Designing a Scalable Referral Service

Written By Colleen Clark

Draft blueprint of referral service

Timeline 2022 - 2023

My Contributions

  • Project lead

  • Conducted in person site visits and completed ethnographic studies

  • Led remote moderated tests

  • Synthesis of research findings

  • Prototyping of service

  • Co-design and facilitation of workshops

  • Created and launched playbook for account management

Location New York; Florida; remote

Employer profile Mental health start-up providing virtual care nationwide to over 12,000 active patients.

The Core Team

Samson Walla (Senior Vice President of Strategic Operations)

Maggie Schell (Director of Strategic Initiatives)

Emily Fulmer (Director of Business Development)

Project Context

With a drastic increase in patients reporting mental health symptoms, health systems struggle to connect patients with psychiatric care. Their internal providers have over a year wait and private practice psychiatrists often do not take insurance. Despite accepting insurance and short-wait time, this virtual practice struggled to build awareness and momentum with receiving referrals. I led discovery efforts on how to receive referrals from health system partners as well as how to build awareness of the referral service and make it as streamlined as possible.

Key results

  • Over 19,000 referrals in under 18 months

  • 4x increase in revenue

  • 3.6 higher patient conversion than the practice average

Colleen Clark
Next

Patient Onboarding Pain Points