The Problem

As the company expanded its AI-powered digital therapeutics platform, it began onboarding health system clients with diverse workflows, data requirements, and clinical expectations. The organization lacked a standardized implementation framework, stakeholder communication process, and operational structure to support reliable pilot launches. Without clear processes, documentation, or cross-functional coordination, there was risk to customer satisfaction, revenue timelines, and long-term product adoption.

The Solution

I co-created and oversaw a comprehensive client implementation and pilot-launch program from the ground up, ensuring consistent, predictable, and high-quality delivery. Key components included:

Operational Framework & Structure

• Created a repeatable implementation process covering discovery, configuration, validation, launch, and post-launch monitoring.

• Established cross-functional communication channels between engineering, clinical, product, implementation, and client stakeholders to ensure alignment.

• Developed standardized client communication plans, status and metrics reports, and action logs to maintain transparency and trust.

Quality, Compliance & Stability

• Designed QA processes to validate product performance and clinical efficacy prior to pilot launch.

• Integrated SOC 2 and HIPAA-aligned processes into client deployment workflows, ensuring data handling and security met regulatory expectations.

• Captured and mitigated operational risks that could impact pilot outcomes.

The Outcome

The structured implementation and pilot-launch program resulted in:

• Clear requirement translation, enabling engineering to deliver client-specific features with few revisions and high quality.

• High client satisfaction, driven by clear communication, reliable timelines, and rigorous QA prior to launch.

• Repeatable and scalable onboarding, making it possible for the company to onboard multiple clients simultaneously as demand grows.

• Better internal alignment, with teams working with unified timelines and deliverables.

Knowledge, Skills, and Abilities

Operational Design & Process Improvement

• Building repeatable frameworks, procedures, and documentation to support scaling

• Aligned engineering, product, operations, and clinical teams around shared pilot goals

Client-Site Implementations

• Oversaw workflow discovery, stakeholder communication, and pilot readiness processes

• Facilitated client meetings, prepared status reports, and aligned expectations