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Project:

Lead Optum/United Healthcare RX's  Shift to AI Voice technology. 

Summary:

Proven track record in healthcare AI.

I designed the first United Healthcare/Optum RX AI Voice Bots for

Drug Coverage/Pricing and Drug Refill/Ordering.

Currently, I'm enhancing both designs through Agile sprints.

 

Expanding my expertise, I'm now designing AutoRefill and Order Status bots.

 

I also innovated the first Spanish RX design for the Legacy IVR system, covering ID Authentication, Intent Capture, Refill, and Order Status.

Key Achievements:

  1. AI Voice Bot Pioneering:

    • Led the design of industry-first RX AI Voice Bots.

    • Actively adding features through Agile sprints.

  2. Diversification of RX Bots:

    • Expanding design expertise to AutoRefill and Order Status.

  3. Spanish RX Design Innovation:

    • Pioneered the first Spanish RX design for Legacy IVR.

 

Key Competencies:

  1. Agile Design:

    • Proficient in Agile for dynamic design responses.

  2. Feature Enhancement:

    • Continuously improving designs through features.

  3. Multifaceted Bot Design:

    • Versatile in designing various RX bots.

  4. Multilingual Conversational Design:

    • Successfully integrated Spanish RX design.

Role:
Conversational A.I. Designer

Challenges Faced and Overcome:
As the inaugural designer for United Healthcare's AI RX system, I embraced the unique opportunity to shape the future of healthcare through innovative design. My role presented a multitude of challenges that required not only my expertise in design but also a keen understanding of organizational dynamics and a diplomatic approach to change.

1. Pioneering in Uncharted Territory:

Being the first designer for the AI RX system meant navigating uncharted waters. The absence of a pre-existing framework or guidelines demanded a proactive and pioneering mindset. I had to forge a path for design within the organization, establishing a solid foundation for future endeavors.

2. Designing in the Absence of a Structural Blueprint:

One of the primary challenges I encountered was the absence of a structured design framework. In the absence of established guidelines, I took the initiative to create a cohesive design system from scratch. This required a deep dive into the intricacies of the AI RX system and a thorough understanding of user needs, ensuring that the design not only met but exceeded expectations.

3. Resistance to Change from Traditionalists:

Introducing a paradigm shift in design always comes with its share of challenges, especially when met with resistance from those accustomed to traditional methodologies. The old guard's skepticism toward embracing new design principles posed a significant hurdle. Addressing this challenge involved not just demonstrating the benefits of the new system but also fostering a culture of open communication and collaboration.

4. Establishing AI Rules for a Legacy System:

Dealing with a legacy system, rooted in traditional approaches, posed unique challenges. I had to carefully integrate modern AI principles into an aging infrastructure without compromising the system's integrity. This process involved meticulous planning, strategic implementation, and continuous refinement to ensure seamless integration and optimal performance.

5. Navigating Lack of Oversight:

Being entrusted with the responsibility of designing without direct oversight necessitated a high level of autonomy and self-driven initiative. While it provided creative freedom, it also required a disciplined approach to project management and the ability to make informed decisions independently.

6. Balancing Innovation with Respect for Tradition:

Achieving the delicate balance between innovation and honoring established traditions within Optum/United Healthcare was paramount. Recognizing the value of the organization's legacy while driving design evolution demanded a diplomatic and tactful approach. This involved engaging stakeholders in constructive dialogue and showcasing the positive impact of the proposed changes.

In overcoming these challenges, I not only established a robust design foundation for the AI RX system but also contributed to fostering a culture of innovation within Optum/ United Healthcare. My experience reflects a commitment to excellence, adaptability, and a deep respect for the organization's rich history.

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