Craig Jaffe

Vice President, Professional Services and Customer Care

Ascom Americas

Jan 2026 - Current (7 months)

Managing Director, Professional Services - Digital Health

GE HealthCare

Apr 2020 - Jan 2026 (5 years 10 months)

Lead GE HealthCare’s SaaS-based Digital Health portfolio, driving growth, operational excellence, and customer transformation across global healthcare organizations. Founded and scaled the professional services division to 30+ experts across project management, clinical delivery, and customer success. Key Highlights: - Own full P&L for a $100M SaaS portfolio serving 125 hospitals, achieving 180% margin and 20–50% YoY revenue growth. - Built the Project Management Office (PMO) and delivery methodology, reducing deployment timelines by 25% and improving solution quality. - Created the Customer Success organization from the ground up, achieving 100% renewals and expanding ARR to $35M. - Partner with C-suite leaders to align digital transformat

Director, Client Services & Strategic Projects

HIS

Jan 2018 - Apr 2020 (2 years 4 months)

Led HIS’s Revenue Cycle Management (RCM) professional services, PMO, and customer success functions. Managed 15 professionals across client services, analytics, and business intelligence to deliver measurable financial outcomes for healthcare practice clients. Highlights: - Directed all client service and project operations for 15 Orthopedic and Radiology groups, improving satisfaction and profitability. - Built programmatic operations frameworks and KPI-driven accountability processes to streamline delivery. - Oversaw 100+ internal and client-facing programs, driving efficiency, automation, and operational excellence.

Solution Architect

GE Healthcare Partners

Jul 2017 - Oct 2018 (1 year 4 months)

Designed and led enterprise-scale performance partnership programs to improve hospital operations and financial outcomes. Worked with senior executives to define strategy, model ROI, and deploy data-driven solutions across clinical and operational domains. Highlights: - Developed customized multimodality partnership solutions integrating GE’s analytics and performance tools. - Created assessment and delivery playbooks that standardized methodology and improved project velocity. - Presented executive findings and value models to hospital leadership teams to support outcome-based partnerships.

Senior Project Manager Contract

Slalom Consulting

Feb 2017 - Jul 2017 (6 months)

Delivered enterprise-level program management for healthcare technology initiatives. Managed large-scale transformation programs and provided executive oversight across multiple workstreams. Highlights: - Led $50M healthcare technology program for HCSC/Walgreens, spanning analytics, marketing, and operations. - Supervised 20 project managers and reported directly to senior client leadership on program health and KPIs. - Drove cross-functional alignment across 25+ concurrent projects to ensure on-time delivery and ROI realization.

Manager Implementation; Associate Director, Project Manager, Crimson Performance Technologies

THE ADVISORY BOARD COMPANY

Mar 2015 - Dec 2015 (10 months)

Additional responsibilities include: Provide strategic guidance and management oversight on all new business clients. Currently responsible for a portfolio of 25 projects across the country. Provide general management support and mentoring to team of 4 direct reports consisting of project managers.

Director Project Management, Population Health Technologies

THE ADVISORY BOARD COMPANY

Oct 2014 - Feb 2017 (2 years 5 months)

Founded and led Advisory Board’s first Project Management Office (PMO) for its Population Health product suite. Managed a national portfolio of SaaS implementations across hospital systems. Highlights: - Oversaw 85 deployments across 30 clients, generating multi-million-dollar recurring revenue. - Reduced average implementation time by 1.5 months and production errors by 50% through new delivery processes. - Built KPI dashboards and reporting tools to measure portfolio performance and client outcomes.

Associate Director, Project Manager, Crimson Performance Technologies

THE ADVISORY BOARD COMPANY

Oct 2014 - Mar 2015 (6 months)

Provide project management support on full cycle implementations of Crimson Care Management, an interactive care management platform within the Population Health vertical of Crimson. Implementations take place primarily with payors, hospitals, and large health systems. • Create and design population health management strategies with a range healthcare executives. • Responsible for tracking progress and changes within scope to ensure the project is completed on time and on budget. • Serve as a tactical and clinical expert integrating data across multiple systems.

