Dejianlungliu A.K. SARAH
Healthcare IT
Pune,Nyati Ethos
Summary
Operations Consultant – Client Delivery Services supporting enterprise healthcare technology environments across Engineering, Hosting, Project Management and Client Delivery. Coordinate customer initiatives, workflow changes and service delivery activities across multiple business environments, with hands-on experience supporting Genesys Cloud across 23 implementations/business settings. Translate customer and business requirements into actionable changes, coordinate delivery through testing and deployment, and support post-implementation validation. Use Power BI, SQL, SSRS, LogicMonitor and AppDynamics to monitor operational performance, identify risks and coordinate resolution. Develop SOPs, workflow documentation and process maps while facilitating stakeholder reviews and continuous improvement initiatives.
Overview
5
5
Languages
13
13
Certifications
11
11
years of professional experience
5
5
years of post-secondary education
Work History
Operations Consultant
Altera Digital Health ( Prevoiusly Allscripts)
Pune , Maharashtra
07.2022 - Current
- Oversee customer operations and service delivery across Engineering, Hosting, Project Management and Client Delivery teams within enterprise healthcare environments, supporting operational readiness, service continuity and customer outcomes.
- Facilitated Genesys Cloud implementation across 23 diverse business environments, coordinating stakeholders, business requirements, workflow changes and operational readiness through deployment.
- Lead stakeholder discovery and change initiatives, using surveys, discussions and customer feedback to identify business requirements and enhancement opportunities; coordinate changes from requirement identification and change requests through development, testing, approvals, production deployment and post-implementation validation.
- Optimise healthcare workflows and customer operations by coordinating Genesys Cloud–ServiceNow Click-to-Dial integration, developing reusable communication macros, and implementing AI-supported transcription and Copilot capabilities to improve documentation, case accuracy and response efficiency.
- Monitor service performance and operational risk using Power BI dashboards for SLA, NCT, FDR and 3DR metrics, while reviewing LogicMonitor alerts and coordinating technical investigations to reduce customer impact and strengthen service reliability.
- Drive operational improvement and knowledge enablement through performance reviews, stakeholder risk assessments, SOPs, workflow documentation, Visio process maps and IVR call-flow diagrams; coordinated Allscripts–Veradigm–Altera organisational transitions across IVR and customer-facing workflows.
- Led cross-functional initiatives to improve server deployment operations. Deployed servers with AppDynamics, ensuring real-time performance tracking. Coordinated with various teams to enhance overall deployment effectiveness. Applied insights from AppDynamics to refine server management strategies.
Senior Quality & Compliance Associate
Emeritus
Bombay, Maharashtra
10.2021 - 02.2022
- Conducted quality audits and compliance reviews to ensure adherence to operational standards.
- Prepared quality reports and partnered with operational leaders to implement continuous improvement initiatives.
- Compiled quality reports and collaborated with operational leaders to drive continuous improvement initiatives.
- Managed audit documentation and facilitated quality governance processes.
Support Consultant
Allscripts Healthcare
, Maharashtra
02.2016 - 06.2021
- Provided tier 2/3 enterprise application support for FollowMyHealth, PIH EHR patient engagement platform, working alongside healthcare customers to elevate user experience, application adoption, and operational performance.
- Supervised customer cases through Salesforce CRM while adhering to SLA requirements and sustaining effective communication throughout support lifecycle.
- Coordinate customer case handling through Salesforce CRM, upholding SLA standards and enhancing communication throughout support lifecycle.
- Crafted and introduced structured CSAT-driven quality framework aimed at capturing customer feedback, detecting recurring themes, and proposing service improvements that bolster customer experience and product adoption.
- Formulated and applied structured CSAT-driven quality framework that collected customer feedback, pinpointed recurring themes, and suggested improvements for customer experience
- Created knowledge articles and troubleshooting guides to improve customer self-service and promote internal knowledge management.
- Mentored over 30 support consultants in effective product processes, customer communication, and troubleshooting techniques.
- Translated nuanced technical information for both technical and non-technical stakeholders, harmonizing clinical and technical frameworks.
Business Analyst Associate
Credence Resource Management
Pune, Mahrashtra
06.2015 - 02.2016
- Optimized revenue cycle management for U.S. healthcare clients, enhancing billing accuracy and overall efficiency.
- Created operational reports and engaged with cross-functional teams to optimize customer outcomes and operational efficiency.
- Prepared operational reports and collaborated with cross-functional teams to drive improvements in customer outcomes and operational efficiency.
- Developed analytical, documentation and stakeholder communication skills to facilitate project success.
Education
Bachelor of Science - Nursing
GNRC -AINE
Guahati -Assam 02.2010 - 04.2015
Skills
Customer Engagement & Stakeholder Management
Customer Relationship Management (CRM)
Customer Retention Support
Business Requirements & Discovery
Customer Onboarding & Enablement
Voice of Customer (VoC)
Renewal Management
Expansion Opportunity Identification
Client Delivery
Customer Issue & Escalation Management
Cross-functional Collaboration
Customer Communication & Relationship Building
Client Delivery & Implementation
Workflow Analysis & Process Improvement
Change Implementation
System Validation & Go-Live Readiness
Post-Launch Support
SLA / KPI Governance
Risk, Issue & Dependency Management
Operational Readiness & Service Continuity
Incident & Escalation Coordination
Monitoring & Operational Health
Process Documentation & SOP Development
Continuous Improvement
Operational Reporting & Performance Analysis
Stakeholder Review & Action Tracking
Certification
Microsoft Certified: Data Analyst Associate with Power BI
Timeline
Operations Consultant
Altera Digital Health ( Prevoiusly Allscripts)
07.2022 - Current
Senior Quality & Compliance Associate
Emeritus
10.2021 - 02.2022
Support Consultant
Allscripts Healthcare
02.2016 - 06.2021
Business Analyst Associate
Credence Resource Management
06.2015 - 02.2016
Bachelor of Science - Nursing
GNRC -AINE
02.2010 - 04.2015
SELECTED CUSTOMER SUCCESS & OPERATIONAL CONTRIBUTIONS
- Customer workflow optimisation and IVR journey mapping using Microsoft Visio.
- Operational performance reporting using Power BI for SLA, NCT, FDR and 3DR analysis.
- Customer feedback analysis, stakeholder engagement and enhancement planning.
- Cross-functional collaboration across Engineering, Product, Hosting and Project Management.
- Change implementation, production validation and operational readiness for enterprise healthcare platforms.
- Knowledge management through SOPs, process documentation, onboarding resources and technical training.