The situation
CIGNA launched CODE Runner, its Clinical Operations Delivery Management program, as a funded multiyear initiative supporting holistic health management. It brought a new platform and new ways of working to 300+ clinical operations staff who had to do their jobs confidently from the first day of the first release.
My role
I led readiness for Phase 1 clinical users, working across clinical operations, technology, content, QA, vendors, and leadership to turn platform functionality into something people could actually learn. That meant setting scope and test cases, aligning to the delivery schedule, and telling senior management the truth about risks while there was still time to act on them.
My approach
- Mapped system functionality against what clinicians actually do all day, then tied the curriculum to real workflows and the release plan.
- Coordinated development, content, QA, staging, clinical operations, and outside vendors so what people learned matched the product they'd get.
- Turned system requirements into storyboards, which got stakeholders agreeing on what to teach and in what order.
- Tracked readiness against the technical schedule and escalated dependencies before they could cost clinicians their confidence.
Outcome
Phase 1 hit its scope and 300+ clinical operations staff were using the new platform within the first year, which strengthened CIGNA's broader health-services capability. The work earned the CIGNA Quarterly Champion Award.