Suddha Roy

Company Overview: Carelon Global Solutions, formerly known as Legato Health Technologies, is one of the largest Global Capability Centers for Elevance Health US. It is a leading provider of data analytics, technology, and business operations for the healthcare sector.

Key Achievements and Responsibilities:

Leadership and Team Management:

• Lead a cross-functional team of 15+ frontline managers, overseeing a total span of 200+ employees across Technology, Product Management for the Pharmacy Line of Business (LOB).
• Fostered a collaborative work environment, providing comprehensive coaching and mentorship to improve team performance and morale.
• Implemented performance monitoring systems to track process efficiency and effectiveness, enabling data-driven decision-making and timely interventions.

Talent Development and Retention:

• Developed and executed talent development programs to enhance skills and career growth opportunities for team members.
• Implemented strategies to improve employee retention, resulting in lower Top Talent attrition

Performance Management:

• Established clear performance metrics and goals, conducting regular performance reviews to ensure alignment with organizational objectives.
• Recognized and rewarded high-performing employees, fostering a culture of excellence and accountability.

Technology and Innovation:

• Advanced knowledge of proprietary software solutions used across Pharmacy Applications (e.g., Intel Engine Backend, Specialty Application, Integration System on Data and Digital Solutions).
• Managed various tech enablers like GitHub Copilot and UI Path across projects for continuous optimization and innovation.
• Led the digital transformation of legacy applications to cloud-based solutions, implementing best practices to enhance system performance and reliability.

Strategic Initiatives and Project Management:

• Led the team to create a data lake for real-time analytics, enabling various LOBs to track KPIs and identify improvement areas.
• Managed the end-to-end delivery of the Advanced Home Delivery program (Door-To-Door Pharmacy Delivery) released in 2024, serving a 4 million member base.
• In charge of leading the Benefit Configuration, Testing CoE, and Enrollment process across the Commercial Business line.

Business Development and Commercialization:

• Led business-building efforts through the commercialization lever, supporting various RFPs for end-to-end implementation. Successfully delivered one external project, generating $10 million in revenue over three years.
• Implemented five key projects through the TechBO-Colab Office, resulting in $2.5 million in savings by meeting market and business requirements and driving continuous improvement.

Global Operations and Transformation:

• Continued to lead offshore platform and headcount transformation, particularly through the implementation of a 'follow the sun' model to ensure seamless global operations.
• Fostered cross-functional collaboration to enhance project delivery, resulting in a 25% reduction in project timelines and a 10% increase in project success rates.

• Leading large diverse team of 40+ members comprising of Paramedics, Translators and claims associates to achieve performance & quality targets.
• Key POC for end to end vendor management for claims translation service :- Actively managed the Vendor KPI’s, Inventory track and Budget Utilization.
• Responsible for the Transaction Type Billing Monthly/Quarterly along with True-up for entire Business Line. (Actively optimized 5% year on year savings realized for Client).
• Been the business SPOC for quality initiatives like ISO, ISMS, Internal Risk and compliance.
• Developed Real time business automation in order to focus to respond to the frequent escalation emails on priority.
• Maintained over 98% average for translation quality assurance and +99.5% in claims payout accuracy.

• Managed the Sales Team of 15+ team members, 2 units 1 Call Centre unit & 1 Data processing unit.
• Improved SLAs to reach 90% in performance and optimized resources through enhanced workforce planning, achieving 10% improvement.
• Responsible for the end to end turn around time from Pre-sales to Financial closure of property – Ensured 65% conversion of Quote to sales with 30 day TAT.
• Enforce plans that will help meet the needs of customers, Build long-term relationships with clients and customers.
• Participated in building Fraud, Waste & Abuse internal committee robust process across all functions.
• Managed and analyzed call center data resulting in 10% cost reduction of employee hours and increasing call center efficiency.
• Implementation of new skill based quality model in the pre-sales process resulted in higher c-sat and quality scores (above 85%).