ServiceNow Product Owner, supporting the Center for Clinical Standards & Quality (CCSQ) program.

SAFe Product Manager/ Product Owner on T-MSIS for two teams, and four products, focused on Data Analytics, State Operations technical assistance, Human Centered Design, and Atlassian Governance. Initially consulting for Insight Global.Accelerated data transformation and analytics to support federal Medicaid and healthcare policy advancements. • Optimized claims processing pipelines, reducing error rates and enhancing reporting speed (e.g., delta process time from 3 weeks to 3 days). • Spearheaded migration of Medicaid statistical data to modern ALM systems, ensuring compliance, traceability, and minimal data loss risks. • Designed and implemented automated workflows, cutting state support ticket triaging time by 65% and bolstering user satisfaction. • Managed Jira workflows and Atlassian governance processes, improving transparency and team cooperation across data analytics and design projects. • Collaborated with cross-functional teams to refine and prioritize business requirements, ensuring alignment with federal policy objectives.

SAFe Product Owner consulting for LPL Financial through DISYS.Built new lines of business in a wealth management platform within the financial space. • Served as Product Owner, Business Analyst, and Scrum Master for a high-performing team. • Authored clear documentation; Created detailed user stories, tasks, and comprehensive product documentation. • Managed development backlog breaking down epics into features and user stories with clear acceptance criteria. • Partnered with stakeholders to analyze business requirements and translate them into actionable epics and user stories. • Guided agile ceremonies and roadmap planning to achieve sprint goals and long-term objectives.

Director and Chief Product Owner for the Fair and Fraud Hearing Department.Implemented data-driven solutions and IT modernization efforts to meet federal and state healthcare mandates. • Spearheaded system automations to improve appeals processing timelines, achieving timeliness rates of 97%+. • Established department-wide digital solutions for decision accuracy and stakeholder transparency, boosting engagement by 30%. Developed new hearings officer training and “quick training”, reducing training by 67%. • Reduced 30% of complaints from other agency areas and stakeholders by rebuilding lines of communication, assessing areas of need, developing in depth training, and reestablishing stakeholders' relations using a mix of communication channels / protocols, addressing requests, claims, and complaints. • Reinstated semi-annual staff and stakeholder refresher training, reducing data entry, decision writing, and processing errors by 15%. • Implemented system automation initiatives (IT projects) to reduce mail and decision processing timeframes, increasing decision timeliness to 97% for Fair Hearings, 98% for Administrative Disqualification Hearings.

Product Owner for the Fair and Fraud Hearing Department.Developed and implemented over 50 process improvement and system enhancement initiatives for the Department. Delivered ADA-compliant public decision repositories to improve access to health records for diverse populations. • Automated redaction and batching processes, reducing document handling timeframes by 80%. • Streamlined appeal workflows, improving submission efficiency and reducing manual effort by 100%. • Enhanced dynamic decision-making capabilities, reducing decision-writing time by 15% and improving accuracy across healthcare appeals. • Implemented data duplication modifications to the system, reducing keystrokes and data entry time needed to submit and modify records. • Administered Jira for cross-departmental collaboration on IT modernization efforts.

Human Services Hearings Officer • Presided over Fair and Fraud Hearings for over 169 Agency-wide benefits programs to determine if the action on appeal was in accordance with policy, rules, and regulations regarding the specific program in question.• Adjudicated claims for benefits offered by the State Agency to determine if the Agency action was correct in accordance with State, Federal, and Agency rules, regulations, policies, and procedures. • Reviewed the Appellant’s case, including the Agency’s actions and evidence packets, Witness evidence packets, and additional documentation, to establish the case timeline and findings of facts. • Researched and analyzed rules, laws, regulations, and policies to prepare for hearings and to determine conclusions of law. • Questioned Agency Representatives, Appellants, and Witnesses. • Ruled on exceptions and admissibility of evidence. • Issued written, legally sustainable decisions, that withstood judicial scrutiny, modifying, affirming, or reversing the Agency’s action.

Policy Analyst and Product Owner for Special Projects unit of Access and Eligibility’s Program Policy.• Developed and implemented IT projects related to federal and legislative mandates. • Used Agile project management methodologies, and Scrum framework, while working closely with subject matter experts, and other Agency departments to develop project concepts and cross agency workgroups, determine areas of concern, and implement plans of action. • Successfully implemented House Bill 2466: requiring pregnancy screening questions on state benefits applications, updates to forms, and system changes.

Texas Works Advisor and eligibility determination specialist for SNAP-SSI program in charge of the following:Interviewing clients, authorized representatives, and other state and federal Agency representatives to gather information to determine eligibility for benefits.Obtaining, verifying, and calculating income and resources to determine client financial eligibility. Reviewing cases to determine eligibility and continuous eligibility and correct benefit level.Resolving client complaints with limited information and supervision while applying state and federal policy and procedures.Mentoring, training, and developing new hires and current office staff meeting HHSC policies and procedures.Creating, analyzing, and interpreting management reports which included compiling and disseminating information, correcting case action, and addressing any areas of concern.Communicating with internal and external stakeholders to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints. Interpreting policy for office staff, conducting system troubleshooting, new hire training, and onboarding.Managing Unit as acting supervisor when supervisor or team lead were unavailable. Monitoring production, completion rates, timeliness, time and leave requests, and reporting.