Senior Consultant/Project Manager

PerfectServe Inc

Jun 2014 - Oct 2014 (5 months)

Project Manager/Team Lead

PerfectServe Inc

May 2013 - Jun 2014 (1 year 2 months)

Project Lead on full cycle implementations of a clinical communication system within hospitals and large health systems. Manage and oversee teams of 6+ consultants to successfully complete implementation activities. Additionally, as Team Lead, provide general management support and mentoring to direct reports.

Implementation Consultant

PerfectServe Inc

Apr 2012 - May 2013 (1 year 2 months)

PerfectServe is an intelligent clinical communications system that routes calls and messages to the right doctor, at the right time, while giving physicians complete control over how they are contacted. Implementation Consultant Roles: Consult with a variety of physician specialties (including Surgery, Cardiology, OBGYN, Emergency Medicine, Radiology, and Pathology) to determine the most efficient and optimal messaging flow solution. Program physician solutions using rules based routing resulting in a 1000s of hours saved in productivity per year.

Operations Improvement Consultant

Advocate Health Care

Mar 2011 - Apr 2012 (1 year 2 months)

Project: Surgical Services Value Stream Analysis • Used Lean/Six Sigma tools to redesign and standardize current processes within Pre- Surgical Testing resulting in a reduction of cancelled cases by 50% • Created and implemented a PST Appointment Process across 3 departments increasing the number of patient appointments by 31% • Facilitated and lead a Robotic Surgery team using Lean tools that reduced case turnover time from 45min to 30 min • Constructed a pacemaker algorithm and checklist for use by cardiac surgeons Project: Emergency Department Care Manger Implementation • Facilitated a series of WorkOut sessions using Lean tools to design a Care Manager process within the current construct of the Emergency Department - Created SNF, Home

Administrative Fellow

Emory Healthcare

Jun 2009 - Mar 2011 (1 year 10 months)

Administrative Fellow, Emory Healthcare • Performed administrator on call duties to resolve patinet, employee and capacity issues • Assisted in the implementation of electronic patient tracker (E-Bed) • Created quality metrics dashboard for meaningful use criteria • Aided in the creation of the FY 09 Medical Staffing Development Plan • Reconstructed physician credentialing forms to streamline processing • Developed environmental assessment of potential geriatric care manager position for Wesley Woods Geriatric Hospital Department of Gynecology/Obstetrics • Creating a process to decrease patient turnaround time for negative test results using the Televox software • Participating on a project with the end goal of reducing missing charges • Im

Financial Analyst

Northwestern Medical Faculty Foundation

Jun 2008 - Jun 2009 (1 year 1 month)

Department of Ophthalmology • Produced monthly physician dashboards detailing how their individual practices were performing • Aided department administrator in the FY 10 budget planning process • Executed quarterly physician cost allocation report and discussed results with the department administrator. -Report calculates physician profitability while simultaneously monitoring physician compensation • Assisted in the organization of a strategic planning retreat for physicians and staff - Created patient flow charts to aid in process improvement discussion • Performed cost benefit analysis of new equipment, physician practices, and other new initiatives

Administrative Project Assistant

Rush University Medical Center

Sep 2007 - Jun 2008 (10 months)

Department of Food and Nutrition Services (FNS) • Aided in the creation and implementation of FNS and hospital wide sustainability initiative o Performed research and conducted a literature search to learn of other hospital’s sustainability projects o Developed a model and a three year timeline of events o Researched biodegradable products and conducted a cost analysis to see if switching products was feasible for the department o Performed a waste audit with Allied Waste Company to determine department savings by switching to recycled products o Researched and helped select proper recycling containers for the main cafeteria and central kitchen o Created a business plan detailing project essentials • Assisted in the creation of an education

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Summer Intern

PrimeSource Healthcare Systems

Jun 2005 - Aug 2007 (2 years 3 months)

Summer Intern during 2005, 2006, and 2007 • Conducted research for business expansion into multiple states • Assisted and attempted to improve shipping methods with hearing aids • Redesigned utilization coordinator job functions for the audiology department • Worked with human resources to increase physician recruitment efforts • Analyzed and executed daily flash reports for managers to better understand the daily performance of the four departments (Audiology, Dentistry, Podiatry, and Optometry)

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