🎙️This post shares highlights from our Healthcare Ops Wave podcast, where Third Way Health CEO Frederik Mueller sat down with Jamie Reddick, Chief Operating Officer of Graybill Medical Group.

Listen to the full episode here

Jamie Reddick spearheaded the rebuild of the entire operational backbone of a 93-year-old medical group with 100+ providers without interrupting patient care.

Walk through her approach to resetting an operating model.

Here’s how she runs operations.

Rebuilding with autonomy and intention

After separating from their foundation, Graybill had to stand up everything from scratch. That meant IT systems, telephony, access tools, policies, and more across 10 locations.

Jamie’s focus during that transition was clarity: rebuild what works, retire what didn’t, and center everything around the patient and provider experience.

“We’re really working from the studs up right now.”

That included returning key functions to the clinic level. Utilization management and medical records scanning, for example, were previously centralized. Now they’re back in the offices, creating faster handoffs and tighter communication between staff and providers.

A balanced approach to outsourcing

Graybill partners with several vendors—including Third Way Health—but Jamie’s view is consistent: outsourcing should enhance control, not replace it.

She evaluates vendors based on whether they feel like an extension of her team. Responsiveness, cultural fit, and a problem-solving mindset are all non-negotiables.

Her advice for other operators:

• Pilot first. Test how a vendor integrates before rolling them out.
• Do the math. Don’t just buy the solution—calculate what it takes to manage it.
• Stay hands-on. Know the vendor’s contacts, join the implementation, and stay close to performance.

“The best vendors walk alongside you through the inevitable bumps… They treat your problems like their problems.”

Where she’s already using AI and where it’s going next

Graybill has transitioned nearly all providers from human scribes to AI-powered documentation tools. The impact on burnout and efficiency has been immediate.

Jamie also sees future value in chart-scrubbing tools that prompt providers for missing HCC codes or clinical documentation. And she’s keeping a close eye on AI-powered IVR and call routing. Still, she wants to be sure it fits Graybill’s senior population before rolling it out.

“AI is here…it’s astonishing to me what it can actually do.”

What her week actually looks like as a COO

Jamie’s calendar blends strategy with frontline decision-making. Here’s a sample snapshot from her week:

• Bi-weekly call with EHR vendor to manage post-foundation migration
• 1:1 with a provider to align care protocols
• Vendor strategy session for open enrollment workflows
• Radiology integration meeting to streamline order/result workflows
• Friday huddle with practice managers to review wins, blockers, and org-wide updates

She closes each week with that last meeting. It’s her chance to keep communication real-time and keep teams aligned as decisions get made.

Final Thoughts

Graybill’s operational rebuild shows how healthcare leaders can modernize legacy systems without losing their identity or their people.

At Third Way Health, we’re proud to be part of that rebuild. We believe every operations team deserves a partner who brings both urgency and alignment to the table. Our goal is to help leaders like Jamie deliver patient-centered care without the friction that slows teams down. And to provide a solution that solves healthcare operations challenges now while bringing organizations into the future with technology and process improvement.

Listen to the full episode of Healthcare Ops Wave