Account Manager

About Me:

An industry expert, driven to embrace ambiguous situations and opportunities in Education, Finance, Healthcare, and Life Sciences with 20+ years of global delivery & account management experience in IT and Business Services. Successfully managed & grew a portfolio of key accounts including Pfizer, Medco, Quest, Ascension, BCBS NJ, Mt Sinai, Highmark, Telerx, GE Capital, UBS, and Merrill. Demonstrated strong relationships with key clients, resulting in increased revenue and repeat business. Expertise in managing Digital, Cloud, Modernization, Customer Experience, Consulting, and Systems Integration. Key strengths are collaboration, opportunity management, securing RFPs, design & delivery of Solutions, renewal processes & contract negotiations with client executives. Proficient in customer value chain concepts & delivering results and skilled in leading and motivating teams of account executives to achieve business objectives

Key highlights of the Healthcare & Lifesciences experience include

Worked in multiple healthcare domains such as BPM, RCM, Claim Adjudication, Claim Products, regulatory changes (HIPAA, ICD10, HCR), Adverse Event reporting, offshore pharmacists, and physicians. Trial Site identification for a significant outcome for the Speed, outcome, and evaluation of trials

Education:

MBA Indian Institute of Management, Ahmedabad, India

Lean Six Sigma Master Black Belt GE & Genpact, USA & India

Executive Program Fuqua School of Business, Duke University, USA

IoT Product Management, On Campus Stanford University, USA

Leadership Program JF Welch Leadership Centre, GE CrotonVille, USA

Artificial Intelligence, ML & Neural Networks, On Campus Stanford University, USA

Past Accomplishments:

Managed a portfolio of $20MM Healthcare clients, and acquired new logos for $2M & RFPs for Life Sciences

Identified the core challenges, and designed, and implemented the Enrollment & Billing Process for Healthfirst (Insurance). Secured an $820K pilot project in the Agile Business Transformation program for the Enrollment & Billing processes with Virtusa as lead technical & consulting partner

Successfully enhanced & implemented Global Healthcare Call Center Application and Underwriting and Claims Automation process for Telerx (Merck subsidiary). Reduced manual intervention debt by 8%, technical debt by 15%, and app modernization by 18% within 2 years

Areas of Expertise:

Product & Program Management

Digital Transformation

Payers, Providers, Pharma & Biotech

Strategy & Analytics

Process Improvement

Strategic Sourcing & Procurement

Account & P&L Management

Automation /AI/ML

Revenue Cycle Management

Go-to-market solutions

Partnership Management

Solution Identification & Transition

Stakeholder Management

Change Management

Customer Experience Strategy

Communication/Collaboration

Globalization IT+BPM

Managed & Shared Services

Experience:

Chief Delivery Officer: LitonRx, (Dec2022-till date)

Led the development and implementation of business strategies for price transparency, improve medication access for Digital Pharmacy entry & expansion into new markets. Manage multi-location consulting engagements

Collaborated with cross-functional teams to successfully launch new products and services, including a mobile app for prescription management and a telemedicine platform.

Developed and managed relationships with key stakeholders, regulatory agencies, and investors.

On charge of managing a specific market/industry, working in conjunction with the sales team to drive growth and achieve business objectives

Monitored performance targets and deadlines, ensuring adherence to quality standards, and taking appropriate action if necessary

Healthcare & Life Sciences Director, Infostretch (Sep 2021- Mar 2022)

Lead the strategic west coast accounts and was responsible for shaping business strategy, driving innovation, and delivering Digital Healthcare related transformation services to clients. Helped clients successfully embrace & leverage digital engineering services for Payers, Providers & Life Sciences.

Provided strategic planning and alignment with customer’s digital initiatives

Overall responsible for the Profit and Loss of the market, consistently delivering and exceeding profit expectations

Effectively managed the statements of work and drove renewals/expansion.

Managed accounts in onshore/offshore managed capacity delivery model

Led solution development efforts by orchestrating the involvement of all necessary practice leads in the organization.

Delivery Director, AkosMD (Oct 2015 - Sept 2021 San Jose, CA)

Led AI Powered three vertical service lines for a comprehensive end-to-end integrated Cloud-based, patient-centered platform

Led product development & launched MED Clinic, Value-Based Virtual Health for AkosMD. Created a comprehensive strategy and tactics roadmap to improve the Product user experience which led to an increase in membership by 27%-33%

Architected state-of-the-art, Work Comp Solution for employee medical benefits on a single platform with a cross-functional team of developers & designers for stakeholders including payers, providers & patients

Oversaw development of comprehensive Connected Care Portal product to effectively guide patients on care journey to understand patient needs and risks with a unified view of patient health plan

Senior Director, Virtusa (Jan 2014 – Oct 2015) New York, NY

Maintained and grew Virtusa’s footprint within the existing account(s). Created strategies to expand Virtusa’s presence within Healthcare and Life Sciences including winning RFPs with current and prospective clients. Led sales/ pre-sales by assessing opportunities, responding to RFPs, creating proposals and presentations, establishing relationships with clients and prospective clients, and closing new deals. Led complex & large-scale global programs of Value-Based Payment Transformation, Contact Center Transformation, Product/Benefits Transformation, and Payer Mobility with technology & business partners like Pega, SFDC, and SAP.

