Development of Provider Engagement Strategy and Scale for PAC Advance

Role: Senior Engagement Manager

Full Project Story:

When I joined the PAC Advance team, the foundation for provider engagement was in place and was articulated in 7 slides, but the strategy needed structure, scalability, and heart. My goal was to transform a collection of ideas in a deck into a unified, repeatable framework that supported both internal alignment and long-term provider success.

I started by analyzing market feedback and provider pain points to guide our communication approach. With that insight, I redesigned the provider microsite in partnership with our marketing team, ensuring it was accessible, relevant, and aligned with what providers actually needed in their day-to-day work. I also launched an education program that combined webinars, onboarding sessions, and training materials to improve provider understanding and adoption of the PAC Advance platform.

Internally, I developed systems to make our own work more efficient and transparent. This included creating a provider engagement tracker in JIRA, standardizing communication templates, and implementing an escalation process for provider inquiries. I also established a dedicated SharePoint site and a cadence of internal education sessions to ensure other company teams outside PAC Advance understood the program and could better support its goals.

Impact: The result was a more connected, consistent, and scalable provider engagement model. Providers received clearer communication, more proactive support, and easier access to training and resources, leading to higher satisfaction and faster adoption rates. Internally, teams gained better visibility into performance, alignment across departments improved, and the program became well-positioned for future expansion.