Robin Brand Email and Phone Number

Digital consumerism strategy and insights for leading health systemsAreas of focus including ambulatory strategy, digital front door, virtual care delivery, patient experience

• Build and strengthen partnerships with health system executives, serving as a dedicated strategist and providing actionable insight to the C-Suite and other key leaders• Create custom action plans to further health system objectives and strategic initiatives based upon Advisory Board best practice research and capabilities• Collaborate on development of new Delivery function, creating internal processes around communication, information management strategy, appropriate role delineation• Present Advisory Board’s research and insights to executive team and other health system audiences across multiple areas including ambulatory strategy, health system growth, finance and revenue cycle• Oversee overall account strategy, including contract renewals, improving net promoter score and optimizing client value• Work closely with internal stakeholders, including client managers and sales to uncover growth opportunities and ensure appropriate suite of products and tools to meet client needs• Provide feedback to sales and research teams identifying product gaps and emerging client needs to increase product value

• Led best practice research and product development focused on strategic issues facing health system executives• Served as subject matter expert for Advisory Board (health system margin management, patient experience, revenue cycle, service line strategy, payer strategy, labor cost optimization, and community hospital sustainability), delivering research and insights via webinar, blog and think pieces, and onsite with clients• Relaunched international clinical strategy research product, Service Line Advisor, expanding scope and improving alignment of product with market needs through analysis of previous product, historical sales data, and via interview with clinical executives• Worked closely with sales and account management to create multi-market strategy, crafting value proposition• Relaunched Revenue Cycle Advancement Center, a best practice research product serving health system CFOs, Chief Revenue Officers, VPs of Revenue Cycle. Responsibilities included: • New product concept development, financial scenario planning, and competitive intelligence research • Collaboration with sales and marketing teams on pipeline development and sales strategy, product branding, collateral and pitch creation • Market testing with hospital and health system Chief Revenue Officers and VPs of Revenue Cycle • Managed team of consultants and analysts, overseeing work and guiding career development

• Led Research Center, with responsibility for consumer and brand research, managing team of eight including directors, managers, and consultants, and reporting to Vice President, Brand Strategy and Consumer Experience• Responsibility for national consumer tracking studies, the Brand Strength Measure (BSM) and Consumer Brand Index (CBI) including vendor management, data analysis and insight generation, and deliverables for Association Board and Blue Cross Blue Shield PlansUpdated both BSM and CBI to capture more comprehensive data from Exchange and Medicaid populations including their perception of the BCBS Brand, and their experience with BCBS product • Designed research projects and initiatives using data from tracking studies and other consumer research, including BCBS Brand Stretch Board Project, measuring the strength of the BCBS Brand within key consumer segments, identifying opportunities to strengthen messaging and consumer experience according to segment• Launched Association-wide Knowledge Management infrastructure, hiring Manager of Knowledge, performing gap analysis and opportunity assessment and responding to Requests for Information on CRM systems• Co-led 2015 Value-Based Purchasing Request for Information, gathering and analyzing information from all 36 BCBS Plans on Patient-Centered Medical Homes, Bundled Payments and Accountable Care Organizations• Refocused BCBSA research communications strategy and internal website redesign, making research deliverables more accessible, creating online forum for Plan researchers to connect with one another, promoting new research with monthly insights emails