PASSIONATE ABOUT CUSTOMER SUCCESS
The Availity Advantage is a marketing and branding asset introducing new and existing customers to an array of products, services, tools, and benefits. Prior to the Availity Advantage, customers had a narrow understanding of what Availity is and how it can add value to their healthcare business. Highlighting security, support, flexibility, ease-of-use, and business intelligence, the Availity Advantage is credited with speeding adoption, eliminating call center costs, and growing customer base.
With exponential growth of its EDI intelligence gateway and clearinghouse business, Availity needed to scale without increasing cost or customer abrasion. Tammy's suite of self-service products, empowered customers to make the best decision for their business needs and perform the necessary setup without manual intervention. Previously, all setup required lengthy contract negotiations, costly support calls, and caused pipeline attrition. The self-service suite reduced attrition and costs and increased customer satisfaction. The EDI Clearinghouse products also raised revenue in excess of 450% of goal.
The patient-facing application won the One Show Golden Pencil award in 2016 for Best Mobile Utility in the User Experience category and was rated as Best Mobile App by Online Marketing Media & Advertising. As Product Owner, Tammy led an out-sourced design team from Digitas and an in-house development team through a redesign and re-engineering project, delivering a best-in-class mobile experience which increased customer satisfaction and engagement. The project was so successful and impressive the application was used by executives as an investor sales tool in advance of Teladoc’s IPO on July 1, 2015. The app has been downloaded over 700,000 times, with consistent customer reviews over four stars.