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Highmark Inc. is one of the largest Blue Cross Blue Shield–affiliated health insurers in the U.S., serving millions of members across Pennsylvania, Delaware, West Virginia, and parts of New York through its Blue-branded plans and diversified businesses. Originating from the 1930s Blue Cross and Blue Shield movements in Pennsylvania, Highmark has grown through a series of mergers and affiliations—most recently expanding into southeastern Pennsylvania—to become a statewide Blues plan. Historically, its predecessor organizations helped pioneer programs that later informed national models like CHIP and Medicare, reflecting an ongoing focus on broad access to care, regional integration, and long-term community health.
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Through the consulting firm Dahlam & Silberman, I partnered with Highmark to design a series of internal tools for providers. One of the flagship projects was the Provider Resource Center, a robust portal where providers can log in to access everything from manuals and forms to medical and pharmacy policy search, bulletins, and program updates. I led UX and visual design to make a very dense information ecosystem feel navigable—using clear information architecture, layered navigation, and consistent visual patterns so providers can quickly drill into the exact policy or document they need.
I also created a gamified learning experience for an internal authorization platform called Predictal. To make a complex workflow intuitive, I designed an interactive “map” that functions like a game board: providers can see the full journey at a bird’s‑eye view, track their progress, and choose how they want to learn—either by following the visual path, stepping through a linear module sequence, or using a more traditional course layout with side navigation, embedded video, and written transcripts below. Across both initiatives, my focus was on turning heavy, operational content into interfaces that are approachable, learnable, and efficient for busy clinical teams.