The Challenge
A Medicaid-based mental health agency was drowning in manual processes. Billing, payroll, compliance tracking—all done by hand. Errors were common. Staff were frustrated. There was no internal IT expertise to fix it.
We didn't just consult. We co-founded Resolute Services and built the solution from scratch.
- Manual billing and payroll processes consuming staff time
- Compliance tracking done on paper with high error rates
- No existing software solution for their specific Medicaid requirements
- Staff resistant to change after years of established workflows
What We Built
Management Compliance Software
This is a screenshot of the actual software system I helped design. Built specifically for Medicaid mental health agency operations, it replaced manual processes across:
- Participant management: Client intake, records, contact information
- Therapist tracking: Credentials, assignments, scheduling
- Manager administration: User roles, access controls, reporting
- Compliance reporting: Automated Medicaid documentation
- Billing automation: Claims generation and tracking
Note the "© 2009 Resolute Services" footer—this was our company, our software.
Change Management Approach
Building software was only half the battle. Getting staff to adopt it required a comprehensive change initiative:
1. Awareness
Helped staff understand why change was needed—showing the cost of errors, wasted time, and compliance risks
2. Buy-In
Involved key stakeholders early, addressed concerns, and demonstrated how the system would make their jobs easier
3. Training
Developed user training materials, quick-reference guides, and hands-on sessions for all staff levels
4. Reinforcement
Provided ongoing support, gathered feedback, and made improvements based on real-world usage
What Others Say
Daniel Stephenson, CTO
Lead engineer I collaborated with over four years at Resolute Services
"She spearheaded a large software product which gave health organizations that worked with challenged children the ability to manage their entire process; from on-boarding through treatment and discharge."
"When we started, billing for the time a therapist worked with a client would take anywhere from forty to eighty hours a week. Because it was a manual process, there would often be mistakes made; both with compliance and human error. Christie and I sat down each week and worked through a process that allowed me to take the process down to approximately fifteen minutes."
"At the beginning of each iteration, Christie would sit down with me and, essentially, storyboard the process for me. We would develop user stories that would then be decomposed into individual screenshots and issues."
"Christie and I worked together on the intake module of the software. The intake process was a manual process taking up to about 10 hours. Once the process was automated online, it took about 15 minutes."
"Christie spent the better part of four years going through the same process with our IT team and became very good at what she did. I would recommend her because of her experience and her ability to learn quickly, she is extremely sharp."
Results
- Billing: Reduced from 40-80 hours/week → 15 minutes
- Client intake: Reduced from 10 hours → 15 minutes per client
- 90%+ automation of critical billing and payroll processes
- Reduced errors through automated validation
- Enhanced compliance tracking for Medicaid requirements
- Sustainable system that continued operating after our engagement
Interactive Demo
Launch Interactive Demo
Explore the RESOLUTE healthcare automation platform
Behind the Scenes
Building enterprise healthcare systems while raising six kids meant work and family were always intertwined. My kids grew up watching their mom solve complex problems—and sometimes they helped.
90% Automation in Progress
That's me building the automated billing system, 2010. I was pregnant with my 6th child (my 5th daughter). Notice the kid's "I love you" art on the wall—my children were always part of the journey.