Sarah D. Andrews, Ccxp Email & Phone Number

• Leads a customer experience consulting firm that partners with organizations to help them build emotional connections to their customers - increasing brand loyalty & retention• Partners with clients to assess their current CX program using a customized six-prong audit to highlight strengths & opportunities • Leverages the CX Audit results to create a two year CX roadmap - with key activities for success

Indianapolis, Indiana, Us

• Built and led the first fully integrated healthcare client services team - comprised of advisors, project managers, and technologists • Strategically partnered with complex healthcare clients to design their patient experience roadmap - including a comprehensive listening architecture plan, analysis approach, and change management culture • Principal healthcare strategist – partnered with Sales and Marketing on the creation of a healthcare sales pipeline and patient experience thought leadership content• Designed Walker’s patient experience strategy and implementation playbook • Responsible for creating and fostering a strong partner ecosystem • Mentored new team members & provided healthcare expertise to the service delivery department

South Bend, In, Us

• Built the inaugural Client Success team - comprised of Client Success Managers & Client Success Advisors to support clients across all product lines • Defined & optimized clients' lifecycles by industry using journey mapping strategies • Drove client outcomes related to key moments, including: onboarding, adoption, support, advisory services, & ultimately retention & renewal • Advanced client experience tenets throughout the organization by leading cross-functional client advocate teams to create an holistic approach to improving client experience

South Bend, In, Us

• Developed the role of Client Success Advisor to support digital products. • Lead consultant for strategic client partnerships, cementing engagement and achieving trusted advisor relationship.• Crafted internal Client Success training programs to cascade client-focus culture throughout the organization.

South Bend, Indiana, Us

• Designed and implemented a multi-level Client Success organization. Including defining the roles, service expectations, department and individual goals, and accountability standards. • Led strategic employer client and health care provider relationships.• Crafted the client journey to deliver value and meet clients' business needs. Including sales to service handoff, onboarding, data acquisition, first insight, engagement, support, and consulting. • Developed cross-functional groups (e.g. business development, product, data scientists, analysts, and clinicians) to ideate and develop new product and service solutions. • Integral leader in blending new company acquisition into existing organization; including operations, culture, service, and product.

South Bend, In, Us

• Product owner for all of Press Ganey's patient experience survey products, representing the entire continuum of care and the source of the company's largest revenue. • Built and successfully launched several new survey products; which expanded the competitive footprint in the regulatory space, the post-acute, and ambulatory markets. • Worked holistically to lead cross functional groups across the company (e.g. Operations, R&D, IT, Client Success, Marketing, etc.) to design, build, launch, and support the patient experience product suite.• Prioritized short-term and long-term roadmaps,ensuring Product pursued the right problems and built the best client-focused solutions.• Led Client Advisory Councils, which informed new product development and ensured products met market needs.

South Bend, In, Us

• Strategically partnered with the nation's largest health systems to develop, implement, and track targeted patient experience improvement plans. • Delivered ongoing virtual and onsite consulting support to all levels of the client's organization to improve the delivery of patient care. • Analyzed patient experience data and identified key areas of opportunity to build into improvement plans. • Built and maintained relationships with key client contacts and senior leaders to deepen the Press Ganey relationship.

Us

• Promoted Madison Center services to targeted markets and referral sources, by developing new contacts and maintaining current relationships. • Built internal relationships with program clinicians, directors, and department leads to increase program awareness and internal admissions.

Prepared personalized medications for patients based upon practitioners’ prescriptions. Including oral suspensions, transdermal gels, capsules, and drops.