aorganization%3A34495912&keywords=third%20way%20health&origin=RICH_QUERY_SUGGESTION&position=0&searchId=8e45283f-b07e-4856-9b6d-fb87366f0f85&sid=fx!&spellCorrectionEnabled=false] Interested in meeting the team? Email us at contact@thirdway.health [contact@thirdway.health]