Andrew Mattera, Nbc-Hwc Email & Phone Number

United States

United States

-Strategically work with PT, Coaching and Onboarding Specialist departments to craft and schedule high engaging messages to 200,000+ members a month. With the goal for members to either continue their program sessions or to understand why they stopped. -Use of data analytics and AI to improve targeted intervention for 200,00+ members and message creation. Collaborating with multiple stakeholders to confirm uniformity across the Hinge Health product.-Implement quarterly campaigns to re-engage at-risk members and increase revenue with cross-organization stakeholders. Consistently hitting a re-engagement rate of 5+% within each campaign. Volume of targeted members ranges from 5,000 - 10,000 members depending on client.-Contributed to preserving over $2 million in contract value through a re-engagement campaign deployed to over 20,000 unresponsive members.-Support both the Onboarding Specialist, Health Coaching, Physical Therapy teams with daily workflow iterations and implementation. Creating process efficiencies, centralizing operations functions for the team and working collaboratively to drive change adoption.-Designed and implemented Version 2 of mass messaging workflow for the Onboarding Specialist department. Created a new messaging strategy along with updated messages built on best practices and data collected. Updated strategy tripled member response rate and helped to drive effective yield efforts.-Provide reports and data analysis to develop and enhance processes, providing guidance on operations and supporting new and existing internal member-facing product rollouts that drive member outcomes.-Identified inefficiencies in the departmental messaging workflow and reduced time spent for the Mass Messaging Team by 5-8 hours every week, allowing for more time to be spent with high value projects related to driving revenue, and overall strategy improvements.

-Piloted the Onboarding Administrative role for the Onboarding Specialist department. Built and implemented team training for OS’s joining the pilot. Lead weekly meetings to obtain feedback and pivot in real time. Worked closely with the OS Management team to decipher best onboarding practices and develop workflows to increase departmental efficiencies.-Audited critical member reports with high inconsistency in Mode to obtain 100% accuracy. Gathered and analyzed pilot data within Tableau to inform next steps.-Saved over 720 hours a week previously spent scheduling messages to members allowing Onboarding Specialists to better allocate their time and contributing to departmental budget improvements by removing the need to hire additional personnel.-Proved the necessity of having an Administrator role for the Onboarding Specialist Department leading to a permanent role within the company.-Created a new departmental feedback process for Onboarding Specialists to share concerns about peers, allowing for official review of submitted concerns, tracking of the submission, and notification of the Onboarding Specialist leadership team.

Remote

-One of the first 10 members who launched the department, which drives onboarding and increases company profit.-Lead live Q&A sessions for Customer Success team and clients to answer questions as the program and product expert.-Managed a large caseload of members (500+) on a weekly basis while emphasizing a positive member experience and assisting members with technical issues, questions, and concerns ensuring 100% customer comfort and confidence in our product. -Consistently within the top of onboarding for the department while also leading pilots or experiments.-Piloted the new lead role of ‘Experiment Champion’ within the Onboarding Specialist department; working closely with Senior Leadership to design and implement experiments with cross-organizational impact to drive effective yield.-Created standardized workflows for experiments allowing team members to stay within experiment parameters while maintaining consistency. Experiment workflows were used by Quality Assurance to administer reports and assess Onboarding Specialist performance.-Mentored other Onboarding Specialists to streamline their processes, remove inefficiencies, and improve their metrics to bring them up from ‘developing in role’ to ‘top performer’.-Received Operations Award from Senior Leadership for building and implementing a high value experiment meeting a set goal to increase onboarding by 10%, with little turnaround time and multiple stakeholders.

Remote

-Supported members as they managed chronic pain through the Hinge Health program.-Connected with and supported members through SMS, email, and phone communications.-Created a safe space for members by employing empathy to help them achieve their goals.-Utilized metrics to analyze effectiveness of coaching and adapted to improve where and when necessary.

St Albans, Vermont, United States

-Over 1,500 hours of coaching within a clinical setting both in person and via tele-medicine.-Used motivational interviewing, readiness of change assessment, and discussion with patients’ primary care providers to establish the best way to support patients and their care.-Assisted patients with creating realistic and achievable goals that allow for small lifestyle changes leading to long-lasting positive changes with their health.-Measured patient success through goal completion, as well as, monitoring of patient weight, blood pressure, and waist circumference.-As part of an Employee Wellness Program, coached and assisted fellow NMC employees with their health goals to create long-lasting positive change with their health.-Designed and implemented a 12-week lifestyle modification program integrating coaching strategies, nutrition education, and exercise to help participants create healthy long lasting habit changes.