Senior Director Digital Product
UnitedHealth Care, UnitedHealth Group
08.2022 - Current
- Led the Consumer Experience and Marketing Technology analytics team, delivering AI/ML solutions and BI insights to improve consumer experience, enrollment growth, and marketing effectiveness
- Developed predictive models, including lapse prediction, member retention, NPS prediction, real-time offer models, and audience selection models, driving significant improvements in consumer engagement and retention
- Spearheaded analytics for CAHPS, STARS, HEDIS, and NPS, helping to enhance member satisfaction
- Led Fraud, Waste, and Abuse analytics for Payment Integrity, using SAS, R, and Python to develop AI/ML models, identify suspicious claims, and drive cost savings
- Developed analytics solutions to optimize call center operations, leveraging data insights to improve call handling times, customer satisfaction scores, and agent performance metrics
- Led VoC (Voice of Consumer) analytics initiatives to analyze customer feedback from surveys, and call center interactions, providing actionable insights to improve customer experience and satisfaction
- Conducted deep-dive analytics on healthcare claims data, identifying trends, anomalies, and opportunities for cost reduction, process improvement, and better claims adjudication processes
- Managed end-to-end data pipelines using Azure Data Factory, Snowflake, Delta Lake, and Databricks, ensuring smooth data ingestion, transformation, and integration processes
- Mentored and coached team members to unlock potential and enhance individual contributions to organizational goals.
- Monitored financial health of projects, leading to adjustments that support overall financial stability.
