Defining Optum's Value to Providers

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This project played a pivotal role in closing one of Optum’s first expanded provider contracts beyond revenue cycle management. As we looked to grow our presence in the provider space, I led the creation of a strategic experience map that helped define and communicate the full suite of value Optum could deliver to provider organizations.

We began by mapping out a high-level provider journey and then held targeted workshops with business units across the enterprise to identify existing capabilities—some of which had been built for payers or employers but could be repurposed for providers. As the map came into focus, we also identified capability gaps and proposed new, low-lift solutions to fill them.

Each capability was tied to a specific value driver—such as revenue generation, cost reduction, patient satisfaction, improved quality or efficiency, or physician experience—helping make the business case clear and compelling. We also layered in macro trends, supporting data, and innovation callouts to highlight how Optum’s solutions were not only relevant but forward-thinking.

The final maps were used by senior leadership in board-level presentations with prospective provider clients to align on the scope of work, visualize the offering, and secure executive approval for the deal.

Related Press Release

July 17, 2019, John Muir Health, John Muir Health and Optum Launch New, Comprehensive Relationship to Advance Quality Care and Experiences for Patients in Bay Area