Founded in 1935 by a single patient, the Glenview, Ill.-based American College of Chest Physicians is a nonprofit medical society representing nearly 19,000 members in more than 100 countries. They include specialist physicians and allied health professionals working in pulmonary, critical care and sleep medicine; thoracic surgery; cardiorespiratory interactions and related disciplines.
CHEST leaders knew the association’s technology needed an update across the board, including its website, LMS, AMC and financial systems. There were many internal and external indications that the organization could improve its efficiency and improve and simplify the way the CHEST community engages with the organization online. It also was time to evolve its membership model, becoming less of a physicians-only organization, and more about the delivery of team-based care and great patient outcomes.
.orgSource helped CHEST draft an information and technology plan, which would not only provide a strategic underpinning for the new website but also establish a framework for designing and implementing critical building blocks necessary for delivering optimal technology solutions to members.
During the four-year endeavor, a cross-functional team of leaders worked together to choose optimal technology solutions for internal and external customers. In 2012, major system updates and integration were put in place, including new enterprise content management; learning management and collaboration systems; and a new publications platform, as well as the new taxonomy and a system to support multifaceted search features on the website. Once all the building blocks were in place, CHEST’s website, was launched in February 2013. Shortly thereafter it moved to a new built-to-suit headquarters building.
Not all organizations have the fortitude to take on significant initiatives simultaneously, but CHEST leadership felt this synchronization of technology and operations was essential to achieve a 360-degree view of the member.
The synchronization and roll out of the technology is paying off in spades. From improved membership renewal processes to pushing out product and service recommendations, the expectations and adoptions of the new technology are high.
Along with implementing new technology, CHEST launched a new membership model, leading to higher retention while increasing membership across every targeted growth segment—from non-physician health care professionals and industry members, to global members and all levels and types of clinicians in training.