About
Two people, seventeen years of industry, and no account management layer.
WTB Solutions is Heather Iacobacci-Miller and Jason Miller, in Little Rock, Arkansas. The person you talk to on the call is the person who writes the copy. There is nobody to hand you off to, which is the point.
Heather Iacobacci-Miller
Founder and content specialist.
Most healthcare content people came from marketing and learned the insurance business afterwards. Heather came from technical writing — nine years at Northrop Grumman, where a badly written instruction was a real problem — and then spent nearly a decade inside a Blues plan.
That order matters. It is why the plain-language work is disciplined rather than merely friendly, and why she can write a member letter that clears compliance on the first pass instead of the fourth.
She holds an MA and a BA in Professional and Technical Writing from the University of Arkansas at Little Rock, and has been a Certified Usability Analyst through Human Factors International since 2011.
- MA, Professional and Technical Writing — UA Little Rock
- BA, Professional and Technical Writing — UA Little Rock
- Certified Usability Analyst — Human Factors International, 2011
- HubSpot Content Marketing and Social Media, 2020
The seventeen years
Where the industry experience actually came from.
1999–2008
Northrop Grumman
Technical Writer 3
Nine years writing documentation where being misunderstood was not an acceptable outcome. This is the foundation the plain-language work sits on.
2008–2018
Arkansas Blue Cross and Blue Shield
Web content, then social and digital
Nine years and eight months in-house at a Blues plan. Built the ROI case that got social media approved at the executive committee, then ran the #TGFI campaign — 42% Facebook follower growth and a contribution to an 8% lift in 2016 private-option sales among millennial customers. Led content and IA on sales portal, provider network search, member portal, and career section redesigns.
2018–2020
Blue Cross of Idaho
Content consultant
The second Blues plan. Proof that the expertise travels between plans rather than being one organization's internal knowledge.
2020–present
USAble Life
Content and communications
Six ongoing years on ancillary lines — life, dental, vision, and disability. Renewed every year.
March 2020–present
WTB Solutions
Founder
Founded to do this work directly, for payers, practices, and the agencies that serve them.
Jason Miller
VP and analytics specialist.
Jason has more than twenty years in web content, analytics, and site development, and he is co-owner of the business. On website engagements he is the developer — he built the sites for Brasuell Law Firm and Smiley Technologies while Heather handled audience research, architecture, and copy.
It means we can quote content strategy and the build together. Content does not get written into a design that cannot hold it, and a redesign does not ship with the old confusion in a nicer typeface.
What we do not do
- Clinical or regulatory medical writing — that needs different credentials, and we will tell you so.
- Supplement, wellness, or MLM marketing.
- Bulk SEO content produced by volume.
- Work where the brief is “we need a writer” and nobody owns the outcome.
WTB Solutions was founded in March 2020 and is based in Little Rock, Arkansas. We work with clients across the United States.
Send us one document. We will show you the rewrite.
A free 30-minute plain-language audit of any member- or patient-facing document. We score it, mark it up, and walk you through what we would change. You keep the marked-up copy either way.