Decision support for healthcare leaders & the teams they lead.
human.heart.work. helps outpatient teams resolve the decisions that keep coming back, so managers can lead with clarity instead of managing around recurring friction.
Start here. The Decision Check-In takes three minutes and points you toward the right starting point for your team or your own leadership.
Most outpatient practices have two or three decisions that never stay decided.
They get handled case by case, every time, by whoever is closest to the problem that day. The same conversation happens again. The resolution holds just long enough for everyone to move on. Then the situation comes up again, and the cycle starts over.
It shows up in the 7am text nobody is sure how to respond to. In the schedule override that becomes the new normal. In the accountability conversation that keeps getting deferred because the sequence is unclear. In the new hire who gets handed responsibility before anyone has confirmed they are ready.
These are not failures of effort or intention. They are decisions that have never been properly resolved. The practice does not have shared language for how they get made, who holds the call, and what happens when the situation comes up again.
That is not a people problem. It is a decision system problem.
Team Decision Reset
The Team Decision Reset is a facilitated 30 minute session built to be embed inside one of your existing team meetings and designed to resolve one recurring decision that is holding back your team and practice.
This focused reset allows teams to name the real decision underneath the friction, clarify who holds the call, and write clear, shared language you can post by the printer and start using immediately.
Decision Support For Leaders and Organizations
Five recurring decisions in outpatient practice. Free, ungated, and written for the manager who needs language their team can actually use.
Decision Guide
For leaders navigating decisions that do not have a good internal audience. Structured individual support grounded in how you actually make decisions under pressure.
Decision Support for Leaders
Decision Support for Organizations
For regional and department-level leadership teams navigating decision inconsistency across sites or services.
Your Decision Coach
Amy Illarde, CPC, ELI-MP — Founder of human.heart.work.
With over 15 years experience supporting outpatient care teams across orthopedics, fertility medicine, and primary care settings, Amy has worked at the intersections of marketing, practice operations, and patient and provider experience.
She has partnered with teams at every level, from frontline clinical and administrative staff to practice executives and boards, on decisions that shape access, growth, and care delivery.
Amy is a dual Certified Professional Coach, through iPEC and Northwestern University Executive Leadership Coach training.
What leaders say
“Taking the time to meet with Amy allowed me to develop my leadership skills and build my practice..”
— Jesse C.“human.heart.work. creates a safe space to slow down and intentionally investigate and design how I want to approach decisions in my job and life”
— Jamie K.“Amy’s deep expertise in healthcare allows her to really support providers in a meaningful and effective way”
— Nick S.