Chris Camp

3 months! Been helping out with AFTs

I've built Answers Free Trials for a dozen or so customers, including Liberty Mutual, Springfield Clinic, Wesleyan Assurance Society, Maxim Healthcare, and others.

I built an Answers experience for Springfield Clinic, which includes a fairly robust Doctor Finder with various filtering options. The customer really loves the way the functionality works and looks, and they immediately replaced their "Find a Physician" experience on their site with Answers. We're working on tweaking the implementation a bit, but you can view it here. I'm excited about using this as a way to gather even more data from them and to keep improving their doctor finder.

It's been really interesting talking to healthcare clients during COVID and trying to understand the various things they are trying to optimize for. Many are desperately trying to get information out about COVID protocols, some are hiring, some are trying to point people toward telehealth, and some are trying to solicit donations. What's been really cool is that, no matter what a customer is trying to optimize for, Answers can help. It's really underscored the value of the product and has allowed me to become a better and more compassionate partner to our customers, as we try to help them through these pretty difficult times.

Answers frequently evolves and changes, which forces admins to learn new skills and systems really quickly. This is one of the more challenging parts of the job, but also one of the most rewarding, since we're constantly learning and improving our processes. One interesting byproduct of this is that, even as one of the newest members of the team, I may be the most experienced with a brand new part of the product and may be able to help answer questions for people who have been on the team much longer than I have. I still very frequently turn to others on the team for help, but it's been really awesome to be able to give some of that back in turn.

For Liberty Mutual, they had no centralized way of pulling FAQs, since they were scattered across different web pages in fairly inconsistent formats. I ended up creating a simple Excel FAQ parser, where they could copy/paste all their FAQs into a spreadsheet, and it would automatically parse them out into an uploadable format. This allowed the customer to overcome their objections about it being difficult to compile data, and it actually ended up giving them more time to devote to gathering more important data like Products and locations, which will generate more revenue for them and help us convert the AFT down the line. Initially, this felt like a pretty monumental task for a large organization with a fair amount of internal hurdles, but I think our ability to work with the customer on gathering data was really valuable and helped move the AFT along.