Speaking
I speak on AI adoption in operations, change management, and healthcare service delivery, with a focus on what it takes to make new technology work for frontline teams and the people they serve. For speaking and panel invitations, reach out through the contact page or LinkedIn.
Short bio
Heather Powell is an Operations Lead and Project Manager in Commercial Member Services at a major health insurance company, where she leads AI adoption and integration for member service operations. Across a 20-year career she has specialized in turning new technology into working frontline operations through training, quality frameworks, and change management. She is based in Chattanooga, Tennessee.
Long bio
Heather Powell is an Operations Lead and Project Manager in Commercial Member Services at a major health insurance company, where she leads AI adoption and integration for member service operations. Her 20-year career in health insurance spans business analysis, performance improvement, and program delivery, with a consistent throughline: taking something complicated and making it work for real people.
Heather's current focus is the operations side of enterprise AI, where adoption actually happens. She integrates AI tools into daily operations, builds the training and quality frameworks around them, and prepares frontline teams to succeed with them. She holds a Lean Six Sigma Green Belt, completed the IMPACT Leadership Program in 2025 and the Emerging Leaders Development Program in 2024, and earned eight professional AI credentials in 2026 through Vanderbilt University and Google. She believes AI in a healthcare contact center is not a technology project but a people project with a technology component, and her work centers on getting both right at the same time.
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