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Project Manager

Mumbai, Maharashtra, India
March 21, 2019

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Santosh Singh

***\A Wing, Kashidham Bldg, Y.R.T Road, Dahisar (E) Mumbai 400068. Maharashtra, India

E-mail : / Mobile:/ +91-977******* /Skype:


Seeking Product Owner or Business Analyst position in IT Industry.


MBA Graduate, with 15 + years of experience in Business Analysis, Project Management and Service Management. ITIL Foundation certified. Completed training in Business Analysis and Agile (Scrum) form IIBA endorsed Institution

Have wide exposure working in HealthCare IT domain, some of the major projects undertaken are:

1. Scheduling and CRM System for Healthcare Practices

2. Enquiry module for Healthcare Practices

3. Entire SOAP Notes in EMR (Including Lab/DI /Procedure module)

4. Patient Portal

5. Support System for healthcare IT

6. Working on project for automating of more than 500 Electronic Specialty based forms

This involved use of requirement gathering / analysis, documentation and constant interaction with various internal / external stakeholders.


Experience in working with various SDLC models like Waterfall, Agile (Scrum and Kanban) and Iterative.

Experience in various requirement eliciting techniques like Interview, Brainstorming, Questionnaires, Workshop & JRD.

Excellent documentation skill for preparing functional and non-functional artifacts like BRS, FRS, SRS, traceability matrix, test plan / test cases, business case/ architecture / deployment diagrams and user manuals.

Continuous interaction and close relation with various project stake holders like business users, technical teams – developers / support / vendor, QA team & Project Management team.

Experience in software requirement modeling techniques like UML (Use Case), dataflow diagram, flow chart, Process Flow using MS – Visio.

Good understanding in area of Enterprise I.T Infrastructure, application program, RDBS, System Design, Internet, and Intranet.

Experience in different testing Methodology like Black Box, White Box, Unit, Integration, Regression, system and SIT testing.

Wide experience in working and implementing different types of projects like Software product, new developments & Migration Projects.

Excellent understanding of Agile scrum framework.

Compitent in working closely with the product/solution managers for product vision, acceptance of delivered functionality against user stories and to make final decision regarding completeness of the delivered software

Have ability to write and capture user stories that communicate the product initiatives and requirements.

Help in prioritizing requirements/user stories based on inputs from business stakeholders

Assist in Sprint planning and coordinate with development, QA and support team.

Grooming and prioritizing the product backlog of defined features, user stories and work items


eClinicalWorks India Pvt. Ltd (Mumbai, India) April 2015 – Till Date

System Analyst

Responsible to take an ownership of a project throughout the software development lifecycle (SDLC) from business case creation to design, implementation, testing and support.

Understand project scope. Plan, identify and analyze implementation risks and impacts. Develop risk mitigation plan and response to unexpected risk. Work hand in hand with project manager in monitoring and controlling risk responses throughout project management process

Leads clinical requirements development with business analysis, process mapping, design of complex systems and processes, with a demonstrated ability to translate business requirements into system requirements

Excellence team assist, work closely with internal and external stakeholders to understand customer and business requirements, facilitating product manager with organizations priorities for formulating product vision

Maintaining and prioritizing the Product backlog, defining themes, epics and user stories for requirements in JIRA, participating in sprint planning, working with development and QA team to accept /reject the delivered functionality within each Sprint and facilitate acceptance testing of releases to customers.

Bridging the gap between various project stakeholders. Understanding the business requirement and challenges from various business groups by user interaction and performing GAP analysis.

Understanding the feasibility of the requirement and suggest/discuss best of the solution to users with minimum customization.

Preparing the complete functional documents like FRS, BRS and use cases and taking sign off from users to freeze the final requirement.

Preparing system requirement specification document (SRS), depicting the front-end design and expected system behavior for users.

Planning the time line and resources for each stage, by coordinating with internal stake holders, communicating and negotiating same with business users.

Conduct meeting with developers to explain the approach and expected final outcome, such as Business logic and flow.

Getting involved in non-functional discussions & documentations like architecture, Database Table Structure and preparing LLD & HLD document

Preparing the UAT plan and test cases. Perform SIT, ensuring the standard quality of the module and releasing it to users for UAT. Post successful UAT ensuring smooth movement of code in Production region.

Tracking and ensuring the deliverables of module in time.

Providing training and create user manual for users

Provide system support for day to day problem reported by users and continuously evaluate the existing system in terms of usability, performance & cost effectiveness to understand the area of improvement.

Mange change request through change management process. Participate in Change Control Board (CCB) to present probability v/s impact analysis, risk mitigation plan, expected output from risk and take signoff from business

Coach and mentor team members on business and development processes

Key Clients handled: NFL (National Football League) (US), Emirates Airline (UAE), Wellmed EMR (US), HCL (India), Mirage (UAE) e.c.t.

Project Undertaken:

1.Scheduling and CRM System for Healthcare Practices: Involved in process reengineering of the existing Scheduling and CRM workflow system, to reduce the operational activity at various stages for front office. A GAP analysis was done by interviewing the users and then reviewing the existing system. The system was optimized by reducing man hours & manual intervention. Since all the information are stored, the system is also designed to generate reports.

2.Enquiry module for Healthcare Practices: Automated application was built to source new leads from various data points (like website, other application, manual feed, bulk file upload) and distribute automatically to various executives. All the pre-sales stages were configured in the system (Depending upon medical procedures type), right from Lead inception till the closing. All the activities can be scheduled, assigned & tracked into system, enabling transparency of process for the office manger. The application was also integrated to push the closed leads to core scheduling system as new appointment for the patient.

