Case Study: Sharp Health Plan achieves streamlined service resolution and increased transparency with Smartsheet

Sharp Health Plan uses Smartsheet to improve how it serves members

Sharp Health Plan, a not‑for‑profit San Diego health plan and the highest member‑rated plan in California, needed to improve transparency, accountability, and efficiency across processes from regulatory reporting to service‑issue resolution. The Customer Experience and Improvement Team lacked a single, standard way to capture, track, and close issues, which led to ad hoc follow‑ups, duplicated work, and no central repository of past solutions.

Sharp Health Plan deployed Smartsheet to centralize issue submission (including confidential forms), automate alerts and ownership, and create dashboards for visibility across teams. The platform now supports service‑issue tracking, project management, regulatory reporting, and process‑improvement requests—driving full organizational participation, consistent positive participant feedback, clearer accountability, streamlined workflows, and better trend‑based decision making.

Sharp Health Plan

Sarah Calleran

Project Coordinator, Customer Experience and Improvement Team