Scaling a Statewide Digital Health + Community Health Worker Model Across 14 Organizations

Context

Partnered with TennCare (Tennessee Medicaid) to implement a $7M, multi-year initiative deploying a technology-enabled Community Health Worker (CHW) care model across 14 healthcare and community-based organizations.

The environment was highly complex, with significant variation in clinical workflows, technology infrastructure, and organizational readiness.

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    The Challenge

    - Aligning 14 organizations to a standardized implementation model to drive consistency and scalability

    - Significant variability in technology adoption, workflows, and program execution

    - Limited visibility into outcomes, performance, and risk across a multi-organization environment

    At the same time:

    - Required coordination across state leadership, health systems, and community-based organizations

    - Needed to demonstrate measurable outcomes and long-term sustainability

    - Success depended on driving consistent adoption and performance across all sites

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    Leadership

    - Led enterprise customer success and implementation strategy across the full customer lifecycle

    - Owned executive relationships with TennCare and partner organizations

    - Directly managed key organizations while overseeing a team of Customer Success Managers responsible for additional accounts

    - Aligned cross-functional teams across product, clinical, operations, and data to drive coordinated execution

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    Outcomes

    - TennCare extended funding into a third year, reflecting demonstrated value and program impact across participating organizations

    - Achieved 12 of 14 organization renewals, with 2 expansions, strengthening long-term partnership growth

    - Enabled organizations to leverage technology and performance data to drive more informed, data-driven improvements in care delivery; those utilizing the AI Scribe feature saw increased efficiency in documentation and workflows

    - Successfully scaled a consistent, statewide model, improving adoption, care coordination, and program performance across diverse organizations