Chengalpattu, Tamil Nadu, India
Result-driven Healthcare Operations Leader with 20+ years of experience managing large, multi-geography US healthcare delivery teams and transforming operations for major payer and provider organizations. I specialize in building metrics-driven operating models, driving process excellence, and enabling digital transformation through RPA, AI, and advanced analytics. As a Global Process Owner, I have led enterprise-level initiatives across Operations Delivery, Contract & Commercial Management, Client Relationship Management, and large-scale transitions. I am known for improving operational outcomes, strengthening compliance, and enabling cost and productivity optimization. I have successfully managed large offshore teams, supported contract creation/renewals, and led end-to-end solutioning, partnering closely with clients and internal stakeholders to deliver measurable business impact. My passion lies in scaling operations, building high-performance teams, and driving transformational change that aligns with client strategy and market evolution in the US healthcare ecosystem.
Service delivery lead for critical issue groups. Responsible to drive accountability through KPIs across teams. Support direct reports to manage day-to-day operations and performance of the team Support Customer Care organization in achieving shared goals. Partner with peers to drive standardized training and QA Skill based resource planning / training Partner with leadership across the organization to identify and improve upstream drivers of customer care demand Keep abreast of industry trends to maintain an ambitious vision of best-in-class customer service
Accountable for developing Sales / Solution Plan and Presentations for new project discussions RFI, RFQ / RFP review and Response for new project proposals Participate in new project Orals/Sales discussions with the clients Providing Account leadership and expertise to support clients to achieve operations goals Create and execute Training and stabilization plan for the new projects Accountable for project transformation with AI / Robotic process automation. Responsible for creation and delivery of key metrics (CPI /KPI) Responsible for the financial management of the contracts, managed operating margin, cashflow, budgeting and cost optimization Responsible for Infrastructure set up which includes technology setup and enablement for new projects.
Led US healthcare Payor Process for a North American client. Accountable for service delivery across global location. Global Process owner for PDM processes. Responsible for the financial management of the contracts, managed operating margin, cash flow, budgeting, and cost optimization. Responsible for RFI, RFQ / RFP responses for new opportunities. Accountable for multiple Contract Creation / Renewal, solutioning. Solution future state contractual agreements with components such as Headcount based billing, Transaction based and Value based Billing. Responsible for the financial management of the contracts of $12M annually. Responsible for Strategic identification / planning of consolidating processes to Payor Services. Managed financial transformation projects with AI / Robotic Process Automation. Responsible for creation & delivery of key metrics (KPI/CPI). Solution future state shared services contractual agreements with components such as Headcount based billing, Transaction based and Value based Billing.
Led global provider data management team for a North American client. The operations were split across India and Philippines. Was responsible for India and Philippines delivery teams. Responsible for delivery of consistent SLA / KPI / CPI across all global operation delivery locations. Managed financial transformation projects with AI / Robotic Process Automation. Responsible for creation & delivery of key metrics (KPI/CPI). Managed end to end Customer Onboarding processes of US Healthcare Payor clients. Facilitated multiple Six Sigma projects of Continuous improvements, standardization, process streamlining, process documentation.
Responsible for Service delivery of Provider Data Management team for North American clients with team size of 100 headcount. Responsible for India delivery team. Stabilized operations of the team and recovered the project from HRE (High Risk Engagement) Accountable for Productivity, Quality and Automation opportunities of the process. Improved the team Quality from 94% to 97%. Implemented appropriate actions to sustain the results. Displayed the Operations control during client visits and was part of project expansion signoff. Travelled Onshore for Project Transition and successfully migrated E2E PDM process.