Optum Sr UX/CX Lead
RESPONSIBILITIES
• Led UX efforts for order management, reporting, permissions, monitoring, replay orders, and administration tools.
• Created workflows supporting operational users responsible for managing data exchange processes.
• Designed status monitoring and troubleshooting experiences for healthcare transaction processing.
• Collaborated closely with engineering teams to ensure scalable and efficient user interfaces.
• Developed prototypes and specifications supporting workflow automation and operational visibility.
• Improved usability of complex enterprise tools used by support and operations teams.
• Conducted design reviews and iterative refinement sessions with stakeholders and developers.
DELIVERABLES
Operational dashboards • Monitoring tools • Order management workflows • Reporting interfaces • Permission management screens • Replay order experiences • UX specifications • High-fidelity prototypes
Optum
Front Office Agent
The Challenge: Front Office Agent needed to simplify complex healthcare front-office workflows while bringing multiple tasks, data sources, and patient information into a single experience. The challenge was to integrate AI in a useful and trustworthy way, helping agents quickly understand context, surface relevant information, and determine the next best action without disrupting their existing workflow.
The Result: A streamlined, AI-assisted front-office experience that brought critical information and actions together in one place. The solution reduced the effort required to find information, guided agents through complex interactions, and helped them respond more quickly and confidently while maintaining transparency and user control.
Optum
Enterprise Clinical Content
The Challenge: ECC users needed to navigate complex healthcare workflows across multiple systems while managing large volumes of clinical information. The challenge was to simplify these fragmented experiences while thoughtfully integrating AI to surface relevant insights, reduce manual effort, and support better decision-making without sacrificing clarity, trust, or user control.
The Result: A more unified and intuitive ECC experience that simplified complex workflows, improved information hierarchy, and established consistent interaction patterns. The redesigned experience helped users find critical information faster, understand what actions were required, and complete their work with greater clarity and efficiency.
Optum
National Clinical Clearinghouse
The Challenge: NCC/OCDC users needed to manage high volumes of complex clinical order data across fragmented workflows. Finding orders, understanding status, troubleshooting issues, and moving between operational and administrative tasks required a clearer, more consistent experience.
The Result: A streamlined enterprise experience that unified order management, monitoring, reporting, and administration. Reusable design patterns and clearer information architecture made it faster for users to find work, understand order status, resolve issues, and navigate complex clinical workflows.
Ritchie Bros
EquipmentONE
Responsive Website Redesign
The Challenge: Redesign of an auction website implementing a responsive design using best UX practices to create a consistent usable experience for both experienced and novice web users. Designs and features were driven by user interviews and business needs.
The Result: EquipmentOne.com has consistently grown in both revenue and online auction participation.
MSA
EDITLIFE Transplant Management System
The Challenge: Create a Human Organ Transplant Management System. This project was created in conjunction with the Mayo Clinic, who worked as our development partner and initial customer.
The Result: The EDITLife™ TMS manages complex workflows and tracks patient care throughout the entire BMT and Solid Organ transplantation processes. The TMS makes a difference in how a clinic functions by enhancing clinical decisions, improving quality assurance, increasing productivity/efficiencies and reducing exposure to citations. By streamlining the transplant process, EDITLife allows you to focus on what matters most: patient care.
Highmark
Reform Impacts to Member Website
Digital Design Recommendations
October 2013 Release
The Challenge: Government mandates affected how insurance was sold at the end of 2013, as a resut of the new government mandates affordance needed to be made to account for both per-effectuated and effectuated members. Different experienced were dictated by the status of the member.
The Result: Allowing people to seamlessly enroll and register on the Highmark member portal and continue the great service provided by Highmark in a timely manner.
Reform Impacts to Member Website.pdf
Highmark
Versata
Reskineed Tranzax
The Challenge: To provide guidance and specifications to the development team so they could preform an update to the branding patterns on an internal Highmark system.
The Result: This created a more seamless experience between Highmark platforms including backend systems and member facing web portals.
Highmark
United Concordia
Dental
The Challenge: To provide guidance/specifications to the development team so they could preform an update to the branding patterns on Highmarks dental provider, United Concordia.
The Result: This created a more seamless consistent experience between Highmark brands, in an effort to align all Highmark portals.
United Concordia Dental Annotated Branding.pdf
Highmark
My Benefits
The Challenge: I worked in collaboration on this project with the MAYA group. This was the first project implementing the current patterns.
The Result: This was the initial pilot of the new new patterns and was exteremely successful. This project paved new ground and started the work towards a unified experience within the various Highmark portals.
Gateway Health
The Challenge: To create an entire post password experience with limited guidance/requirements. I created a robust clickable Axure prototype in under a month and presented it to the client.
The Result: The project was secured with the client. This ultimately led to additional sow’s for SDLC Partners. Please note the prototype only has specific functionality, use the site map on the left for additional navigation.
Gateway Health clickable prototype