Pelorus is an operator-led advisory and product firm. The team has run scheduling, patient access, billing, contact centers and customer experience inside some of the largest health systems, health plans and banks in the country, and now does that work alongside clients.
Pelorus takes its name from the navigator's sighting instrument: you fix on a point, take the bearing and hold the course. That is how engagements run.
Jeff led customer experience and all non-clinical operations for the patient journey at Providence: 2,500 people, a $250M budget and a $2.5B P&L across scheduling, financial assistance, patient access, billing and customer service. Before that he led customer and employee experience at U.S. Bank and marketing strategy at Elevance Health. He began his career as a U.S. Navy Surface Warfare Officer.
Revenue cycle, hospital operations, brand, CX strategy, AI, service design, training, employee experience, continuous improvement and vendor management. Each has run the function they advise on.
More than 25 years in healthcare revenue cycle consulting and operations, including Patient Access and Patient Accounts roles at large providers. Founded Colburn Hill Group, a revenue cycle consulting, software, and business office firm sold in 2021, and later served as a principal at Tegria.
Nearly 30 years of enterprise revenue cycle leadership in large, multistate Catholic health systems. Most recently Senior Vice President and Chief Revenue Officer for PeaceHealth, and before that Senior Vice President and Chief Revenue Cycle Officer for Providence’s $31B system of 52 hospitals. Has led transformation across payer contracting, revenue integrity, denials prevention, cost to collect, Epic and analytics deployment, and digital patient access.
Brand and customer experience executive who has built brand, marketing, and CX functions at Providence, Optum, AARP, Group Health, and the American Cancer Society. At Providence, unified the brand across a $26B health system, lifting awareness 21% in four months, and co-led the Customer and Employee Experience Center of Excellence.
More than twenty years as an experience strategist to healthcare leaders at Providence, Optum, Inova, Rochester Regional Health, and others, with an inside view of how these organizations make decisions and operate. His work centers on the frameworks and insight based segmentations organizations use to decide which experiences to improve, for whom, and in what order. Co-author of The CX Imperative, winner of the 2026 Axiom Business Book Gold Medal.
Co-founder of the Institute for Journey Management and founder of JourneyCentric-CX. Leadership roles at Qualtrics, Thunderhead (acquired by Medallia), Pegasystems, and Chordiant, with five patents in journey analytics and customer experience.
Product and service design leader across healthcare, fintech, and mobility. Redesigns customer experiences, modernizes financial journeys, and launches new digital ventures, working where product strategy, UX, and operations meet. Focus includes the healthcare financial experience, digital billing, and payment modernization.
Customer experience leader across healthcare, banking, and retail. At Providence, served as Executive Director of Patient Financial Experience and Caregiver Training, leading patient and employee experience work across 51 hospitals and more than 1,000 clinics. Previously Vice President of Digital Customer Experience at U.S. Bank, with earlier roles at Best Buy, St. Jude Medical, and Target.
Organization development and culture leader with three decades in talent, change, and employee experience. Most recently Senior Director of Global Organization Strategy at Nike. At Providence, served as System Director of Culture and Experience and earlier as Director of Organization Strategy and Design, after organizational design and change roles at Pacific Life, Accenture, and Hewitt Associates.
Healthcare operations leader with more than 15 years of transforming service delivery and end to end workflows. A Lean Six Sigma Black Belt and PMP focused on process redesign, revenue and margin improvement, and practical assessment of AI and automation.
Healthcare operations and vendor management executive who has overseen enterprise vendor ecosystems, contract governance, and operational risk for large health systems. Has led vendor selection, performance oversight, and contract compliance.
Senior leaders who shape the firm's point of view on healthcare finance, consumerism and the patient experience.
Nearly 30 years in investment banking, closing $30 billion in healthcare financing, before founding 4sight Health, a think tank focused on market-driven reform. Harvard Kennedy School MPP, author of three books and keynote speaker on consumerism and innovation.
Twenty-five years in healthcare and financial services. Former Customer and Employee Experience officer at Elevance and U.S. Bank, helping health systems tackle the blind spots that raise cost and slow growth.
Every engagement is tied to a measurable result before work starts.
Pelorus operators work alongside client teams, on the floor and in the systems, until the number moves.
Results are kept in place with an operating rhythm, technology or a product, not a slide deck.