Ms. Hamilton leads consumer transformation at Ballad Health, advancing digital innovation, access and patient experience across more than 300 care locations serving rural communities. She spearheaded the launch of Ballad Health’s top-rated consumer app, enabling seamless scheduling, health information access and virtual care, and led enterprise customer relationship management implementation that earned the Virsys12 “Customer Success” award. Her initiatives are aimed at expanding online scheduling systemwide and increased digital engagement by 75%, while centralizing contact operations reduced redundant calls by 30%. Ms. Hamilton guided Ballad Health’s merger and rebranding, unifying a multistate network under one integrated identity and aligning cross-functional teams across marketing, communications and patient experience. Her leadership helped the organization achieve the Press Ganey “Guardian of Excellence” award and College of Healthcare Information Management Executives’s “Most Wired” health system designation, among other recognitions. Ms. Hamilton serves on national advisory boards for symplr, Hyro and Bounteous, serving as a thought leader in digital transformation and consumer experience.