Highmark: Expanded existing account programs from $1M to $3M. Generated new programs by leveraging client relationships, pain points, and synergies with Virtusa. Managed Alliance Partnership with Pega Systems and led a global team for Pega Upgrade, Maintenance & Support. Was requested by CEO’s team to be a guest blogger on “Future of Healthcare”

Healthfirst: Secured an $820K pilot project of 6 months in the Agile Business Transformation project for Enrollment & Billing processes for a strategic account. Built and led a cross-functional team of Scrum Master, Pega experts, Lead System Architects, Business System Architects, and Developers. Cross-selling and up-selling of Virtusa Products & Services to various department and functional leaders of Healthfirst

Telerx: Led a 2year fixed-price program of $4.8M for development, testing, integration, support, and launch of CaseTrack360. Managed alliance partnership with Pega for PharmaCoVigilance, Patient Access Monitoring, Utilization Management & Analytics with Healthcare Frame Accelerators. Led the implementation of a large, multi-year customer call center transformation program leveraging Pega rules-based technology for Patient Outcome Management, integration with CTI, DocuSign, SharePoint & Oracle Argus Safety

Client Partner, Infosys Public Services (July 2012 – Jan 2014) New York, NY

Built strong relationships with customers based on mutual trust and respect, maintained constructive relationships even when issues arose, and was seen as a respected sparring partner at different levels of the client organization. Negotiated, structured, won multiple RFPs & led P&L of large operations & transformation for healthcare clients

Horizon BCBS: Sold & Led 3-year managed services deal in lieu of existing RFP proposals with optimum onsite,

offshore, and near-shore leverage to deliver $65+M TCV by establishing CXO connects & consultative solution selling

Led programs of SQA, ADM, Production Support & BPO service for Member Portal Management, Provider File Management & was recognized by CEO for improvement in Provider Data Quality Index (PDI) score to 99% leading to #1 position in the Health Plan peer group

Led IT & Business Services programs for Claims Engine Operations, Maintenance Support and Healthcare Mandate Programs like HIPAA 5010 upgrade

Geisinger Health System: Managed transformation of Testing Services from staff augmentation to a Managed Capacity model and Managed Services model with a net saving of $8.5M in 3 years

SVP, NFP Focus (Oct 2011 – June 2012) (Currently Suspended) New York, NY

The founding leadership team for entrepreneurial business process outsourcing venture focused on Non-Profits (Education, Healthcare)

Director Globalization, Accretive Health (Jan 2009 – Sep 2011) Chicago, IL

Collaborated to develop partnership & operational excellence and process efficiencies with hospitals like St John, St Mary’s to establish Blended Shore Shared Services Operations sites of 700+ FTEs at India & US for greater efficiencies, revenue, and margins via optimized global (RCM) Revenue Cycle Management operations & better service to patients

AVP, Genpact (July 2005 – Dec 2008) New York, NY

Worked as Account Manager & Master Black Belt for Re-engineering projects for Global Clients including UBS, Medco, GE, Merrill Lynch, UBS, Nissan, Pfizer & Merck in IT, F&A, HRO, S & P, BPR, Analytics

UBS: Successful establishment of Re-engineering consulting practice of Genpact to negotiate contracts with Investment banking clients for the transformation of ABCDS (Asset Based Credit Default Swaps) processes to increase the trading capacity and accuracy

Pfizer: Co-created, sold, ran & evangelized the “Office of the Future” initiative as a Client Partner for the launch of On Demand Analytics, Research, Presentation, and Documentation business services

GE Software Solutions: Successfully changed NPS for the client to promoter from detractor as operations Leader in Siebel COE

Manager, GE Capital (May 2001 – July 2005) Danbury, CT

Incubated & rolled out Capital Markets Operations platform for securitization across P&Ls for GE and had inaugural ABCDS issuance of $371M+

Led operations integration program Citi Transport Finance integration to form GE Transport Finance

Pre-MBA (1996 -1999) during my BA in Patna, India

Partner at garage start-up A++ Compulab, Lab-in-Charge & Faculty at Aptech, Facilitator of the inaugural launch of Zed Point by Zee TV, Aptech & Apple, Education venture for computers in online training world in the pre-MOOC era

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