Patient Payments at athenahealth

athenahealth’s cloud-based enterprise software provides medical practices with clinical, billing, and patient engagement solutions. I’ve spent 5+ years working on patient-facing payment solutions—navigating complex design challenges such as bringing trust, empathy, and clarity to medical billing, as well as offering flexible and simple ways to pay. This work helps practices get paid more, faster, with less operating cost. athena’s payment workflows have seen 30M monthly users and collected $2.5B in annual payments.

My work has driven UX strategy & vision, influenced roadmaps, and helped lead a cross-divisional partnership to success.

Foundational Research

User RESearch | Vision & Strategy | opportunity analysis | roadmapping | workshop facilitation

I led the foundational research and strategy behind a new patient payments roadmap, uncovering why patients and practices weren’t adopting autopay and challenging leadership’s assumption about what to build first. I then facilitated the cross-divisional workshops that aligned three teams around a joint roadmap. The UX strategy and experience principles from this work guided patient pay design for 5+ years. As the roadmap shipped, autopay usage more than doubled.

Autopay Authorization in Self Check-in

Roadmap strategy, UX strategy, user research, scoping, UX/UI design, RITE testing, cross-team collaboration, spec-driven development

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