Lead Product Designer. 2021-2025. Lead the redesign of the release of information platform.

The Challenge

Managing the release of medical information is an essential yet complex task for health systems. Requests come from a wide range of sources—legal teams, auditors, insurance companies, and patients—each with unique requirements. Many hospitals rely on manual, time-consuming processes to retrieve, verify, and deliver records, leading to inefficiencies and delays. Our goal was clear:

How might we...create a platform that automates and streamlines day-to-day productivity for ROI teams?

The Outcome

The team designed and built a full-featured Release of Information (ROI) system that was successfully adopted by three major health systems. These organizations replaced their aging 3M solutions with our platform, recognizing its ability to not only handle requests efficiently but also increase productivity and revenue potential for ROI services.

The Context

When I joined the project, Moxe had an existing product, but its scope was limited to CMS audits and large chase requests from third-party data aggregators. While useful for a specific subset of requests, it couldn’t support the full range of use cases that ROI specialists encounter daily.

The goal of our redesign was to transform this narrow tool into a comprehensive ROI system replacement. It needed to support every type of information request, empower staff with faster and more accurate data retrieval, and introduce automation to reduce manual workloads. By integrating our advanced substrate processing system, we sought to significantly improve user productivity while maintaining the accuracy and compliance required in healthcare.

Understanding Our Users

We started by identifying the key stakeholders who would rely on the system daily. To build the right product, we conducted user research at customer sites, shadowing specialists as they processed requests. When in-person visits weren’t possible, we conducted remote user interviews.

ROI Specialists

The frontline workers processing requests, managing paperwork, and ensuring compliance. Their experience was invaluable, and we weren’t looking to replace them—we wanted to enhance their workflow, making them faster and more efficient without losing the human oversight critical to the process.

ROI Managers

The individuals and organizations submitting requests. These users varied widely in expertise, from seasoned legal teams familiar with ROI procedures to individual patients navigating the process for the first time. We needed to ensure the system was intuitive and accessible to all requestors.

Requestors

The individuals and organizations submitting requests. These users varied widely in expertise, from seasoned legal teams familiar with ROI procedures to individual patients navigating the process for the first time. We needed to ensure the system was intuitive and accessible to all requestors.

Redefining the Platform

With a clear understanding of our users, we gathered the product and engineering teams to establish our design principles. These principles guided our decision-making as we redesigned the platform from the ground up, ensuring it remained user-friendly while offering powerful automation.

• Quick & Effortless: Minimize friction in repetitive tasks.
• Reliable & Trustworthy: Ensure compliance and data security.
• Intuitive: Keep the interface simple and approachable.
• Opinionated & Flexible: Support common workflows while allowing customization.

Key Areas We Tackled

Breaking the Chase List Paradigm

The existing system was built around bulk processing of requests, which made sense for audits but was inefficient for individual requests. We redesigned the workflow to support both high-volume processing and one-off requests, introducing an interface that allowed users to manually enter requests while still supporting bulk CSV uploads for larger-scale operations.

Refining Data Entry

Processing requests efficiently meant reducing redundant work and improving how data was entered. One of the biggest blockers for ROI teams was the sheer volume of incoming requests—many of which were duplicate submissions. Staff wasted valuable time manually identifying and handling these duplicates, leading to inefficiencies and errors.

To solve this, we built a duplicate request detection system that flags potential duplicates at the first point of data entry. Now, instead of sifting through records manually, users can immediately see if a request has already been submitted, compare similar entries, and determine whether they should be merged or handled separately. This streamlined approach not only eliminates unnecessary work but also helps prevent processing delays and inconsistencies.

Modernizing Invoicing

ROI services are often revenue-generating, yet many hospitals still relied on outdated paper-based billing methods. We built an integrated invoicing system that allowed users to generate invoices and accept electronic payments through Stripe, streamlining the payment process and eliminating unnecessary delays.

Improving Delivery Methods

The way health systems deliver records varies widely—fax, mail, secure portals, and email all play a role. While faxing remains dominant, we saw an opportunity to introduce more secure, modern delivery options. For our initial release, we focused on a passwordless delivery portal that used knowledge-based authentication, allowing requestors to securely download their documents without the need for account creation. Fax and mail integrations were deprioritized for later iterations, ensuring we met our launch timeline without sacrificing future flexibility.

Democratizing Design

As part of this project, we also began developing a design system to standardize UI elements, interactions, and accessibility best practices. This foundation later expanded to two additional products, ensuring consistency and efficiency across Moxe’s growing suite of software.

Key Learnings

Launching the first version of the new ROI platform was just the beginning. After deployment, we focused on data-driven improvements, integrating MixPanel and other analytics tools to track user behavior and refine the system further.

• Stakeholder Alignment: Every health system had its own expectations for the product. Balancing customization requests with maintaining a scalable, maintainable system required constant prioritization and communication.

• Process Variability: No two ROI teams operated exactly the same way. While we couldn’t accommodate every custom workflow, we designed the system to be flexible enough to adapt to a wide range of needs.

• The Power of Collaboration: Insights came from everywhere—our product team, engineers, users, and even customer support staff. Ensuring we listened to every perspective and balanced those insights with user research was critical to making informed product decisions.

By focusing on automation, modern user tooling, and scalability, we delivered a powerful new ROI platform that streamlined health system operations and set a strong foundation for the future of the platform.