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Jessica Brim

Jessica Brim

Ithaca, NY, United States
Member since October 1, 2018
Jessica has 15+ years' experience leading new product design and development for startups and Fortune 50 organizations. An intuitive and thoughtful leader, she collaborates with cross-functional stakeholders to determine business strategies and align products with organizational goals. She's adept at facilitating communication and creating strong, lasting teams. She holds an MBA and MPH with training in Agile, Six Sigma, and user-centered design.
Jessica is now available for hire
Project Highlights
Expertise
  • Change Management
  • Design Thinking
  • Healthcare
  • Product Delivery
  • Project Management
Education
Employment
  • Lead - Digital Platform
    2019 - PRESENT
    medneo, Gmbh
    • Led the transition of information technology to Agile development processes.
    • Led the planning, timelines, and product roadmap for the transition of the organization to a new digital platform.
  • Director, Population Health Platforms
    2017 - 2018
    Anthem
    • Oversaw the design, development, launch, and expansion of a new health management system incorporating risk management, shared savings, consumer targeting, broker and physician facing platforms, multiple external partners, homegrown web and mobile services platforms, EMR integration, and extensive third-party partnerships.
    • Oversaw work of five teams. Created internal processes and procedures that reduced staff needed and shortened timelines.
    • Defined and maintained change management plan; details included standard operating procedures, implementation, staffing, budgets, and ongoing program maintenance.
    • Identified key partners and translated data into actionable product requirements and multiple projects. Details included business case, business impact, change plans, consumer targeting, focus groups, user experience, RACI, KPIs, staffing, budgets, compliance, and future expansion.
    • Defined the long-term roadmap for implementation and expansion of overall program in collaboration with executive leadership.
    • Created development schedules, daily stand ups, and other Agile ceremonies.
  • Product Operations Manager
    2016 - 2017
    Clover Health
    • Led clinical operations projects at a VC funded Medicare and care management startup.
    • Supervised all work to build teams, systems, and technical tools to support clinical operations, including data-driven targeting, dashboards, native apps, data integrations, scheduling systems, and telephonic outreach and logging systems.
    • Managed all projects pertaining to in-person services including custom software solutions, operational activities, marketing, outreach, targeting, communication plans, and data feeds. Utilization increased from 40% to 90% in six months as a direct result.
    • Implemented custom ZenDesk instance for field support services, including end-to-end project management, protocols, staff training, and SLAs, Support response times improved by 200%.
    • Supervised four people and mentored ten junior staff in a flat organization.
    • Oversaw operations growth roadmap, with an increase in staff by 70% and an increase in member demand by 120%.
    • Built proprietary appointment scheduling system to support field services.
  • National Program Director
    2013 - 2016
    Optum
    • Served as the national lead for the development and launch of an innovative, integrated consumer nutrition, and wellness service with new web platform, telephonic, and in-person services.
    • Led initial design, development, and product lifecycle management including A/B tests, dashboards, budgets, P&L, month-to-month market targeting, marketing design, member satisfaction, member engagement, data analytics, and new product proposals.
    • Additional work included end-to-end product design, needs analysis, consumer analysis, location targeting, communications plans, program development, impact projections, platforms, and continuing re-evaluation and process improvement.
    • Oversaw initial pilot and seven additional implementations in five states. Work included area specific design and test and learn iterations.
    • Led selection process and implementation of Cvent events portal for US-wide events scheduling. Included integration with Siebel call center.
    • Managed a team of 16 people and multiple temporary and per diem workers.
  • Founder/Head of Product
    2012 - 2014
    Healthy Turtle
    • Created an innovative web and mobile health coaching solution.
    • Created and supervised execution product roadmap.
    • Contracted and managed technology resources for development of web and mobile platforms.
    • Defined customer acquisition and retention plan; model was twice as successful as comparable ones.
    • Managed all day to day operations for coaching staff.
Project History
  • Proprietary Appointment Management Platform
    Led design, build, development, testing, and implementation of an appointment booking platform for visiting nurse services.

    The visiting nurse program covered approximately 200 square miles with 25 nurses and a separate call center where appointments could be booked. At the start of the project, booking was handled via a spreadsheet with no access to real-time data, resulting in poor usage and customer dissatisfaction. With a business case to increase service utilization and customer happiness, we built a custom solution that integrated Google Maps API with Google Calendar API, a proprietary CRM system and a backend administrative tool that allowed for real-time booking and adjustment of demand based on location. Utilization increased nearly 90 percent and cancellation rates decreased. Customer satisfaction vastly improved.

  • Real Time Call Center Dashboard
    Led design, development, execution, and implementation of a proprietary executive dashboard.

    Led design, development, execution, and implementation of a proprietary executive dashboard that visualized call center activities in real time. Call center data reported through the Five9 platform was constantly refreshed and displayed as charts. The high-level view displayed activity such as call volume, outbound vs inbound volume and customer reported satisfaction. Drilldowns showed the success rate by individual agents, including outbound connection, call time, customer-reported satisfaction, and other factors. Historical charts could be accessed to see daily final reports and could be exported to PDF.

  • Web-based Client Intake Form
    Led the design and build of a custom weight loss coaching intake form that increased user uptake by 50%.

    Led design, build, and implementation of a client facing intake form. Began with product vision and business goals and creating user journeys, designing each use case and user story, building a sprint plan, building intake questions and ensuring information security. Build work was outsourced to a third party web design firm that built the form in HTML5. Each response pathway led to a set of criteria and based on the responses would select an outcome. When the outcomes were combined, a recommendation engine would create a custom program from a set of options.

Education
  • Master's degree in Public Health
    2009 - 2011
    Benedictine University - Illinois
  • Master's degree in Business Administration
    2009 - 2011
    Benedictine University - Illinois
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