Client Overview

MUSC Health is the state-wide clinical delivery arm of the Medical University of South Carolina. The health system has >$4B in annual revenue and is comprised of seven regional community hospitals, an academic medical center, a dedicated children’s hospital, an NCI designated cancer center, hundreds of ambulatory clinics, and numerous community hospital affiliations.


The Challenge

Clinical delivery at MUSC Health is built on 17 distinct Integrated Centers of Clinical Excellence [ICCE] which oversee all aspects of patient care across the health system. Leveraging their strategic plan, KCG worked with each ICCE to create an annual operational roadmap that denoted where and how to effectively grow and expand services. MUSC Health leadership agreed that ICCE operational success could only be achieved with hyper-focus on collaboration, transparent communication, and robust project management, and asked KCG to help develop a system-wide, ICCE ‘accountability’ process.


The Solution

KCG worked with MUSC Health leaders to stand up a robust accountability process, giving executive leadership insight into ICCE operational and clinical efforts while at the same time providing ICCE leaders an opportunity to garner direct feedback to ensure both timely tactical adjustments could be made as well as alignment with the health system’s future vision and priorities. To implement this, KCG and MUSC leaders focused:



  • Segmented all ICCE to align with one of three key system level leaders
  • Implemented a dyad-reporting structure in the clinically support oriented ICCE [Pharmacy, Lab, Radiology, Genetics, etc.]
  • Created a structured database that tracks all operational projects, necessary collaborative relationships, and status progress
  • Assigned various KCG team members to each ICCE [and each leader] to serve as designated resources
  • Partnered with both community and College of Medicine recruiting teams to create a robust provider recruiting database



  • Established an ICCE quarterly accountability report out cadence for each ICCE and members of the MUSC Health leadership team
  • Created standard reporting frameworks that clearly indicated project progress, identified issues, and any budgetary requests
  • Produced a robust recruiting report that denotes identified backfills, new growth openings, and key hiring risks
  • Utilized a formal executive memo that is shared after each meeting to communicate feedback, memorialize key discussion topics, and assign follow up items – all of which are added to the database for future report outs



We recently interviewed MUSC Health’s System Chief Operating Officer, Tom Crawford, to discuss the organization’s new procedures. To read or watch the conversation and learn more about the project, click HERE.

About the Author
Chrissie Hamilton

Chrissie Hamilton, Manager, joined KCG in Fall 2018. Her experience and interests align with engagements that drive operational or financial efficiencies and improvements. Notable projects include: the redesign of a client’s process and structure for completing its operating budget and the development of a strategic investment fund for a health system to invest in core initiatives and programs.

Prior to KCG, Hamilton spent six years in commercial banking at Bank of America Merrill Lynch in the Washington, DC area. As a Portfolio Management Officer, she was responsible for underwriting credit requests for a portfolio exceeding $900 million in loan commitments. Her clients covered both the public and private sector and spanned across various industries. Collaborating with her team, Hamilton worked with clients to understand their credit needs and deliver solutions to help meet their business goals.

Hamilton earned an MBA from the Darden School of Business at the University of Virginia and a BS in Business Administration from Kenan-Flagler Business School at the University of North Carolina at Chapel Hill.