3.SOAP Notes in EMR (Including Lab/DI /Procedure module): The existing SOAP Notes in EMR was reengineered to map the requirement of “meaning full use” regulations & payer incentive program in US healthcare market. New feature was introduced along with effort to optimize user experience (UX) by reducing number of clicks for multiple existing feature. This involved understanding Medication / Lab / DI / Procedure interface workflow within application and then integration of appropriate HL 7 methods. Impact analysis was processed to produce risk mitigation plan.

4.Patient Portal: Played major role in developing web-based application for patient by integrating it to practice EMR, enabling bidirectional flow of medical information from both patient and practice. The system is capable of handling the online appointment booking. Updating patient history, demographic information, online payment, insurance details and filling up questionnaire or survey forms

5.Support System for Healthcare IT: Was involved in internal business process reengineering project to design a work flow for support system. Integration of Internal Ticketing Management System with Support Portal to address response and resolution SLA in service management, enhancement request and user training for post go live practices. Demonstrated Kanban board by creating Patient safety lane as P1 issue in support system.

6.Specialty Form, Smart Form and Worksheet: Lead Business Process Design (BPD) and project for automating of more than 500 Electronic Specialty based forms, to create structured and non-structured data element for documenting, produce different level of reports and analytics. Develop customize company-wide worksheet for procedure level documentation enabling provider to include ICD and CPT codes for Claims adjudication. Authenticate copyright infringement, work with author and internal compliance team to get copy right clearance for developing patient screening tools within EMR.

eClinicalWorks India Pvt. Ltd (Mumbai, India) April 2012 – April 2015

Strategic Account Manager

Worked for US healthcare-IT provider and payer vertical for delivery of product and services (EMR and PM software) including Health Insurance Claim, handling “Post Go-Live” Revenue Cycle Management (RCM) client

End to End responsibility for new request and services of assigned ambulatory healthcare account focusing on client relationship.

Oversee revenue cycle from Claim generation, Claims Adjudication, Claims Payment, and various EDI Healthcare transactions

Act as a Liaison within functional groups, suppliers and client. Facilitating smooth communication and coordination within all stake holders of company.

Recommend products and services to the clients based on their need to improve works flows and patient care.

Mapping and closely studying each account personal resources and IT infrastructure by driving Client Engagement and KYC calls in every quarter.

IBM Global Process Services Pvt Ltd (Mumbai, India) Jan 2008 – April 2012

Operation Executive

Managed incidents or service requests including major incident, using incident management

Liaison between Orange (ISP ), BT (line provider), Onsite engineer, L1 and L2 support, customer e.c.t.

Monitored existing tickets and followed escalation matrix to inform different function group owners on the open incidents and escalated to management on risk of missing the SLA

Participated in the Incidents to ensure that all parties contribute to the resolution. Coordinate between multiple support teams and with vendors to delivery incident resolution.

Enforce rigorous Root Cause Analysis to ensure under lying cause behind incidents is identified and understood

Creative eMarketing (Mumbai, India) July 2003 – November 2007

Business Analyst

Identified opportunities for improving business processes through information systems and preparation of statement of work (SOW) responding to request for proposals (RFP) to develop new systems and operational changes in business

Interacted with client engineering team to conceptualize, develop and implement software projects and solutions for various domain area.

Understood the requirements of the project by gap analysis using Business Process modelling and Process work flow to depict “As-Is (Current State Process) and To-be (Future State Process) of business

Drafted, maintained and reviewed the Requirement Analysis and Functional Specification documents including wireframe, business rules, exceptions and align them with technical requirements.

Worked with software engineering and quality assurance team to translate requirements into working solution

Supported functional, integration and regression test plans for new application functionality, enhancement and modifications. Used traceability matrix for documentation and validation of test cases

Responsible for functional testing and detection of bugs or defects for all the tested components.

Participated in deployment of the project at the client site, perform User Acceptance Testing (UAT) and ensuring client signoff for successful delivery of solutions

Communication to team and management on project development, timelines, and results

Key Clients handled: Bassbuds Speakers and Headphones, UK based, Just Dial etc.

Project Undertaken:

1.Website Development: Provide analysis and recommendations in coordination with elements, structure of websites and web pages. Design and implement the strategies through which the website of the client gets the top ranks in search engines against the targeted keywords. Support in writing website and other customer facing content

2.Migration project: Work on multiple migration projects for migrating, from out sourced vendor to an in-house application. Project like conversion of 3-digit numeric product ID to 6-digit alphanumeric character for whole sale dealers. Decommission legacy Excel based system and migrating data to new automated system.

3.Custom Application Development: The work flow system was designed for multiple project like CRM, Inventory management system, document management System e.c.t


2018 Imarticus Learning Mumbai, India

Change Management Prodegree (IIBA endorsed)

Fundamental & Knowledge areas of Business Analysis

Strategy Analysis

Client Requirement – Gathering & Analysis

Life Cycle Management

Stakeholder Management

Agile / Scrum Master

Project Management

2015 ITIL Foundation Certificate in IT Service Management Axelos

2012 Thakur Institution of Management Studies and Research Mumbai, India

Master of Information Management

2004 Thakur College of Science and Commerce Mumbai, India

Bachelor of Commerce


Excellent knowledge of Service Management aligned with Information Technology Infrastructure Library (ITIL)

Excellent knowledge of Healthcare IT (HIMS, HIS, EMR, EHR ) HL7, Meaningful Use, ICD and CPT Codes, Snow med Order set, Emergency or Urgent Care, LIS, RIS, Ambulatory outpatient workflow.

Fair Knowledge RDMS: My SQL and MS SQL

Experience in working on MS Visio, JIRA, Advance Excel, MS Power point and MS Word


Super Achiever Talented Award in IBM

All Star Award (Best Employee Award in 2012 – 2013) in eClinicalworks

Pillar Award in 2017 in in eClinicalworks

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