Director, Customer Experience at Fidelis Care
Ryan Goodenough is the Director of Customer Experience at Fidelis Care, the largest government programs-based health care plan in New York. He was previously the Director of Corporate Communications and Manager of Digital Content and Social Media Strategy.
Prior to coming to Fidelis Care, Ryan served as the Assistant Executive Director for Communications at NYSARC, Inc., the nation’s largest non-profit provider of supports and services to people with intellectual and developmental disabilities. He has also worked as the Director of Communications with the Workforce Development Institute in Troy, NY and the Director of Marketing and Communications at the American Institute for Economic Research in Great Barrington, MA.
Ryan is a communications and technology executive with extensive experience in direct marketing, digital content, and online community-building. He is an advocate for implementing emerging and innovative communications technologies, particularly in the field of cloud computing. His primary work experience is in the non-profit sector, mainly in health and human services. Ryan is an award-winning videographer, graphic design leader, and writer.
Explore my professional history and get to know the companies I worked at and the roles and responsibilities I've been assigned.
Director, Customer Experience | May 2016 - Present * Undertakes initiatives to continually improve members’ experience and enhance provider relationships * Provides overall project management of each initiative throughout all phases of its development and implementation * Develops comprehensive Return on Investment analyses for each initiative in order to obtain approval and support Director, Corporate Communications | Mar 2015 - May 2016 * Developed core digital initiatives and public relations strategies * Supervised the activities of public relations managers, a digital content specialist, database marketer, and writer * Oversaw the development of the organization's first mass messaging campaigns, including an innovative IVR-like text messaging system * Launched a digital fitness program for employees Manager, Digital Content and Social Media Strategy | Mar 2013 - Mar 2015 * Served as a major contributor to the complete redesign of the corporate website, including rewriting all content * Launched Fidelis Care's social media accounts, reaching over 40,000 likes on Facebook and 7,000 followers on Twitter * Worked with Marketing leadership and vendors to develop an innovative self-serve digital kiosk program, allowing people to get health insurance quotes while shopping at malls * Developed an incentive-based fitness program for the plan's members * Collaborated with partners in IT and Provider Relations to develop an enhanced provider directory tool
* Develop online galleries and websites for local artists, non-profit organizations, and businesses * Provide digital and social media consulting for Workforce Development Institute (WDI) * Implemented search engine optimization (SEO) for Iseman, Cunningham, Riester, & Hyde, LLP * Created a website for a start-up company that developed an alternative, environmentally-sound dredging method for immediate use in the Hudson River * Provided consulting services and technical support for University at Albany Auxiliary Services
* Provide communications and marketing support and advice to DSPANYS, a non-profit organization representing direct support professionals (DSPs) in New York State. * Designed a new DSPANYS website, www.dspanys.org, featuring a blog and social media integration
Assistant Executive Director for Communications | Jun 2012 - Mar 2013 * Maintained all communications and marketing outlets, including social media (Facebook, Twitter, etc.), website, press releases, e-newsletters, public relations, and a blog * Provided support and assistance to marketing, communications, technology, development, and public relations professionals around New York State, located in 55 county-based offices * Developed and implemented an innovative communications technology strategy for the state office * Redesigned a corporate sponsorship program to benefit the organization and help cover the costs of annual events, resulting in a 500% increase in sponsor contributions in the first year Director of Communication | Nov 2010 - June 2012 * Oversaw the implementation of a new website, resulting in a 75% increase in daily visits * Shifted existing newsletters to an electronic format through Constant Contact * Converted multiple databases into a single constituent relationship management (CRM) system * Directed the activities of the organization’s first development/fundraising consultant
* Provided communications services for eight regional offices, including speech writing, social media strategy, and graphic design * Created and maintain relationships with union leaders, members of the press, and politicians * Implemented a new SiteFinity-powered website for the organization, www.wdiny.org, featuring social networking integration, dynamic news updates, and a blog * Set up and transitioned the organization and its eight regional offices from a basic file server and POP email access to a new internal communications system powered by Google Apps
Director of Marketing and Communications | Dec 2008 - Feb 2010 * Designed and carried out an annual multi-million dollar marketing plan, including direct mail, search engine, and email campaigns * Maintained high response rates while increasing revenue per product by 28 percent and selling the most books in 15 years * Created new products for the organization, including editing, designing, and/or producing many of the organization’s new books and developing new electronic subscriptions *Raised membership to its highest total in 75 years through an ambitious marketing plan including 6 million pieces of direct mail and an aggressive search engine marketing campaign * Installed and managed the transition to a customer relationship management database, increasing order processing efficiency by almost 30 percent while capturing more information * Supervised the director of information technology, production designer, customer service department, and communications assistant, setting goals that aligned with the strategic plan Director of Communications | Jan 2008 - Dec 2008 * Wrote and designed direct mail letters and increased the response rate to a four million-piece campaign by twenty percent * Increased website traffic by 300 percent and online sales by 400 percent over the previous year through online-only sales, regularly updated content, and new worksheets and tools * Directed the activities of public relations advisors, printers, and a name list vendor * Designed reader satisfaction and former member surveys and helped guide focus groups Marketing Assistant and Internet Project Intern | May 2007 - Dec 2007
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Hear what some of my clients and colleagues have to say about me after working together on various projects throughout my career.
