Senior UX Researcher

• Oct 2023 - Present

User Experience Researcher

• Mar 2021 - Mar 2023

Founded the User Research function at Blend. Expanded research capabilities from usability testing to impactful mixed methods studies focused on both business users and consumers. Founded the User Research function at Blend. Expanded research capabilities from usability testing to impactful mixed methods studies focused on both business users and consumers.

User Experience Researcher

• May 2017 - Feb 2021

Collaborated with Design, Product and Engineering to create an intuitive and accessible healthcare platform that empowers physicians to deliver the best patient care possible. Collaborated with Design, Product and Engineering to create an intuitive and accessible healthcare platform that empowers physicians to deliver the best patient care possible.

Senior Implementation Consultant

• Jul 2013 - 2017

• Achieved and exceeded metrics onboarding 30 new medical offices monthly, and drove utilization of revenue building channels like e-Prescribing and lab ordering/sending • Created and managed customized project plans for over 60 medical practices per month to ensure a successful 60 day go-live • Consistent team leader in practice retention averaging 95% retention per month • Partnered with User Research to evaluate the success of Innovation Week EHR features by identifying… Show more • Achieved and exceeded metrics onboarding 30 new medical offices monthly, and drove utilization of revenue building channels like e-Prescribing and lab ordering/sending • Created and managed customized project plans for over 60 medical practices per month to ensure a successful 60 day go-live • Consistent team leader in practice retention averaging 95% retention per month • Partnered with User Research to evaluate the success of Innovation Week EHR features by identifying, recruiting, scheduling and interviewing participants • Analyzed monthly team statistics such as retention and partner connection rates; presented results to team to drive focus on improving team metrics • Trained and mentored new hires on implementation processes, sales strategies and objection management; scheduled their daily trainings and onboarding; provided coaching and support to ramp toward goals and build customer pipeline • Evaluated workflows of sales and implementation to redesign CRM form to improve the transition of practices. Created prototypes for approval and testing, managed progress from Operations on JIRA and prepared the team for usage upon completion • Managed webinar program for the Implementation team by scheduling sessions monthly, assigning hosts and analyzing feedback to drive attendance • Trained and motivated the implementation team to improve utilization outcomes for the EHR, successfully increasing the percentage of e-Prescribing providers on the platform from 49% to 58% in one month • Dedicated team expert for high impact releases such as Auth and ICD-10 transition. Attended product planning meetings, and educated team on background, expectations, and monitoring feedback upon release • Helped to create new implementation process for the team during department wide re-organization

Senior Account Manager

• Nov 2012 - Jul 2013

• Created and hosted online webinars for potential practices to help drive implementation of the EHR • Prepared account managers for new product releases through training and supervising before, on and after high impact releases • Researched obstacles to implementation for free clinics to help drive product improvement

Account Manager

• Oct 2011 - Nov 2012

• Managed the adoption and retention of hundreds of medical offices using Practice Fusion • Provided customer support via inbound calls, live chat and e-mails to adopt practices and drive retention • Hosted online user trainings using GoToMeeting and Join.me

Logistics Coordinator

• Jan 2010 - Oct 2011

• Coordinated all details for ten day educational trips for hundreds of students and educators • Negotiated vendor contracts to save company money • Managed call center for recruiting potential students and preparing newcomers for their travel • Created social media strategies to communicate with new students and alum, helping to retain participation among alum and increase monetary support from donors • Managed office including phones, e-mail, support, and outreach to community… Show more • Coordinated all details for ten day educational trips for hundreds of students and educators • Negotiated vendor contracts to save company money • Managed call center for recruiting potential students and preparing newcomers for their travel • Created social media strategies to communicate with new students and alum, helping to retain participation among alum and increase monetary support from donors • Managed office including phones, e-mail, support, and outreach to community partners Show less • Coordinated all details for ten day educational trips for hundreds of students and educators • Negotiated vendor contracts to save company money • Managed call center for recruiting potential students and preparing newcomers for their travel • Created social media strategies to communicate with new students and alum, helping to retain participation among alum and increase monetary support from donors • Managed office including phones, e-mail, support, and outreach to community… Show more • Coordinated all details for ten day educational trips for hundreds of students and educators • Negotiated vendor contracts to save company money • Managed call center for recruiting potential students and preparing newcomers for their travel • Created social media strategies to communicate with new students and alum, helping to retain participation among alum and increase monetary support from donors • Managed office including phones, e-mail, support, and outreach to community partners Show less

Americorps Intern for Child Health and Disability Prevention Program

• Feb 2010 - Dec 2010

• Recruited and managed volunteers for monthly dental screenings at Mission Neighborhood Health Center • Authored grant request bringing in $5000 of funding to the women and infant oral health department • Updated and maintained sensitive patient information for children and families • Conducted outreach and monthly support (in Spanish) to low-income families for better health outcomes of patients • Recruited and managed volunteers for monthly dental screenings at Mission Neighborhood Health Center • Authored grant request bringing in $5000 of funding to the women and infant oral health department • Updated and maintained sensitive patient information for children and families • Conducted outreach and monthly support (in Spanish) to low-income families for better health outcomes of patients

Substitute Teacher

• Nov 2009 - Jun 2010

•Directed classroom of 30+ students according to detailed lesson plans from teacher, often on short notice •Directed classroom of 30+ students according to detailed lesson plans from teacher, often on short notice

Research Analyst

• Jan 2008 - Sep 2009

• Co-authored published article covering research results from a study on the illness narratives and experiences of Hmong patients living with depression • Presented research at annual board meeting to the Society for the Study of Social Problems in San Francisco, CA • Collaborated with research team to analyze hundreds of patient interviews • Co-authored published article covering research results from a study on the illness narratives and experiences of Hmong patients living with depression • Presented research at annual board meeting to the Society for the Study of Social Problems in San Francisco, CA • Collaborated with research team to analyze hundreds of patient interviews

Lay Health Educator

• Jan 2007 - Nov 2007

• Interviewed participants to better understand how communication between doctors and patients affects patient outcomes • Educated participants on effective ways to communicate with their doctors with the goal of improving patients’ outcomes • Collected and maintained confidential data for study • Interviewed participants to better understand how communication between doctors and patients affects patient outcomes • Educated participants on effective ways to communicate with their doctors with the goal of improving patients’ outcomes • Collected and maintained confidential data for study