Zocdoc is a leading digital healthcare marketplace for in-person or virtual care. Each month, millions of patients use Zocdoc to search and book appointments with in-network doctors. Zocdoc also provides features for clinic reviews and ratings, reminders for upcoming appointments, and vaccine reservation. 

Zocdoc is free for patients and available across the United States via Zocdoc.com or the Zocdoc app for iPhone and Android.

I own the domain of user engagement and conversion. 

• Leading a 5-way split cancellation experiment with the engineering team to improve user journey experience, projecting a decrease of 5% in user cancellation

• Prioritizing 5 features to enhance clinical insurance data collection by building stakeholder consensus, aiming to increase user conversion by 4%

• Collaborating with data analysts and trouble-shooting unmet product metrics, proposing root cause analysis and future plans to C-Suite on my 3rd week

• Interpreting users’ cancellation reasons to improve metrics for post-cancellation engagement, cooperating with user researchers and designers to build UX with higher customer empathy, expecting to increase re-booking conversion.

• Building stakeholder consensus around the product roadmap and communicating the vision across the organization by hosting MBR (Monthly Business Reviews) and quarterly OKR planning

Skills: Data Analytics · UX Research · Optimizely · Looker (Software) · Product Management · Cross-functional Team Leadership · Product Design

PointClickCare is the leading North American cloud-based healthcare software for the acute and long-term and post-acute care markets. For over 20 years, the company has held the same vision – to help the world care for vulnerable populations. Recognized by Forbes as one of the Top 100 Private Cloud Companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Culture, PointClickCare leads the way in creating cloud-based software. With its recent acquisition of Collective Medical, PointClickCare solidifies its position as a high growth healthcare software provider, serving over 21,000 long-term and post-acute care providers and over 1,300 hospitals.

• Identifying Opportunities: Found users' unmet needs and enhanced the usability of rule-based intelligence for interaction of two clinical decision support products, which are estimated to be successfully merged within 6 months

• Development Lifecycle: Discovered +5 pain points in an ad-hoc process in the company-wise product development lifecycle, gathering iterative feedbacks from stakeholders and creating a 9-step implementation strategy within 3 months.

• Success metric: Incorporated prioritization parameters into product leaders' internal collaborative models, and set value-cost metric for future communication. This improvement is estimated to decrease at least 60% of people/time cost.

• Product Launch: Planned and led the pre-sale training section for the sales department, with detailed product overview and customer personas for a newly launched platform which provides life-science organizations with Real World Evidence (RWE) in the senior population

• Cross-functional communication: Collaborated with engineering, medical and marketing teams to develop robust analytics tools to help clients in areas such as payer engagement, medical value analysis and customer outcomes forecasting, creating a total quarterly revenue of $540K

• Customer Discovery: Interviewed 11 external pharmaceutical leads to collect the unsolved issues in the market and developed 4 go-to-market strategies which were adopted into the 2021 product roadmap

Novartis is reimagining medicine to improve and extend people’s lives. As a leading global medicines company, the company uses innovative science and digital technologies to create transformative treatments in areas of great medical need. In its quest to find new medicines, it consistently ranks among the world’s top companies investing in research and development. Novartis products reach nearly 1 billion people globally and it keeps finding innovative ways to expand access to our latest treatments.

• Data Analysis: Coordinated the data collection effort among surgeons and performed data cleaning to provide critical data points to data managers for drug analysis.

• Project Management: Trained 17 surgeons and 33 nurses on the protocol of data collection, ensured data accuracy which improved trial-completion rate from 50% to 85%

Specialized in medical strategy, medication commercialization and application

Publication:

• Lo, KY, Tseng, TN, Lin, SP, Liu, JM, Shih, TY and Cheng, KC. PVA/Dextran/Chitosan hydrogel with antimicrobial and biocompatible abilities in wound dressing. 2019. Cellular Polymers. 38:15-30.

• Lin, SP, Kung, HN, Tsai, YS, Tseng, TN, Hsu, KD and Cheng, KC. Novel dextran modified bacterial cellulose hydrogel accelerating cutaneous wound healing. 2017. Cellulose 24(11):4927-4937.

• Interdisciplinary graduate program integrating technical instruction from Carnegie Mellon's top-ranked School of Computer Science. Deep dive into business and marketing from the Tepper School of Business

• Curriculum: Product roadmaps and life cycle, Customer discovery, Customer acquisition, Market evaluation, Consulting and Conflict Resolution, Digital Service Design, Introduction to Machine Learning, and Public speech

• Grade: ．GPA: 3.6/4

• Selected as Lead of Departmental Student council

• Co-founded the BioEntrepreneurship Student Association

• Acted as senior tutor in Bizpro, the business consulting club

• Selected as senior tutor in bakery club

• Selected as teaching assistant in ballroom dance club