Ryan developed an SEO plan for our firm website. He is extremely knowledgeable on this topic and took the time to translate what he knows to our situation. He also understands the importance of meeting deadlines and staying on budget.
Ryan's detailed knowledge in web designing moved our project forward in a process that resulted in excellent results in a controlled time frame.
Ryan Goodenough is a strong communications professional who understands the importance of clear and impactful frames to broadcast messages. His knowledge of social media, brand marketing and methods of reaching mutliple users has made our work at the Arc of Westchester better and highly recognizable. The NYSARC brand has higher visibility than it was two years ago.
Ryan is a very bright, motivated individual who brings innovative concepts and solutions to his work on a daily basis.
The developmental disabilities field in New York is vast, and it requires a very talented person to communicate to different stakeholders effectively, and anticipate future needs. Ryan takes a very thoughtful approach to communications, and always impressed me with his desire to expand the ways in which were sharing information with - and responding to the concerns of, individuals - families and employees we served. Ryan has a knack for building relationships and partnerships that help achieve his goals. It was always a pleasure to work with Ryan because, in addition to thinking creatively, I knew that with his guidance and involvement, we would come out in the end with a product we were proud to share.
Ryan is a dedicated professional who gets things done. He works well independently and as part of a group. I have worked with him in his role as the leader of a statewide group of professional staff from several organizations and the results have been remarkable.
I have worked with Ryan in my role as a member of the Board of Governors of NYSARC on a number of different areas including membership, scholarships & awards, public information, and strategic planning. Ryan is insightful, open-minded, proactive and enthusiastic in everything he does. He would be an asset anywhere his career takes him!
Ryan was tasked with rehabilitating an old and outdated website and bring to the agency a modern and effective means of outreach and information to a state wide constituency. This he did very effectively, completely redesigning the web page and developing an email newsletter from scratch which drew wide appreciation and was very effective. Ryan is very personable and professional in his job, and has been instrumental in assisting staff to increase their knowledge of modern and innovative communications tools.
Ryan was hired as WDI's Director of Communications. In a short period of time he led the team that redesigned the website and also brought many new ideas to the organization about ways we could better communicate with our clientele. One example was the introduction of social networking tools like Facebook and Twitter. He also did a lot to help us brand our communications; standardized formatting for handouts, PowerPoints, etc. Ryan brought many 21st century technology tools and ideas to WDI.
Ryan worked as Director of Communications at WDI - he really took the organization to the next level with the website, social networking and helping to develop the organization's message. Ryan will be an asset where ever he works; he is dedicated, talented, smart and has a sense of humor. We wish Ryan all the best in his new position and miss him at WDI already.
Ryan is a wonderful asset to WDI. Since he started here, he instituted many welcomed communications tools which greatly enhanced my ability to introduce WDI to a wider audience. His knowledge base is vast, yet he is able to listen, evaluate and balance a truckload of information, and come up with solutions that work for greater good of our agency. I'm appreciative that he is an integral part of the leadership team meetings as a youthful yet rock solid resource.
Ryan is a brilliant, passionate and dynamic leader. He quickly grasps new concepts, tirelessly researches new approaches, coolly evaluates their merits and weaknesses and quickly arrives at a plan for implementing them. At the same time, he will get the most he can out of the tools that he has. Maximizing the direct marketing tools he was given, Ryan still managed to break all previous membership records at our organization. Ryan also excels at getting the most out of those who work with him, leading through encouragement and example, building bridges and strengthening lines of communication. He is a tremendous asset and I would happily work with him again.
Ryan is one of the most ambitious people I have ever worked with. He is never afraid to dive into any project headfirst, throw everything on the table, entertain all participants’ ideas, and ask the big questions. His pragmatic outlook and enthusiasm make him a natural team leader. Ryan's technical prowess is a powerful asset that will help any company stay up-to-date on the lasted technologies. Not only is he hardworking and highly intelligent, he is a pleasure to work with.
It was a great privilege to work with Ryan at the American Institute for Economic Research where he was a valued member of our executive management team. He is a man of high integrity and intelligence who works with passion and enthusiasm. I had the pleasure of working with Ryan on a variety of projects ranging from high level strategic planning and implementation to basic production and fulfillment. Ryan excelled at all levels and at every project assigned to him. Ryan possesses a rare combination of superior personal, communication, and technical skills. I hope to have an opportunity to work with Ryan again.
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