Tom Carroll

About Tom Carroll

I’m an executive product, growth, and experience leader with deep experience owning end-to-end customer & digital strategy and delivery in highly regulated healthcare. I build and scale digital healthcare platforms that members, prospects, and stakeholders actually adopt - with a focus on trust, safety, reliability, efficiency and operational reality.At Sharp Health Plan, I lead the roadmap and execution for customer-facing platforms including portals, self-service, shop & enroll, and online billing and payments, shipping HIPAA-compliant products at scale. I work directly with senior engineering and product teams making technical product decisions, prioritizing features against engineering constraints, and navigating compliance at the platform level.I also lead brand strategy, strategic communications, and go-to-market execution. I’ve built Sharp Health Plan’s market narrative and customer engagement strategies that drove industry-leading growth and recognition including the Press Ganey 2025 Human Experience Pinnacle of Excellence Award. I translate complex healthcare and technology concepts into clear, compelling narratives for members, providers, employers, brokers, regulators, and partners.Sharp Health Plan serves nearly members and is number one in market share in Covered California in San Diego. We are one of the fastest-growing Medicare plans in the country and partner with major government programs including CalPERS and FEHB.My work sits at the intersection of payer, provider, employer, broker, and member workflows within an integrated delivery system representing approximately 90 percent of our medical provider network. I understand where administrative burden actually lives, what workflows are operationally feasible, and how to balance innovation with operational reality.I’ve partnered closely with Epic’s Health Plan team, working directly with their health plan executive leadership and lead engineers on MyChart, Tapestry Link, Epic Campaigns, and HelloWorld. We built and operated our own payer instance as an early adopter, achieved industry-leading adoption rates, and served as institutional design partner informing Epic’s product roadmap.I thrive in high-ambiguity environments that require aligning stakeholders, making hard tradeoffs, and turning complex constraints into simple, trusted experiences. I’m especially interested in building AI-enabled healthcare products that reduce administrative burden while meeting a high bar for safety, reliability, and trust.

Experience

1. Director of Marketing & Customer Strategy

   Sharp Health Plan

   Jun 2014 — Present · San Diego, CA, US

   Executive leader with accountability for digital product strategy, customer experience, growth, marketing, and communications - reporting to CEO. Own roadmap, delivery, and performance of all customer-facing digital platforms.Digital Product & Platform:• Own end-to-end digital product strategy and delivery for digital platforms including portals, self-service, shop & enroll, online billing/payments, marketing automation and websites - shipping HIPAA-compliant products at scale• Partner directly with Epic’s senior engineering and product leadership on MyChart, Tapestry Link, Epic Campaigns, and HelloWorld as institutional product development partner shaping health plan product roadmap• Lead cross-functional execution across internal engineering and external partners, making technical product decisions and prioritizing features against constraints• Built and operate Sharp’s Epic/MyChart payer instance as early adopter with industry-leading adoption ratesGrowth & Market Leadership:• Scaled membership from to (4x growth) and revenue to over $1 billion• #1 market share in Covered California with 5/5 QRS rating and fastest plan growth• One of fastest-growing Medicare Advantage plans in San Diego (30%+ growth)- rated 5/5 stars• CalPERS growth of 11.3% 5-year avg vs 1.9% market avg, maintaining 44.6%#1 San Diego market share• Launched multiple EGWP and Individual Medicare Advantage products as well as entry into FEHBCustomer Experience:• Press Ganey 2025 Human Experience Pinnacle of Excellence Award• Highest member-rated health plan in California 10 years in a row; top-decile satisfaction across members, employers, brokers, providers• NCQA 4.5/5 (top 10% nationally); US News Best Insurance Companies California for Medicare Advantage• Large group retention 95.3%, small group 91.8%• Operate at intersection of payer, provider, employer, broker, member workflows in integrated delivery system (90% in-network providers).

Education

• The University of Georgia

  Bachelor of Arts (B.A.), Advertising

  1991 — 1995

Skills

• Brand Development
• Digital Media
• Strategic Communications
• Advertising
• Interactive Marketing
• Account Management
• Digital Strategy
• Social Media Marketing
• Media Buying
• Analytics
• Strategy
• Integrated Marketing
• Direct Marketing
• Online Advertising
• Marketing
• Creative Strategy
• Mobile Marketing
• Business Development
• Digital Marketing
• Relationship Marketing
• Email Marketing
• Marketing Communications
• Interactive Advertising
• Social Media
• Media Planning
• Creative Direction
• Brand Management