2015 to 2019

SENIOR MARKET RESEARCH CONSULTANT
BAYLOR SCOTT & WHITE HEALTH

Collected, analyzed, and interpreted intelligence on consumers (satisfaction, retention, loyalty, etc.), competitors, and the marketplace to help internal leaders develop strategic business goals concerning growth, service line focus, and community outreach programs. Determined the likely trends that would affect North Texas using patient drivers, trends, themes, and challenges in each of the BSWH healthcare markets. I extracted data from independent Internet searches, state databases, vendor data, financial data, customer relationship management, and analytical/marketing software. Assisted the moderator with primary market research involving the coordination of focus groups. Consolidated data into actionable items for leadership across the nonprofit provider healthcare system. Worked independently on moderate to high complex projects and communicated findings in written reports and presentations. Served as the corporate liaison tasked with monitoring operations of call center volume to a BPO third-party vendor.

• Helped attain, fiscal year 2018, 5% increase in the number of unique patients to BSWH facilities including organic growth into new market areas across Texas by managing data analysis for future partnerships and acquisitions of other hospitals, stand-alone ER facilities, and primary care offices.

• Forged productive relationships with clients including the marketing team, physician liaisons, C-suite executives, and clinical/non-clinical departments across the organization, delivering results from tracking competitive brand image and marketplace performance to support and guide strategic initiatives.

• Ensured third party contact center provided timely updates, insight on customer inquiries and meets satisfaction levels.