A Q&A with Bridge’s Customer Experience Manager

Tiffany Case joined the team in November 2020.

Q: Tell us a bit about yourself.

Throughout my education journey, I was torn between my interest in the sciences, a field that continuously pushes towards innovation and improvement, and my natural gravitation towards communication and the value I received through bringing people together and building positive outcomes. From studying biology and mathematics at Queen’s University to then moving to Toronto to pursue an education in event management, I finally landed on the perfect marriage of both—medical communications. 

Q: What are your main responsibilities as a Customer Experience Manager?

My focus within Bridge is with our Engage offerings, which centres on the planning, development, execution of consultancy and the follow-through on future tactics based on the engagement’s key insights. From supporting the team in project management to managing the meeting logistics, my central role is being the key liaison with healthcare professionals. Whether an educational program, advisory board or consultancy meeting, I am here to ensure it goes off without a hitch through positive engagements and meaningful participation. 

Q: Tell us about the pivot to virtual events. How has this affected your work?

I used to do everything from booking hotels and flights to AV and catering coordination, but now I have become the queen of Zoom. And while the action of “booking” a Zoom meeting may be more straightforward, we are now faced with the challenges of screen fatigue. How do we keep our advisors engaged? How do we deliver the data and build time for impactful discussions with shorter meeting times? How do we guarantee meaningful participation every time? 

We’ve had to quickly retool our offerings to ensure the engagement meets the need. This, in turn, means taking every engagement as its own by customizing the program and its delivery modality with the user experience as the primary focus. In the end, we are delivering simple, engaging, and meaningful events where no two are the same. 

Q: What interests you most about medical communications and the work that you’re doing with Bridge?

I’ve always been driven by the power of communication and the magic that can happen when bringing the right people into a space that fosters openness, insight generation and productivity. This is how positive change can happen. And to be able to marry that into the healthcare industry, something that genuinely affects each of us, is a match made in heaven. It’s been really exciting joining a team that shares that same enthusiasm and is pushing the traditional consultancy landscape to generate critical conversations with healthcare professionals and patients, drive innovative thinking, tactical outputs, and ultimately improved patient outcomes. 

Q: What industry matter has your attention right now? 

I am fascinated to see how we can continue to leverage technology to alleviate pain points within the Healthcare system. Don’t get me wrong; I’m itching to be live again. However, being forced to learn, adapt, and solution in this virtual world has enabled an industry (where faxing was still common) to lean into technology. I see great potential to utilize technology, perhaps in the form of apps, to provide patients with increased access to information, self-monitoring of condition and ownership of their treatment path.  

Q: From your time at Bridge, what project are you most proud of?

I’m most proud of a series of consultancy meetings on the topic of post-fracture care. This is an area that affects so many—I would be amazed if you could say you’ve never known someone who suffered from a fracture. And did you know that the risk of mortality more than doubles within the first year after fracture1? This is why post-fracture care is so critical, but that’s traditionally a sector faced with more challenges than support. Throughout the consultancy meetings, the conversations shone a light on current challenges, while delivering important insights about the type of support needed and solutions to improve patient outcomes. The advisors brought passion and optimism, and from this, we are looking to continue, not only the conversation, but also start actioning on tactical solutions to see real change. 

Q: What’s been the most valuable lesson/skill that you’ve learned working at Bridge so far? 

Pushing the envelope and not being afraid to challenge the status quo. It’s refreshing being part of a team that continuously wants to self-improve and rethinks how we do things. And in return, we ask the same from our partners and their programs. It’s through pushing innovation, both internally and externally, that positive change will be achieved. 

Q: Have you picked up any new hobbies during quarantine?

I’ve leaned into cooking during this quarantine. While it’s something I’ve always enjoyed, having the extra time and being around my family has motivated me to practice this outlet regularly and explore new cuisines. I’m also so itching for the summer, as I can’t wait to get back out on my paddleboard.