Prangan Duarah
Service Delivery Manager Healthcare
Bangalore
Summary
A competent professional with 15+ years of experience in Healthcare and Pharma domain, enabling companies to anticipate trends, determine best actions & gain ground of competitors. Proven track record of successfully managing service delivery operations, optimizing processes, and ensuring exceptional customer satisfaction. Skilled in cross-functional collaboration, project management, and strategic planning. Adept at leading high-performing teams to achieve organizational goals and deliver quality services.
Overview
16
16
years of professional experience
4
4
Languages
Work History
Service Delivery Manager
Tata Consultancy Sevices
02.2022 - Current
- Oversee the end-to-end service delivery operations for consumer care health products
- Maintained proper staffing levels to guarantee timely and accurate deliveries
- Lead a team of 55 service professionals, providing coaching, mentorship, and performance management to drive productivity and excellence.
- Develop and implement service level agreements (SLAs), KPIs, and metrics to monitor and evaluate service performance, driving continuous improvement initiatives
- Spearhead the implementation of new service offerings and technologies, streamlining processes and enhancing efficiency
- Resolve escalated customer issues and complaints promptly, ensuring high levels of customer satisfaction and retention
- Prospected for leads to build pipeline and convert to sales opportunities.
Senior Data Consultant
Optum Global Solutions
11.2020 - Current
- Mentoring a team of experts specializes in analytics & addressing issues pertaining to process updates, policy and procedures change
- Working closely with technology & business teams to embed analytics & create dollar value for stakeholders
- Designing & documenting requirements & producing high-level analytical plans to execute the same
- Checking the performance of team members & implementing individual action plans for providing feedback on performance
- Translating a business requirement to technical logic, presenting the solution & data to non - technical personnel.
Assistant Manager
Genpact India Pvt. Ltd.
03.2015 - 11.2020
- Generated business insights, reporting solutions on huge datamart/databases
- Streamlined the projects with the AGILE methodology and achieved error free & timebound delivery of the projects planned on JIRA application
- Worked as a client partner on clinical high high dollar projects & generated revenue
- Handled Medical Data Analysis of clients to provide medical history- Diseases, ER Visits, Admits
- Mentored team members performance while ensuring efficiency
Business Analyst
Genpact India Pvt. Ltd.
10.2010 - 03.2015
- Successfully handled SQL reports of highly impacted projects
- Provided business solution's to the clients for the critical implementations
- Introduced First Time Right Concept within the team which helped in error-free results
- Handled Process Improvement Solutions on several healthcare products to ensure effectiveness
- Led the team for CMS Star Rating Analysis: Most impactful analysis on the US Healthcare which helped the clients to improve their Star Ratings for the given health plans.
Senior Medical Coder
Omega Healthcare Ltd
03.2008 - 10.2010
- Understood medical diagnosis, drugs with proper treatment & code the reports with ICD9 and CPT
- Handled quality assurance for all the pre-defined codes & the reports allotted by the team
- Handled Monthly Client Review calls on the performances of the team
- Managed the final call with the client on the daily reports coded.
Education
Bachelor of Physiotherapy(BPT) -
RGUHS
12th - undefined
Kendriya Vidyalaya(CBSE)
Skills
Data Analytics
Regulations Compliance
Project Management
Resource Planning
Business Analysis
Team Building and leadership
Data Management & Reporting
SQL
Tableau
Quality Assurance
Certification
LEAN Six Sigma White Belt Certification (2015)
Hobbies Passion
- Photography
- Travelling
- Reading
- Biking
Awards
- Awarded 4 Silver Awards for exemplary work in projects - 2018 and 2019
- Awarded 3 Bronze Awards for CSR Activities - 2017 and 2018
Projects
Auto Foresight
Data Powered Sales Analytics
Market 360 Analysis
CMS Star Measure Rating Performance
Patient Adherence Performance
Specialty Drug Analysis IOD Analysis
Timeline
Service Delivery Manager
Tata Consultancy Sevices
02.2022 - Current
Senior Data Consultant
Optum Global Solutions
11.2020 - Current
Assistant Manager
Genpact India Pvt. Ltd.
03.2015 - 11.2020
Business Analyst
Genpact India Pvt. Ltd.
10.2010 - 03.2015
Senior Medical Coder
Omega Healthcare Ltd
03.2008 - 10.2010
Bachelor of Physiotherapy(BPT) -
RGUHS
12th - undefined
Kendriya Vidyalaya(CBSE)