Project:
Virtual-First Primary Care Pilot and Scale
Organization:
Penn Medicine Lancaster General Health
Challenge:
Access is a major problem in the traditional primary care model, where patients may wait up to several months to see their PCPs. A virtual-first model can provide improved access through telemed/hybrid visits, but the service needs to be designed to consider provider well-being, operational constraints and business ROI.
Additionally, once a pilot was launched, the next challenge was to use the learnings to scale the program system-wide while aligning various project teams -- including IT, operations, business strategy and marketing.
Role:
Lead Service Designer and Strategist
Responsibilities and Methods/Tools:
Agile/scrum framework
Business strategy alignment
Competitive intelligence
Communication strategy
Copywriting
Customer experience & journey mapping
Marketing
Operational alignment
Personas
Product vision
Project management
Qualitative and quantitative data analysis
Rapid experimentation
Service blueprints
Stakeholder engagement and strategy
Strategic roadmap
Workshops
My Impact:
Successfully launched a pilot in 3 months targeting hundreds of patients
42% of invited patients registered within the first six weeks
Currently leading the scaling of pilot to additional outpatient sites across Lancaster County and targeting thousands of LGH patients
