Focused work account · Cigna Supplemental Benefits / Evernorth
Launched member self-service
Put the deductible answer in the member’s hands
Members had to call customer service to learn how much of their deductible they had met. I helped put that answer into the digital experience using the same underlying calculation.
Technical product management; accumulator logic and digital delivery
My contribution
I reverse-engineered the Medicare Part A, Part B and Plan K accumulator logic, worked with engineering to reproduce the required behavior, and kept the API tied to the core calculator.
What the work delivered
Members could view their accumulator information through the digital platform instead of relying solely on a service call.
01
The service problem
The existing path required a member to call customer service, where a representative looked up the deductible-met amount in the policy system and explained it. I proposed making that information available directly in the digital platform.
02
The product and technical work
I developed the roadmap and worked through the existing accumulator rules so the new experience would use the same calculation logic. With engineering, I built the application behavior around the core calculator and its API.
03
The delivered experience
The application was deployed to the digital platform, and members used it to track their accumulators. This is a distinct member self-service outcome within the broader digital migration.