Cedar: Other Work

In my time at Cedar, I worked on the B2C patient-facing side (e.g. Outstanding Balances) and on provider-facing B2B products.

This page is just a preview, not full case studies, but PDFs of slides are linked below.

Projects:

AI Billing Assistant: AI assistance and eventually automation for billing call centre staff responding to patient inquiries (full case study slides)
Intake Dashboard: patient flow management and registration tracking for front desk staff (full case study slides)

AI Billing Assistant

I joined a group of AI enthusiasts at Cedar and we successfully pitched leadership on exploring LLMs to transform our billing operations. I led the design of an AI assistant that helps our billing staff respond to patient messages more efficiently, aiming to scale our full-service billing into a major revenue stream.

Led user research and design to quickly define an MVP we could build and pilot with our billing support team in 3 months
Defined a longer-term vision for the project, and a staged rollout to steadily automate more and more responses to patient questions about bills while mitigating the risks of hallucinations and other issues

Incoming messages are categorised by an AI model. For the 1st release, we only provided AI responses for categories with a well-defined answer that didn't rely on detailed bill and insurance data.

For messages in supported categories, we surfaced the approved answer to the billing rep and let them send it as-is or copy to their chat input and edit. Assuming this worked well, in our next phase we would start automatically sending messages in these categories, enabling off-hours responses.

The flow for the larger vision, including handling more complex questions that required bill and patient-level information. We planned a more cautious rollout, initially just to managers so they could evaluate the quality of the responses.

Intake Dashboard

I led the end-to-end user research and design for Cedar's Intake Dashboard, a provider-side companion to our patient check-in experience that helps front desk staff efficiently manage patient flow and track registration task completion. The tool was key to landing our 2nd and 3rd clients for Cedar Pre-Visit.