🎙️ This post shares highlights from our Healthcare Ops Wave podcast, where Third Way Health CEO Frederik Mueller sat down with Leslie Pennypacker, Executive Director of Tribeca Pediatrics.

Listen to the full episode here

Leslie Pennypacker made a leap to join Tribeca Pediatrics, and then helped lead the practice from a single office in Manhattan to more than 50 locations across New York City—without sacrificing its quirky culture or high standards.

Here’s how she scaled smart.

Start scrappy—but document everything

Early decisions at Tribea were made on instinct and adjusted quickly. But as they grew, they realized ad hoc systems would break without structure.

That’s when Leslie started creating repeatable processes. From front desk scripts to onboarding templates, they built a toolkit for scale without overcomplicating.

“We had to start writing everything down. Because what worked for 5 offices didn’t work for 15.”

Use design to build trust

By design, every Tribeca clinic looks the same: same wallpaper, same chairs, same kid-friendly murals. It’s about emotional comfort for families and professional consistency for staff.

That consistency, paired with real-time feedback loops, became core to patient trust.

“We want people to feel like, ‘Oh, I’ve been here before,’ even if it’s a new location.”

Choose vendors who move fast

As the team scaled, vendor decisions came quickly. Leslie learned that the best vendors adapted alongside the organization.

She looks for teams who understand their culture, offer solutions without extra meetings, and are willing to adjust when Tribeca changes direction.

Structure the team to unlock growth

Early on, Leslie held every operations function; of course, ultimately, they hit a turning point where adding specialized leads became critical. HR, operations, revenue cycle—each function needed someone focused.

That shift allowed her to work on strategy and culture instead of daily execution.

“Letting go of everything is the only way to grow everything.”

Final Thought

Leslie’s story shows that smart scaling means protecting what makes your organization special in the first place.

At Third Way Health, we see this balance every day. Our work helps healthcare leaders like Leslie build operational infrastructure that scales, while still feeling personal.

Listen to the full episode of Healthcare Ops Wave