HealthTech CRM

Optimize costs by consolidating tooling.

The Challenge

Upon my arrival at NimbleRx, the operations organization was using 4+ platforms to accomplish any given task (issuing refunds, configuring a new pharmacy, etc.). When multiplied by the number of functional teams within the operations org, the number became egregious. With information stored in so many places, not only did completing tasks result in excess waste (time), but it also increased the number of use errors.

My Role

- Completed research on workflows via shadowing, dogfooding, and interviewing customer support agents.
- Wrote a requirements document for each phase of the project.
- Prioritized the work within an agile sprint framework.
- Completed User Acceptance Testing with stakeholders and subsequently trained them to the new workflows.

The Outcome

- 30% reduction in response time to patient support inquiries.
- $60k in annual savings by eliminating 4 manual dev tasks.
- 50% reduction in time needed to onboard a new pharmacy.

The Solution

Must Have

Consistent Design System

To mitigate use errors, a consistent design system is needed to create habits with the users.

Must Have

User Permissions

To protect patient information, only the necessary folks should have access to a specific patient's information.

Must Have

Auditing Capabilities

To ensure support agents are executing SOPs properly, there should be an audit tool available to track all changes made to patient or pharmacy profiles.

ShOuld Have

Delight

I always say "Happy people make for good product." Imagine looking at Windows 95 all day. No thanks.

The Output