An in-depth look at the HealthRules implementation for Metropolitan Jewish Health System, where I led UAT efforts, coordinated with Cognizant consultants, validated system configuration, and ensured accurate claims processing, clinical editing, and benefit rule setup across Medicare–Medicaid dual programs

This case study highlights how a fully integrated learning and engagement framework was built to guide employees and leaders through a major organizational realignment. It showcases the strategy, design, collaboration, and change management practices that helped transform uncertainty into clarity and support across the enterprise.

I led the full modernization of a paper-based, high-volume claims reconsideration operation. By creating a digital intake pipeline, redesigning workflows, training staff, and implementing end-to-end aging and reporting, I transformed a severely backlogged department into a highly efficient, transparent, data-driven operation that met regulatory requirements and executive reporting needs.

This project showcases my role in developing, structuring, and supporting the Provider Network Management workflow within ServiceNow. It highlights cross-department collaboration, streamlined process design, and user-focused learning solutions that improved clarity, efficiency, and operational alignment.

This eLearning program transformed complex claims workflows into clear, interactive, self-paced modules. Through system demos, Storyline simulations, job-aid integration, and SCORM delivery, cross-trained staff gained the skills and confidence needed to accurately process high-complexity claims.

This end-to-end onboarding program delivers clear, practical, and confidence-building instruction for new Claims Processors. Each learner gains the systems knowledge, workflow understanding, and hands-on practice needed to succeed from day one.