Product Manager, Member Portal

Industry context

Healthcare insurance enterprise serving members across individual, small group, mid/large group, operations, and service channels.

Business problem

Members needed a better authenticated digital experience with less friction, clearer access to billing and account features, and more reliable portal support.

Products / platforms owned

Member portal, billing application experience, profile management, registration/login, contact forms, form management, member resources, third-party billing integration.

Tools / technologies

Jira, InDesign, Excel

Primary users / customers

Members, individual and small group users, some mid/large group users, customer service teams, installation and membership operations, privacy office, internal stakeholders.

Primary responsibilities

Opportunity assessments, factbook generation/maintenance, story elaboration, UAT, stakeholder engagement, user feedback review, production support, third-party vendor liaison, and agile delivery coordination.

Key contributions

Managed ongoing workflow for authenticated member experience.
Delivered staggered bi-weekly releases under constrained/shared resources.
Implemented single sign-on to third-party billing application.
Acted as liaison to third-party billing vendor for escalation and new development.
Reviewed user feedback daily to address current issues and improve portal experience.

Measurable outcomes

To update: $1M+ monthly online bill-pay context, usage/adoption, reduction in login issues, billing support volume, defect resolution, customer satisfaction, release volume.

Original description

Managed ongoing workflow for authenticated member experience including billing, profile management, contact forms, form management, registration, login and resources. Worked in agile development environment delivering staggered, bi-weekly deployment under constrained and shared resources.
Responsibilities included opportunity assessments, factbook generation and maintenance, story elaboration, user acceptance testing, stakeholder identification and engagement and daily review of user feedback to address current issues.
Design partners included in-house and offshore resources, ensuring all development satisfies user needs and business goals.
Coordinated work with project managers, business analysts, development coordinators, product managers, QA analyst, developers, scrum masters, offshore developers, remote team members and contractors.
Stakeholders included Operations team, Installation and Membership, Customer Service, and Privacy Office.
User base was primarily Individual and Small Group with some Mid/Large Group insurance lines.
Additionally managed production support for billing application as well as acted as liaison to third-party vendor for issue escalation and new development management.
Implemented single sign-on to third-party billing application to address user frustration with maintaining multiple accounts and repeat authentication.

Role scope

Managed authenticated member experience capabilities including billing, profile management, contact forms, registration, login, form management, resources, and production support.

Proof points

This role proves I can own a member-facing healthcare product, balance customer experience with operations/privacy/vendor constraints, and deliver improvements through iterative agile execution.