Credibility that helps executives move from effort to reliable execution.

Professional bio

Marlene Sidon, FACHE, CPXP, is the Founder and Principal of Service Quality Solutions LLC. She began her healthcare career as a Registered Respiratory Therapist and has more than 30 years of experience across hospital, ambulatory, and home care settings. Her work sits at the intersection of leadership execution, patient experience, team experience, access operations, and process improvement.

Marlene has served in healthcare leadership and advisory roles connected to Kaiser Permanente, Emory Healthcare, Piedmont Healthcare, Culbert Healthcare Solutions, and BDO USA. Her career includes healthcare administration, service quality leadership, ambulatory practice operations, patient connection center leadership, centralized scheduling, nurse triage, patient-centered medical home implementation, corporate medical practice design, and management advisory consulting.

Career history

At Kaiser Permanente, Marlene progressed from clinical leadership to healthcare administration and service quality leadership. At Emory Healthcare, she supported The Emory Clinic across primary care, cardiology, and specialty practices and contributed to patient-centered medical home and corporate medical practice implementation. At Piedmont Healthcare, she served as Director of the Patient Connection Center for Physician Practices and expanded centralized scheduling and nurse triage. At Culbert Healthcare Solutions, now BDO USA, she worked as a management advisory consultant with a focus on ambulatory practice optimization, pre-service revenue cycle operations, and interim leadership.

Personal philosophy

Marlene's philosophy is direct: patient experience does not improve sustainably when organizations ask people to overcome broken systems through effort alone. Leaders, physicians, and teams need operational clarity, workflow support, and service expectations that can be executed consistently. SQS helps healthcare executives remove operational friction so leaders, physicians, and teams can deliver a more reliable patient experience.