Project Highlights

Designed, built, tested, launched and maintains church website with regular design and content enhancements. (2022 - present)

https://www.sunburybiblechurch.org/

Results:

• Successful launch with improved user experience

• Reduced costs for website, domain, and email platforms by 56%

Website Build

Authored numerous staff resource guides, providing valuable insights and practical advice on topics including annual strategic planning, effective meeting management, and product management planning. These guides are designed to enhance organizational efficiency, foster productive meetings, and streamline product management processes, ensuring that staff have the tools and knowledge they need to succeed.

Comprehensive Staff Resource Guides

Led discovery and implementation to centralize multiple tech support teams. (Launch in Q4 2022)

• Provide easy-to-navigate user self-service support through user experience optimizations

• Centralized customer service to improve knowledge and ability to assist users

• Centralized training, scripting, and resources

• Aligned procedures with call center excellence model

Initial Results:

• Leveraged existing staff with capacity to reduce 2 new FTEs

• $144,000 annual cost savings through contract elimination

• Average abandoned call rate is 3.16%

• Average customer rating: 4.94 out of 5 stars

• 97% indicated the agent was able to solve the issue reported

Change Management

Partnered with operational leadership to provide an improved seamless digital experience for video visit patients to prepare for and complete their visit including pre-appointment activities such as copay collection, form signatures, health questionnaires and visit completion. (Launched 2023)

Initial Results:

• Increased portal users by 10%

• Increased payment collection by 7%

• Increased completion of pre-appointment activities by 51%, resulting in improved regulatory compliance

Optimized Telehealth Offering

Led marketing and operational strategies including:

• Email and text message campaigns

• Staff engagement strategies

• Web intercept approaches

• Traditional marketing materials

• User experience improvements

Initial Results:

• Increased enrolled users in portal by 74% (577,961 to 1,005,342) over 4.5 years

• Increased number of monthly users logged by 83% (174,185 to 317,982) over 4.5 years

Marketing Strategy