Catherine (Kay) Johnson
Chattanooga
Summary
Dynamic Product Management professional with a proven track record at Florida Blue, excelling in digital strategy and innovation. Spearheaded initiatives that enhanced customer engagement and streamlined processes, leveraging agile methodologies and strong stakeholder management. Adept at driving digital transformation while fostering cross-functional collaboration to achieve outstanding results.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Provider Enablement Consultant
Florida Blue
12.2024 - Current
- Analyze data to established meaningful results to develop strategies for provider performance engagement, educational programs, and member outreach to promote and improve CAHPS measures
- Creating strong relationships with key internal stakeholders through collaboration and engagement tactics
Product Relationship Manager
Florida Blue
05.2023 - 11.2024
- Lead agile teams to define, design, and implement digital and self-service initiatives, improving customer engagement across mobile apps, websites, and self-service tools
- Spearheaded strategy for authenticated member website and mobile app updates, driving self-service adoption and reducing call center volume
- Established mobile app single sign-on integration with clinical partner, increasing traffic and engagement
- Formalized SOW for SDK integrations for clinical partner to enhance clinical care management programs consolidating the customer experience and increasing utilization
- Mentor junior team members, fostering a culture of innovation and continuous improvement
- Delivered Annual/Open Enrollment updates, decreased project timelines by 4 weeks through LEAN Green Belt optimization, lessening costs and reducing waste
- Manage stakeholder relationships to ensure alignment on goals, KPIs, and delivery timelines
- Partner with internal stakeholders and IT teams to drive initiatives that optimize the customer experience across the entire product lifecycle, amplifying seamless digital and self-service solutions
Senior Product Owner
Lincoln Financial Group
Radnor
03.2022 - 05.2023
- Led agile teams in SAFe framework to enhance employee and employer experiences on the authenticated secure platform
- Successfully launched new short-term disability experience on a new digital platform reducing call volumes and improving customer satisfaction scores
- Maintained stakeholder and leadership alignment to gather and support prioritization of complex product requirements and provide recommendations improving the customer experience and journey
- Prioritized backlog and set quality standards for delivery while ensuring information technology solutions met the needs, goals and objectives of the business
- Leveraged analytics data to influence and measure the overall adoption strategy to ensure deliverables, ROI, and key objectives were met
Product Owner, Digital Experience & Transformation
BlueCross BlueShield of Tennessee
01.2017 - 03.2022
- Delivered a new digital platform for authenticated member sites, increasing self-service adoption by 25% and achieving the highest customer engagement and feedback scores in company history
- Led product lifecycle management for various digital and clinical features, including the launch of a chatbot and several API integrations
- Collaborated cross-functionally with stakeholders including product strategy, marketing, IT, UX, and clinical teams to define and prioritize product features
- Developed and executed customer experience optimization strategies, driving 25% higher engagement rates across digital platforms
- Supported UX initiatives, including A/B testing and user research, to continuously refine and improve digital tools
- Finalist in Hack-a-thon for Health Savings and Cost Transparency optimization, which received executive-level funding for implementation
- Led training, onboarding, and mentoring initiatives for the Digital Transformation department, providing strategic guidance and cross-training across teams to leverage individual strengths and enhance collaborative performance
- Managed all Web Content Management System updates
- Supported User Experience adoption assisting in user research studies, user study lab, A/B testing, problem statements and solutions that funneled into Design solutioning and implementation in Digital tools
- User Acceptance Testing and Validation for all user-facing implementations on authenticated member website and mobile app
Configuration Quality Analyst
BlueCross BlueShield of Tennessee
01.2014 - 01.2016
- Led quality audits and regression testing for web updates and system configurations, ensuring accuracy and compliance
- Streamlined processes to enhance department efficiency and onboarded new team members
- Regression testing to validate web and other system configuration
eBusiness Support Specialist
BlueCross BlueShield of Tennessee
01.2012 - 01.2014
- Supported EDI business transactions and vendor relationships, increasing electronic usage for BCBST customers
- Resolved technical issues related to web portals and EDI transactions while adhering to HIPAA standards
- Reports for team/department
- Managed client-facing documentation and correspondence
Provider Outreach Specialist
BlueCross BlueShield of Tennessee
01.2009 - 01.2012
- Facilitated healthcare provider readiness for product introductions and enhancements, ensuring seamless transitions to new digital tools and increased
Customer Service Expert
BlueCross BlueShield of Tennessee
01.2006 - 01.2009
- Trained and mentored new employees, maintaining high-quality service and improving team performance
- Awarded Employee of the Month for excellence in training and onboarding
- Diagnosed and resolved claims issues for healthcare providers, consistently maintaining optimal quality scores and meeting performance thresholds
Education
B.S. - Business Administration: Marketing
University of Tennessee At Chattanooga
01.2005
Skills
- Product Management
- Digital Strategy & Innovation
- Leadership
- CX/UX/UI
- Self-Service/Omni-Channel
- Content management expertise
- Executive support
- Stakeholder management
- Digital transformation
- SAFe/Agile methodologies
- Process optimization
- Regulatory compliance
- Cross-functional collaboration
Certification
- PO/PM SAFe
- LEAN Green Belt
- Design Thinking
Accomplishments
- Implemented improved Digital testing process for Annual/Open Enrollment, saving 247 hours, reducing waste, and increasing savings; Florida Blue 2024
- Hack-a-thon finalist receiving executive level approval for implementation for a new and optimized Health Savings & Cost Transparency tool; BCBST 2019
- Primary point of contact/SME for dual organization implementations for Member Portal Refresh and Communications Preferences Refresh; BCBST 2017
- Achieved highest digital adoption and registration in company history, increasing engagement by 25% in the first year; BCBST 2018
Tools and Frameworks
- Agile methodologies
- Scrum
- SAFe
- JIRA
- Confluence
- Rational Team Concert
- Rally
- Airtable
- Google Analytics
- Figma
- Invision
Websites
Timeline
Provider Enablement Consultant
Florida Blue
12.2024 - Current
Product Relationship Manager
Florida Blue
05.2023 - 11.2024
Senior Product Owner
Lincoln Financial Group
03.2022 - 05.2023
Product Owner, Digital Experience & Transformation
BlueCross BlueShield of Tennessee
01.2017 - 03.2022
Configuration Quality Analyst
BlueCross BlueShield of Tennessee
01.2014 - 01.2016
eBusiness Support Specialist
BlueCross BlueShield of Tennessee
01.2012 - 01.2014
Provider Outreach Specialist
BlueCross BlueShield of Tennessee
01.2009 - 01.2012
Customer Service Expert
BlueCross BlueShield of Tennessee
01.2006 - 01.2009
B.S. - Business Administration: Marketing
University of Tennessee At Chattanooga
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