Taylor Watson
Richmond
Summary
People-centric, passionate member experience and operational leader, looking for a full-time opportunity in a disruptive, mission-driven organization.
Overview
10
10
years of professional experience
Work History
Associate Director, Member Experience & Operations
Twin Health
04.2021 - Current
- Lead the Member Experience team at Twin Health, reporting to the VP of Member Operations.
- Built the member experience function from the ground up, scaling from a starting member base of 40 to over 25,000 members, with a dedicated staff of 5 FTEs.
- Monitor and maintain best-in-industry NPS and customer service scores, consistently maintaining above 80 at scale.
- Direct responsibility over white-glove call center support, member retention, and engagement strategy through human and AI interventions, Twin's community offering, and VIP program as a critical sales and investment lever.
- Work cross-functionally and strategically across clinical, operations, finance, and product to develop scalable enhancements based on member feedback and operational requirements.
- Developed all operational protocols, SOPs, and inputs for the staffing model to inform hiring requirements by member targets.
- Executed a high-profile VIP onboarding program for a top-tier prospect, resulting in a successful business partnership with one of the nation's largest integrated healthcare networks and health plans.
- Operationally executed critical re-engagement efforts aligned with over $1M COGS savings and ~50% member re-engagement rate at initial dormancy
- Lead service recovery and member retention efforts to improve member satisfaction metrics and retain members at risk of churning through targeted interventions
- Responsible for creating organizational efficiencies while pivoting frequently to execute member acquisition or service recovery efforts to meet the needs of the business
- Oversee ongoing workflow and AI enhancements as the company evolves to move from spreadsheets to systems, developing automations for operational scale
- Own a cross-functional "Voice of the Member" monthly forum to provide insight through analysis of top member feedback and grievance themes across all areas of the business
Sr. Account Manager
b.well Connected Health
10.2020 - 04.2021
- Hired to own major DC-area health system account
- Account manager for business deliverable to develop and execute a white labeled best-in-class UX consumer app for this health system's patient-base
- Stood up the scheduling experience for COVID vaccination availability and scheduling, dealing with complex logic around availability and eligibility, while facilitating a simple UX
- Revamped the existing customer support Zendesk platform configuration to more effectively meet high demand of patient needs and accurately report volumes and topics to the client
- Worked cross-functionally between operations, implementation, product, analytics, and data to articulate and meet expectations by the client in a timely and effective manner
Director, Clinical Implementation
Advantia Health
04.2019 - 10.2020
- Managed end to end implementation for Advantia's newest women's health concept, Liv by Advantia Health (first build vs. buy concept for the organization).
- Tracked deliverables, progress, and manage all functional leads across critical work streams within Clinical, Operations, and Member Experience
- Liaised between all internal / external owners and the Chief Medical Officer.
- Served a key role in concept creation, business case, and program development for the new vision for women's health in Washington, DC.
- Led marketing, member acquisition, and community partnership efforts to generate buzz and community buy-in, including copyrighting and email campaign execution.
- Created content and pitched materials for board approvals and external audiences.
- Lead and managed the internal support team, empowering the team's success and growth (team of 3).
- Founding member and executive leader of diversity and inclusion task force.
Project Manager
Evolent Health
12.2017 - 04.2019
- Supported Healthplan COO in Chief of Staff functions as listed in role below (sans administrative support).
- Organized and managed internal PMO, along with all aspects of Medicare Advantage health plan implementations across 5-10 works treams at any given time.
- Ran new health plan implementations in three new markets simultaneously: New Mexico, New York, and Indiana.
- Gathered and tracked all functional work stream milestones for end to end project plan in Microsoft Project and Confluence.
- Managed teams cross-departmentally to meet CMS (regulatory)-dictated deliverables and partner expectations.
- Created client implementation kick-off content, and facilitated all on-site and remote meetings / associated logistics.
- Served as account manager to partners for new markets, with a strong focus on client management and satisfaction
Executive Assistant / Chief of Staff
Evolent Health
08.2015 - 12.2017
- Served as a liaison between the department leader and his six executive-level direct reports, working autonomously towards achieving corporate goals.
- Managed complex projects, some confidential in nature, in an organized, efficient, and fast-paced manner.
- Conducted follow-up meetings with key stakeholders and work stream leads, while also owning all large leadership calls.
- Consistently interacted with senior leadership, and developed working relationships to build trust, get answers, and push projects forward as quickly as possible.
- Displayed extreme flexibility and was able to pivot quickly as strategy constantly shifted.
- Delegated to others on behalf of the COO regularly, based on leadership priorities
- Facilitated complex Monthly Operating Review (MOR) meetings, from compiling prep materials, driving timing and agenda, and tracking follow-up items.
- Managed and updated complex priority lists used by the leadership team, leveraging KPI's to focus efforts across the leadership team.
Education
B.S. - Business: Hospitality Management
Florida State University
Tallahassee, FL04.2011
Skills
- Project Management & Plan Development
- Customer Service / Hospitality Management
- Clinical Operations
- Team Leadership
- Google Suite
- Slack & Microsoft Teams
- Salesforce
- Zendesk
Timeline
Associate Director, Member Experience & Operations
Twin Health
04.2021 - Current
Sr. Account Manager
b.well Connected Health
10.2020 - 04.2021
Director, Clinical Implementation
Advantia Health
04.2019 - 10.2020
Project Manager
Evolent Health
12.2017 - 04.2019
Executive Assistant / Chief of Staff
Evolent Health
08.2015 - 12.2017
B.S. - Business: Hospitality Management
Florida State University