Member Onboarding and Network Service Experience
Experience Strategy, Direction, and Implementation
Create a multi-channel onboarding experience strategy for new VHAN members and experience guidance for network-facing staff.
OBJECTIVE
“Tell me and I forget. Teach me and I remember. Involve me and I learn.”
- Benjamin Franklin
Vanderbilt Health Affiliated Network is comprised of provider members from various organizations who work together to meet quality metrics and improve the health of the community and region.
Create a multi-channel onboarding experience for new VHAN members, ensuring they grasp the foundational value and resources inherent in their membership, thereby reducing the need for labor-intensive member re-engagement efforts, as well as encouraging the application of value-based care principles to benefit their patients. Collaborate with network-facing staff to develop a user-friendly system that aligns with their expertise and technical capabilities to promote involvement and continuation of the dynamic member experience.
Before we could re-engage existing members, we needed a way to ensure the flow of onboarding members would not create a continual flood of damage control work.
The onboarding system aligns communication across all channels and creates a foundation for future engagement and operational network improvements.