Senior Product Manager · Healthcare & AI

15+ years turning complex healthcare problems into products people trust

I build AI-enabled experiences, omnichannel platforms, and self-service products at the intersection of enterprise technology and human-centered design. Based in Louisville, KY — open to remote.

Conversational AIOmnichannel StrategyMember Self-ServicePayments & Billing UXHealthcare & PBMAgile / SAFeCross-functional LeadershipDigital Transformation
15+
Years PM experience
~40%
After-call work reduction via AI
7-fig
LTV impact from billing redesign
3.5%
Digital lift in underserved segment
Case studies
Real projects — anonymized, with outcomes
CX artifacts
Personas, journey maps, AI persona generator
AI tools
Live RICE scorer & journey narrator
Automation lab
PRD generator, user stories, retro summarizer
AI assistant
Ask anything about my background & approach
PRD sample
Coming soon — full anonymized PRD
Case studies
Anonymized — employer details generalized to protect proprietary information
AI post-interaction summarization — ~40% after-call work reduction
National health plan · Cloud-based member services platform
AI / 0→1
Agents spent 8–12 minutes per call manually documenting summaries across multiple systems. I defined and led delivery of a generative AI feature that analyzed call transcripts in real time and auto-populated structured notes. Key PM challenge: balancing recall against precision — too much noise and agents wouldn't trust it. Navigated through phased piloting with agent feedback loops before full rollout.
~40% reduction in after-call work
Enterprise contact center rollout
Reduced multi-system context switching
Billing friction redesign — seven-figure LTV impact
Large B2C health plan · Member payment experience
Monetization
Churn analysis surfaced members lapsing not from dissatisfaction but from payment friction — confusing statements, limited methods, no proactive outreach. Led discovery across support call analysis and member interviews, then owned cross-functional roadmap with finance, legal, and engineering. This was fundamentally a UX problem dressed up as a revenue problem.
7-figure LTV impact
Finance, legal, eng alignment
Reduced preventable lapse
Digital adoption initiative — 3.5% lift in underserved Medicare segment
National health plan · Omnichannel & self-service
Growth
A Medicare segment bypassed digital entirely. Standard tactics had no effect. Discovery revealed distrust wasn't about capability — it was about confidence. Redesigned onboarding to use trusted offline touchpoints to initiate digital engagement, with in-product guidance that reduced perceived risk.
+3.5% digital adoption
Mixed-method discovery
Medicare beneficiary focus
User personas
Composites from healthcare member, agent, and administrator research. Names fictional.
"I just want to know what I owe and when. Every time I call I get a different answer."
MM
Maria Martinez
Medicare Advantage member · Retired · Age 68
Low digital confidenceHigh call volumePayment anxiety
Goals
  • Understand benefits without calling every time
  • Pay her premium simply and on time
  • Feel confident she won't lose coverage
Frustrations
  • Billing statements feel confusing
  • Long hold times for simple questions
  • Digital tools feel built for someone else
Behaviors
  • Calls before trying self-service
  • Pays by check or phone
  • Relies on family to interpret documents
Decision drivers
  • Trust through consistent human interaction
  • Simplicity — one clear action at a time
  • Reassurance she won't make a mistake
"By the time I've pulled up their account across all the systems, we've already lost two minutes."
DK
David Kim
Contact center agent · 4 years tenure · Remote
Power userHigh workloadTool frustrated
Goals
  • Resolve issues on the first call
  • Get off the phone faster without sacrificing quality
  • Not worry about incomplete notes after
Frustrations
  • Context scattered across multiple systems
  • After-call work eats time for next member
  • AI tools that surface wrong answers
Behaviors
  • Builds personal cheat sheets for bad tooling
  • Escalates edge cases to avoid errors
  • Drafts notes mentally during calls
Decision drivers
  • Accuracy before speed
  • Trust comes from consistency
  • Adoption when a tool removes real pain
"I need my team on cases that need human judgment — not answering the same administrative questions all day."
PS
Priya Shah
Health plan operations manager · Regional payer · Age 43
Economic buyerOutcome-focusedAI skeptic
Goals
  • Reduce inbound volume through self-service
  • Show measurable ROI on tech investments
  • Keep team on complex, high-value cases
Frustrations
  • Vendors who promise transformation, deliver complexity
  • Metrics that measure activity, not outcomes
  • Implementation timelines that slip
Behaviors
  • Reads case studies before agreeing to a demo
  • Involves ops team in evaluation
  • Sets hard success criteria before pilots
Decision drivers
  • Proven ROI from comparable environments
  • Vendor partnership quality
  • Transparency about what it won't do
Customer journey map
Maria's path — billing confusion → digital payment confidence
Trigger
Confusing bill arrives
Confusion
Calls — 18 min hold
Resolution
Agent resolves, explains options
First try
Tries digital with agent coaching
Confidence
Pays independently — calls drop
Pain: Statement confusion drives call volume Pain: No bridge phone → digital Opp: Agent-assisted digital onboarding Opp: Simplified statement design
AI persona generator
Describe any user type — Claude generates a structured, research-quality persona instantly
Quick prompts
Building persona…
Goals
    Frustrations
      Behaviors
        Decision drivers
          Product opportunities
          AI RICE scorer
          Describe a feature — see the score and the reasoning behind it
          Quick prompts
          Product context
          Primary goal
          ~15 sec · reasoning not just numbers
          Thinking through trade-offs…
          AI journey narrator
          Pick a persona and scenario — Claude narrates the end-to-end experience with friction and opportunities
          Choose a persona
          MM
          Maria Martinez
          Medicare member · Age 68
          Payment anxietyPhone-first
          DK
          David Kim
          Contact center agent
          Power userTool frustrated
          PS
          Priya Shah
          Health plan ops manager
          Economic buyerAI skeptic
          Scenario
          Journey type
          Stages
          ~20 sec
          Mapping the experience…
          Workflow automation lab
          Live AI tools — each saves 30–90 minutes of manual PM work
          Personal workflow. Paste a feature brief → structured PRD in seconds. Saves 45–90 min.
          Feature brief
          Product type
          Audience
          ~15 sec · saves 45–90 min
          Drafting PRD…
          Generated PRD
          Personal workflow. Feature idea → role-based user stories with acceptance criteria. Ready for Jira.
          Feature idea
          Epic
          Stories
          ~12 sec · saves 30–60 min
          Writing stories…
          User stories
          Personal workflow. Paste raw retro notes → structured went-well / improve / actions in seconds.
          Raw retro notes
          Sprint context (optional)
          ~10 sec · saves 20–30 min
          Organizing retro…
          Retro summary
          Personal workflow. Describe your product and a competitor → frank competitive snapshot with strategic questions.
          Your product
          Competitor
          ~15 sec
          Analyzing…
          Competitive snapshot
          AI assistant
          Ask anything about Kelly's background, PM approach, or how she thinks through product problems
          Kelly's portfolio assistantPowered by Claude
          Hi! I'm Kelly's portfolio assistant. Ask me about her 15+ years in healthcare PM — AI-enabled platforms, billing UX, digital adoption, cross-functional leadership, or how she thinks through product problems.