Summary
Overview
Work History
Education
Skills
Accomplishments
KEY EXTERNAL & CROSS‑FUNCTIONAL ENGAGEMENT EXPERIENCE
Timeline
Generic
CHITHRA NARAYANAN

CHITHRA NARAYANAN

Addison,IL

Summary

Dynamic, results‑driven healthcare leader with 15+ years of experience guiding national teams, shaping enterprise strategy, and driving transformation across specialty pharmacy, clinical quality, and patient‑impact programs. Recognized for building trusted relationships with senior clinical leaders, manufacturer partners, and cross‑functional executives to advance quality, compliance, and operational alignment.

Strong scientific and clinical orientation with deep exposure to specialty medical drug programs, biosimilar workflows, EMR audit automation, and adverse event reporting. Adept at translating complex clinical and operational insights into strategic recommendations that influence brand, commercial, and patient‑access initiatives. Known for elevating organizational culture, developing talent, and leading high‑visibility programs that improve outcomes and strengthen stakeholder engagement.

Overview

16
16
years of professional experience

Work History

Lead Quality Business Consultant (AD)

OptumRx
Chithra Narayanan
01.2024 - 02.2025
  • Designed and implemented an enterprise Organizational Change Management strategy, transforming Quality Management into a Total Quality Management (TQM) organization impacting 500+ global professionals and driving $4.5M projected cost savings.
  • Served as Executive Project Champion for global TQM transformation, aligning leaders, resources, and implementation strategies for scalable enterprise growth.
  • Acted as SME for manufacturer contracts and enterprise clinical partnerships, strengthening alignment across clinical, operational, and commercial stakeholders.
  • Oversaw contract auditing for 55+ specialty pharmacy clients, enhancing audit integrity, compliance, and client relationship management.
  • Led revenue‑impacting initiatives including RCM process optimization and total cost‑of‑care strategies for specialty medical drugs.
  • Directed high‑visibility strategic programs including:
    Patient Outreach redesign to increase access to affordability programs.
    Text Messaging Compliance modernization improving patient communication and regulatory alignment.
    Heatmap analysis of audit profiles to identify risk patterns and operational improvement opportunities.
    Global talent assessment and succession planning for U.S. and international Quality teams.
    PCI expectation reporting and coaching‑based feedback loops to correct high‑risk behaviors.

Senior Manager, Quality & Customer Experience

OptumRx
Chicago, IL
01.2021 - 02.2024
  • Developed a 3‑year quality audit transformation roadmap for specialty business lines, improving KPIs and modernizing sampling methodologies.
  • Created an internal RCA program producing measurable improvements in efficiency and error reduction.
  • Led automation initiatives including a calibration tool for 380+ users, reducing manual processes by 30%.
  • Built new audits for infusion pharmacy and large clients, identifying $19M in failed claims.
  • Built and hired a new infusion quality team (11 FTEs), establishing a scalable operational model.
  • Co‑led DEI Steering Committee and served as Sponsor for Mentorship Program.
  • Supported and led global teams of 65+ professionals.

Manager, Quality & Patient Safety

OptumRx
Chicago, IL
01.2020 - 06.2021
  • Implemented robotic automation for EMR audits, saving $130K annually and reducing manual labor by 60%.
  • Developed tools supporting quality event reporting and adverse event workflows.
  • Drove cost‑saving initiatives leveraging international resources ($230K annual savings).
  • Designed and implemented electronic reporting for quality events across business lines.
  • Launched a grassroots mentorship program and built DEI strategy for the organization.

Manager, Enterprise Standardization of Defects

OptumRx
Chicago, IL
03.2017 - 01.2020
  • Served as Global SME for QRE and EMR processes across national pharmacy operations.
  • Implemented a unified electronic quality reporting platform improving consistency and compliance.
  • Partnered with regulatory and compliance teams to create medication severity classifications and workflow systems

Lead & Senior Quality Assurance Analyst

OptumRx
Chicago, IL
03.2015 - 12.2017
  • Implemented new electronic systems for QRE reporting and workflow optimization.
  • Trained staff on CAPA, RCA, and specialty quality program requirements.
  • Supported accreditation readiness for URAC, ACHC, VIPPS.

