Payer Implementation Team Development

Role: Solution Architect

As part of a newly formed payer implementation team, I stepped into a space that was high in complexity but low in structure. The goal was clear: build a repeatable, transparent process that improved client experience while streamlining internal delivery.

I began by creating a comprehensive discovery questionnaire and detailed implementation workflows, designed to surface client needs early and keep projects aligned with business objectives. To bring clarity and visibility to the process, I introduced Smartsheet dashboards that allowed clients to track progress, milestones, and next steps in real time—something that quickly became a differentiator in our delivery approach.

Recognizing the need for better cross-team collaboration, I helped establish a temporary implementation engineering team and partnered with our engineering lead to prioritize client tickets and technical builds. I also introduced JIRA to track implementation tasks, manage dependencies, and capture key decisions for ongoing reference.

Impact: The framework I developed became the foundation for future payer implementations, improving efficiency, client visibility, and consistency across projects. It gave internal teams a standardized playbook while ensuring that clients felt informed, supported, and confident throughout the process. Ultimately, this initiative elevated the overall quality and predictability of payer launches across the Care Coordination platform.