From Chaos to Clarity: The Definitive Client Engagement Case Study
Date: Wednesday, January 28, 2026
Time: 12:00 pm CST / 1:00 pm EST
Featuring: Eastern Shore CSB & Qualifacts
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Behavioral health organizations are under increasing pressure to do more with less — reduce avoidable rework, improve access to care, and deliver a better client experience without adding staff. In this case-study webinar, Eastern Shore Community Services Board (CSB) shares how they turned fragmented processes into a streamlined, measurable client engagement strategy.

By implementing Qualifacts’ Client Engagement solutions, Eastern Shore CSB modernized intake, communication, and follow-up workflows — keeping care moving, reducing delays, and improving operational clarity across the organization.

Join this webinar to hear directly from the team at Eastern Shore CSB as they walk through what changed, how it changed, and the tangible impact on day-to-day operations.

In this webinar, we will:

• Break down the highest-friction steps in client workflows — including intake, communication, and billing readiness — and show how Eastern Shore standardized them;
• Explore how automated reminders and follow-ups created a consistent client engagement cadence that reduced no-shows and drop-offs;
• Demonstrate how integrated client portal and telehealth workflows expanded access without increasing headcount;
• Show how accelerating signatures and statements in-portal helped maintain billing momentum and avoid downstream delays; and
• Share practical takeaways behavioral health organizations can apply immediately to improve efficiency and client experience.

Featured Speakers

Stephen Hopkins
EHR Systems Administrator, Eastern Shore CSB
Stephen has been with Eastern Shore CSB for eight years and manages all EHR configuration, reporting, virtual care, and client engagement solutions. With a background in Information Technology, he has successfully led the organization’s use of Credible and Credible Client Experience Solutions — driving meaningful improvements in portal adoption, engagement, and telehealth delivery.

Sarah Taylor, RN
Product Specialist II, Qualifacts
Before joining Qualifacts, Sarah spent 16 years as a registered nurse supporting mental health clients across emergency, crisis stabilization, and in-home care settings. She brings hands-on clinical experience and deep implementation expertise to her role, helping organizations maximize the value of Qualifacts’ EHR and client engagement platforms.