Quality Assurance Program Manager

Bellevue Pharmacy
Arlington Heights, IL
04.2012 - 03.2015
  • Built and led a national Quality Program for compounding pharmacy supporting 503A and 503B operations.
  • Directed quality audits, compliance controls, and onsite quality initiatives.
  • Led talent development programs through training, workshops, and mentorship.

Pharmacy Consultant

Abbott Laboratories Limited
North Chicago, IL
02.2009 - 03.2012
  • Developed comprehensive medication management plans for diverse patient populations.
  • Collaborated with healthcare teams to optimize pharmaceutical care and improve patient outcomes.
  • Conducted training sessions for pharmacy staff on best practices and new technologies.
  • Led initiatives to streamline pharmacy operations, enhancing efficiency and service delivery.

Education

MBA - Healthcare Administration

University of Loyola
Chicago, IL
03-2018

Bachelor of Science - Healthcare Management

Franklin University
Columbus, Ohio, OH
12-2016

Certification - Healthcare Informatics

University of Chicago
Chicago, IL
08-2012

Certification - Project Management

Loyola University of Chicago
Chicago, IL
03-2018

Associate of Arts - Arts

William Rainey Harper College
Palatine, IL
05-2009

Skills

  • Thought Leader & Stakeholder Engagement
  • Commercial & Market‑Facing Strategy
  • Specialty and Rare Disease‑Adjacent Clinical Operations
  • Compounding 503A/503B Regulations
  • Insights Synthesis & Executive Communication
  • Program & Portfolio Leadership
  • Quality Management & Compliance
  • Cross‑Functional Influence
  • DEI Leadership & Talent Development
  • Root Cause Analysis (RCA) & CAPA
  • Global Team Leadership
  • Manufacturer & Client Partnership Management
  • Digital, Multichannel & Peer‑to‑Peer Engagement

Accomplishments

  • Co‑Chair, Inclusion & Diversity Committee
  • Leadership Sponsor, Mentorship Program
  • Advisory Board, Emerging Leaders Program
  • 15 Direct Reports & 3 Mentees Promoted (4 into leadership roles)
  • Multiple‑year Superhero Award Nominee; 4 Superhero Winners
  • 21 Emerging Leader Program Graduates
  • Loyola University Guest Speaker & Alumni Engagement Board Member

KEY EXTERNAL & CROSS‑FUNCTIONAL ENGAGEMENT EXPERIENCE

  • Partnered with clinical leaders, manufacturer partners, and specialty pharmacy executives to align on quality, compliance, and specialty drug operational expectations.
  • Served as Executive Project Champion for global transformation initiatives, influencing senior leaders across clinical, regulatory, compliance, and operational teams.
  • Led programs requiring close collaboration with patient‑facing teams, clinical operations, and affordability program stakeholders to improve access and patient experience.
  • Synthesized complex clinical and operational insights into executive‑level narratives guiding enterprise strategy and decision‑making.
  • Experience supporting specialty medical drug programs, biosimilar workflows, and clinical partnership alignment.
  • Led development of adverse event reporting tools, medication severity classifications, and EMR audit automation.
  • Designed and implemented electronic quality reporting systems across national pharmacy operations.

Timeline

Lead Quality Business Consultant (AD)

OptumRx
01.2024 - 02.2025

Senior Manager, Quality & Customer Experience

OptumRx
01.2021 - 02.2024

Manager, Quality & Patient Safety

OptumRx
01.2020 - 06.2021

Manager, Enterprise Standardization of Defects

OptumRx
03.2017 - 01.2020

Lead & Senior Quality Assurance Analyst

OptumRx
03.2015 - 12.2017

Quality Assurance Program Manager

Bellevue Pharmacy
04.2012 - 03.2015

Pharmacy Consultant

Abbott Laboratories Limited
02.2009 - 03.2012

MBA - Healthcare Administration

University of Loyola

Bachelor of Science - Healthcare Management

Franklin University

Certification - Healthcare Informatics

University of Chicago

Certification - Project Management

Loyola University of Chicago

Associate of Arts - Arts

William Rainey Harper College
CHITHRA NARAYANAN