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Virtual-First Primary Care Pilot and Scale / Penn Medicine Lancaster General Health

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:


Landing page for pilot launch


Service blueprint and process maps

Patient communication

Metrics and methods to learn

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