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PRODUCTS DELIVERED
 

1. Member and provider servicing journeys:
   Delivered end-to-end experiences spanning eligibility verification, enrollment and onboarding, benefits visibility, document capture, case status tracking, and service and support. Paired member- and provider-facing journeys with internal tooling for claims adjusters, operations teams, and care and billing staff.
    

2. Claims and payment-adjacent workflows as a product:
   Productized intake and triage, document workflows, decision checkpoints, exception handling, and payment and disbursement status so workflows are consistent, measurable, and explainable.|
    

3. Operational parity tooling:
   Built role-based workbenches for claims examiners, utilization and benefits operations, and support teams, including queue management, standardized dispositions, reason codes, and escalation paths.
    

4. Performance and transparency surfaces:
   Delivered dashboards translating workflow state into operational outcomes, including cycle time, aging, pend reasons, rework rates, appeals, escalations, and call drivers.

 

ENGINEERING & GOVERNANCE 
 

• Auditability and traceability embedded in workflows:
  Implemented deterministic state machines, document provenance, least-privilege RBAC, immutable audit trails for decisions and overrides, and controlled change gates aligned to regulated production environments.
   

• Compliance expressed as UX and system behavior:
  Designed disclosure and decision transparency patterns so users and operators can clearly see what the system decided, what data was used, and what actions are required when inputs are incomplete or contradictory.
   

• Data integrity as product acceptance criteria:
  Established data contracts covering freshness, completeness, and allowed-use, alongside exception taxonomies and measurable quality signals tied directly to release readiness.
   

• Integration reliability standards:
  Codified API specifications, event schemas, and SLOs so upstream and downstream partners do not break servicing and payment flows at scale.

 

PRODUCT MANAGEMENT & ENABLEMENT 
 

• 0→1 Incubation:
  Led structured discovery with claims and benefits subject-matter experts, translating operational reality into shippable increments through service blueprints, workflow maps, PRDs, and measurable outcomes.
   

• 1→n Scaling & Enablement:
  Built launch playbooks, training and communications, support models, and rollout gates across teams and regions. Instrumented adoption, self-service completion, and deflection KPIs.
   

• Operating Model and Portfolio Governance:
  Implemented intake and prioritization, decision forums, KPI trees, and ProductOps cadences tying roadmap execution directly to cycle time, rework, appeals, and operational load.
   

• Long-term roadmap and portfolio strategy:
  Defined and owned a multi-year product and platform roadmap for insurance and benefits servicing, sequencing eligibility, claims, billing, and disbursement capabilities toward increasing levels of automation, transparency, and cost efficiency. Balanced near-term operational improvements and compliance obligations with long-term platform evolution across interoperability, data quality, self-service enablement, and AI-assisted decisioning. This approach ensures servicing operations scale sustainably while improving member and provider experience.
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OUTCOMES
 

• Operational Efficiency: Claim and servicing cycle time ↓ · Aging ↓ · Pend reasons ↓ · Document rework ↓ · Cost-to-serve ↓

• Experience: Self-service completion ↑ · Call deflection ↑ · Status transparency ↑ · Escalations ↓