Projects and services range from designing from conception to delivery e-commerce sites, online education modules and websites, and conducting research in healthcare tech. If you'd like learn more or see my portfolio, let's get in touch!Serving clients across the country from Seattle to Tampa Bay to Maryland.

After nearly five years at a healthcare startup I recognized it was time for a sabbatical. During this time I got engaged and married, traveled, and dove head first into making a career change from customer success to ux design. I earned a professional certificate and started my own business as a freelance designer.

Led research to understand user drop-off and enhance conversion rates. Created journey maps and sankey diagrams to demonstrate extent of user pain points and identified user actions indicating highest risk of leading to user drop-offLed monthly exploratory and evaluative research (interviews, usability studies, A/B testing) for the patient platform with 3 designers. Research informed streamlining the main user flow and the development of new features: referral notifications and therapy progress trackingConducted meta analysis of all patient research to help inform corporate strategy, KPIs, and product priorities for 2021-22 based on user needsPartnered with senior researcher in a study to understand a new user population, identified risks with business model and product concept, and secured C-suite approval to address risks before investing in new services Extensively engaged project stakeholders and cross-functional teams to involve them throughout the research process, leading to fewer project delays and faster application of research insightsFacilitated design thinking sessions with cross-functional working groups to create buy-in for research across the company

Executed contract deliverables and acted as frontline daily operator deepening client relationships. Responsible for securing ~$10 million in CARRDrove client pilots to meet SLAs and expand contract scope. Defined and reported on quant and qual outcomes. Developed visuals for clients and internal stakeholders to conceptualize new workflows, data insights, and user journeys

Analyzed user feedback and behavior to discover opportunities for product and service improvements. Examples include: improved practice management features, more inclusive language and options for gender identity, and adding multiple MHPs to a patient’s profile to reflect real world careteam coordinationPlanned and oversaw development of pilots to expand implementation of Quartet services. Resulted in streamlined workflows and stronger partner relationships leading to an 8% rise in user engagement and 4.6% boost to patient care initiation rate Cultivated user relationships elevating user engagement above 80% for the first time in the Washington market

Designed customer support service experience from end-to-end and formalized support guides at scale for national coverageDeveloped internal tools and product features resulting in more proactive notifications for service disruptions, troubleshooting, and acct mgmt toolsDefined the User Support experience through standardization of email templates and inbound support line training deckIdentified trends in user pain points and worked with internal teams to improve product design

-Market Team achieved 123% growth of signed up Primary Care Providers, a 10% growth in active Provider Users, and a 131% growth in patient referrals-Implemented and led partnerships with six health systems in WA; contributes to 50-65% of total referral volume-Successfully launched High Risk Patient program in Seattle, leading to a ~$500,000 increase in 2017 revenue.-Worked cross-functionally with product to identify key improvements to the platform, and with marketing to develop content for needed collateral.-Managed a region of primary care and specialty practices in greater Puget Sound area and cultivated strong, long-lasting partnerships.-On-boarded new users and implemented Quartet’s platform in primary care and specialty practice settings in an efficient and effective manner.-Problem solved technical and workflow issues to drive product adoption by users and deliver high end experience.-Developed, executed, and measured the effectiveness of user engagement strategies to continuously improve and help meet customer, company, and team goals.-Assisted Seattle market lead with high-yield provider system implementation and onboarding.-Collaborated cross functionally within departments to clearly and effectively communicate to users new product features and mental health resources.-Educated providers and staff on the connections between physical and mental health, as well as evidence-based treatment care pathways that lead to better patient outcomes and reduced overall healthcare spending.-Co-created training handbook for new and existing employees.

-Care Management: conducted medical assessments for prospective clients, generated care plans, oversaw client transition into care program, performed QA visits, addressed client concerns, and resolved invoice disputes. -Managed a team of care providers for each client. -Assisted the office by answering phones, directing calls, greeting guests, and providing support for field teams.-Marketing: created a referral pipeline by volunteering on local healthcare committees, managing social media, sales calling, and engaging in community outreach. -Territory Development: expanded company services from South Seattle through Gig Harbor.Additional Responsibilities: -HR & Recruiting: Write job postings, interview applicants, hire and terminate staff, attend job fairs, create monthly recruitment strategy, enforce metrics, set and hit target goals, conduct accusations audit.-Scheduling and Client Care Coordination: Staff open shifts, handle client emergencies and grievances, oversee disciplinary action or praise to applicable staff.

-Pioneered the expansion of sales by creating and managing commercial accounts as well as cultivating relationships with local businesses and customers.-Managed the tasting room, created a “destination,” organized and hosted all private events.-Managed and tracked product inventory of 1,000 wine cases.-Managed and promoted two wine clubs (Est. in 2003) of 150+ members, 18% growth in my tenure.-Managed Social Media.

-First responder to medical, suicide, disorderly, and criminal calls.-Patrolled Campus grounds, searched and secured buildings, provided escorts-Interacted with local emergency response (Fire Department, Law Enforcement, Paramedic)-Operated as a member of security-and-safety unit and alone.

-Led client consultations and devised cost-effective marketing strategies for local businesses.-Project Management: delegated responsibilities to team managers, assessed project progress via weekly team meetings and cultivated team culture.