Vice President, Web Strategy and Customer Contact Centers
Kelly Faley is Vice President, Web Strategy and Customer Contact Centers, at Sharp Healthcare in San Diego, California. She joined the organization in 1991. In her current position, Ms. Faley oversees the digital experience Sharp offers patients and consumers. She is responsible for the business strategy and content of Sharp’s patient- and customer-facing digital footprint including internal and external websites, patient portal, mobile applications and online presence.
Ms. Faley got her start in digital marketing in 1998. At Sharp, she and her team have implemented industry-leading physician search tools, classes and events tools, and highly successful patient portals. Sharp was an early adopter of social media and created a social media “command center” and online newsroom that significantly improved customer engagement and exposure in traditional media publications. As digital tools mature and all marketing channels become more integrated, Ms. Faley has led Sharp’s work to fully merge their online and traditional strategies and processes.
Her additional duties at Sharp include leading consumer, physician referral and nursing triage contact centers.