Change Healthcare Provider Portal

Project Overview:

In collaboration with Change Healthcare, I contributed to developing a user-centric provider portal designed to enhance the healthcare ecosystem. The portal enables healthcare providers to efficiently manage claims, payments, and receivables tied to specific payers, facilitating better clinical and financial outcomes. My role centered on creating a cohesive digital experience that accelerates healthcare transformation and improves lives across communities.

Problem Statement and Approach:

The healthcare system’s complexity often results in inefficiencies in payment processing and claims management. Change Healthcare faced the challenge of integrating its various microsites and services into a unified platform that would simplify provider-payer interactions while maintaining flexibility for future expansion.

I developed a repeatable design and user experience strategy for the Adobe Experience Manager platform to address this. The goal was to create a consistent structure, navigation, and functionality across multiple sites while preserving each site’s unique identity. Additionally, I focused on optimizing mobile responsiveness to ensure a seamless experience across devices.

Solution:

Through practical innovation and integrated solutions, we streamlined payment workflows and improved provider-payer collaboration. The Settlement Advocate solution simplifies healthcare payment systems by consolidating payments and reconciliation, reducing unnecessary costs. National Payments Connector™ enhances efficiency by automating processes and eliminating manual tasks. At the same time, the Patient Billing & Statements solution engages patients with research-driven, easy-to-understand statements, boosting satisfaction and collections.

By establishing critical success factors for website organization, experience architecture, navigation, and visual design, I ensured a cohesive digital experience that meets current needs and is scalable for future growth.

TOOLS & METHODS

• Strategy and Concept Design
• Generative and Evaluative User Interviews
• Wireframe + Prototyping
• Usability Prototype testing
• Client Management
• Component Library
• Design System
• Tools: Pen & Paper, Adobe XD, Illustrator, Photoshop, JIRA