Ken Chang Email & Phone Number

Madison, Wisconsin, United States

I am leading efforts to implement Salesforce (Health Cloud, Marketing Cloud, Data Cloud) and Epic (Cheers), *together*, to make the most of the world's best healthcare CRM technologies. Use cases so far include patient targeting and acquisition, service promotion, physician relationship management, employee engagement, and health maintenance.

I combined my technical and operational knowledge of Epic, Salesforce, and other technology solutions to achieve meaningful outcomes for our patients. I worked across roles to develop a future vision for patient digital experience and establish an actionable, prioritized IT roadmap to get us there. I ensured that as we used technology to solve the patient experience problems of the day, we were also setting ourselves up for success 3, 4, and 10 years in the future.A few specifics:• Guided MyChart utilization, online scheduling, CRM (B2B & B2C), and other strategic enterprise initiatives• Built relationships across operations, IT, executives, and patients to manage change effectively• Led vendor selection processes, including SMS, marketing, and patient engagement platforms• Developed and executed CX initiatives via communication, clarity, recognition, and accountability

I helped healthcare organizations engage patients and consumers using Salesforce technology. I excelled at creating workflow and automation solutions to power digital transformations in healthcare and beyond. While presenting at HIMSS and elsewhere, I liked to ask the question: what if your hospital system were powered by the same technology that powers Marriott?I also became an enthusiastic champion for Salesforce as an app building platform. There are a lot of smart people in healthcare who are NOT programmers, and I was excited to learn what they could accomplish when provided with a "clicks-not-code" development platform. Building your own applications? Talk about empowerment!During this time I also:* Demonstrated Patient Targeting & Acquisition via Marketing Cloud & Data Cloud at HIMSS* Served as a subject matter expert on EHR integration and patient access workflows* Created the go-to app building demonstration used at customer app innovation days* Achieved All-Star Ranger status and earned 13 certifications: Administrator; Advanced Administrator; Platform App Builder; Sales Cloud; Service Cloud; Experience Cloud; Marketing Cloud Email Specialist; OmniStudio; Data Architect; Sharing & Visibility Architecture; Platform Developer 1; Data Cloud; and Certified Application Architect

Verona, Wi

I was a member of Epic's MyChart/Patient Experience leadership. Through broad outreach and regular one-to-one meetings, I provided healthcare executives (CEO, CIO, CMIO, CDO, etc.) with strategic guidance relating to patient experience. I helped customers prioritize, plan, and implement MyChart features and best practices to ensure that patients are empowered and engaged in their care. These conversations also helped ensure that Epic understood customer needs and factored them into the development roadmap. During the first two months of the pandemic:* I helped lead the war room responsible for rolling out integrated video visits across the Epic community. That led to an increase in video visits from under 10K in February 2020 to over 2.5 million in April 2020. * Working with the CEO, I led a cross-functional team of 80+ employees to stand up Epic Research, a website where Epic publishes insights and observations based on the wealth of EHR data contained in Cosmos.

In addition to continued Cadence TS work, I became a member of Patient Access Leadership. I managed a team of up to 48 direct and indirect reports. I led large teams to resolve large, community-wide escalations (some international), created management tools, and developed my own customer service curriculum, which I taught to over 2,000 Epic employees. I have also contributed to management education, creating new classes, publishing management best practices, and leading company-wide roundtable discussions on tricky personnel topics. It was here that my experience as a management-side employment lawyer started to come in handy!During this time I also:* Led the Welcome TS Core, guiding Epic's kiosk application from a customer success perspective.* Presented at UGM/XGM over 10 times. That included hosting Cadence Jeopardy 5 years in a row, pitting 3 customer analysts against each other (often hilariously) in front of 350+ customer attendees.* Led teams across multiple applications to increase online patient self-scheduling across the Epic community

Verona, Wisconsin

I provided direct support to six large healthcare organizations that use Cadence (Epic's scheduling module), Referrals, and Welcome. This involved resolving technical and operational issues through configuration, debugging, schedule optimization, and writing code. During this time I led a "Talk Cadence" task force to increase customer engagement, connecting organizations directly with product leadership to solve problems and guide future development.During this time I also:* Presented Development Previews to the Cadence community (including introducing Decision Trees!)* Developed new methods of reporting on Referrals success* Led scheduling optimizations at three large healthcare organizations* Hosted the Scheduling Advisory Council and Cadence Focus Group three times

Greater Minneapolis-St. Paul Area

I provided employment law counsel and strategic charge and litigation support to human resources clients at Target's headquarters and at distribution centers nationwide. I developed and provided trainings and participated in strategic initiatives to minimize legal risk.

Greater Milwaukee Area

I defended employers in discrimination matters before state and federal agencies, including leading investigations, conducting legal research, drafting briefs and other filings, and appearing in court hearings. I also contributed to a successful defense in a federal trial and subsequent appeal.

Doctor Of Law (Jd)

Bachelor Of Arts (B.A.)