Understand the person
Service coordination taught me to listen for the needs and barriers behind a request, and work with members, families, providers, and care teams.
Prepared for Wheel / Patient Experience
Better patient experiences begin with understanding.
I connect member and provider needs with the teams, information, and processes that shape their experience.
Elizabeth Z. Sperling
Healthcare Product Performance · Member Experience · Analytics & AI
11+yearsManaged care experience
M.S.Business Analytics & AI
Lean Six SigmaCertified Green Belt
02 / THE PERSPECTIVE I BRING
The experience
beyond
the screen.
A member sees an appointment, a provider name, or a benefit description. Behind it are coverage rules, network information, operational handoffs, and clinical workflows.
Frontline service coordinationTeam leadership
Medicare product performance
Connect the moving parts
In Medicare product performance, I coordinated issue resolution across Product, Operations, Network, Pharmacy, Enrollment, and Customer Service.
Find the broader pattern
Reporting and root-cause analysis helped me connect individual concerns with recurring processes that needed attention.
What does this person need to understand or accomplish, and what is getting in the way?
03 / A MEMBER ISSUE CAN REVEAL A PRODUCT PROBLEM
One provider name.
A much bigger experience.
A simple data field can affect whether someone receives care.
In my Medicare product performance work, I analyzed complaints involving provider assignments and network confusion.
The analysis identified a pattern across multiple states and informed corrective action. Resolving individual cases mattered. Understanding why the same confusion kept occurring mattered, too.
Experience → analysis → corrective actionMake important information understandable at the moment it is needed.
Where do handoffs between people, systems, and organizations create confusion?
Use recurring complaints as evidence for where the experience needs attention.
04 / MY LENS ON THE PATIENT JOURNEY
Design for the next question.
For a virtual care experience, I would explore three moments.
Can I use this?
What will it cost?
What happens next?
What do you need?
Do I understand what information is needed?
Can I get help when the process becomes confusing?
What do I do now?
Where are my instructions?
Who can help if something changes?
I would examine these questions with patients, clinicians, operations, design, and engineering, then use their findings to prioritize improvements.
05 / WHERE ANALYTICS AND AI BELONG
A clearer next step.
An easier path to help.
THE EXPERIENCE I BRING
Making complex healthcare information more useful.
I developed Texas Medicare Atlas, an AI-enabled knowledge resource, and worked on analytics projects involving provider information and sepsis risk modeling.
Applied AIPower BIPython / SQL projects
Does it help someone complete the task?
Evaluate the experience people actually have.
Is the information accurate and appropriate?
Define what a useful, trustworthy response looks like.
Can it recognize uncertainty?
Keep a clear route to human help.
What happens when it gets something wrong?
Examine failure, recovery, and the feedback needed to improve.
06 / TURNING INSIGHT INTO PRODUCT DECISIONS
Find the friction.
Choose what to improve.
I would begin with patient concerns and journey data, alongside operational and clinical context.
DEFINE THE PROBLEM
Understand
- Who is affected?
- Where does the experience break down?
- What evidence supports the finding?
THE PURPOSEA shared problem statement, grounded in what people experience.
MAKE THE PRODUCT DECISION
Connect
- What should work consistently across partners?
- Where is flexibility needed?
- Which clinical, technical, and operational dependencies matter?
THE PURPOSEA clear decision with its tradeoffs and dependencies understood.
MEASURE THE RESULT
Learn
- Did people complete the task more easily?
- Did confusion or repeat contact decrease?
- Did we introduce a new problem elsewhere?
THE PURPOSEEvidence to guide the next iteration.
Proposed evaluation questions, to refine with the team and the evidence.
07 / ELIZABETH Z. SPERLING / SAN ANTONIO, TEXAS
Experience in healthcare.
Insight that moves
work forward.
I bring a grounded understanding of member needs, experience coordinating across health plan teams, and an analytical approach to recurring problems.
M.S. Business Analytics & Artificial IntelligenceHealthcare Analytics focusLean Six Sigma Green Belt
Let’s connect ↗ezsperling@gmail.com
Independent candidate presentation prepared for Wheel’s Patient Experience team.