Ranjani Akula Gupta, MSHCA

In my role as a member of the Operations Excellence Team, I collaborate with a talented group of professionals to drive operational efficiencies, streamline processes, and enhance the overall quality of the healthcare facilities’ operations and processes. This position is an exciting opportunity to make a meaningful impact by optimizing healthcare facilities services and operations planning.

• Championed and coordinated highly profile, sensitive and complex projects and programs in a progressive, rapidly changing environment, ensuring successful delivery within defined scope, schedule, budget, and quality parameters aligned with business and agency expectations. •Managed and coordinated end-to-end agency selection process for multiple Requests for Proposals (RFPs). •Utilized evaluation scorecards to evaluate each agency and selected a diverse pool of agencies to promote inclusivity and innovation. • Collaborated with cross-functional teams including vendor management, procurement, legal, and leadership across multiple locations. • Developed and implemented a comprehensive agency onboarding program to cultivate collaborative, and productive partnerships with external agencies. • Managed assets and deliverables to maintain program progress and alignment.

• Champions and coordinates highly visible, sensitive and multi-faceted projects and programs in a progressive, rapidly changing environment; Ensures projects and programs are delivered within scope, schedule, budget, and quality levels are consistent with business and customer experience expectations. • Spearheads and manages engagement programs, including assessment, experience design, product/program/process development, implementation and evaluation of People programs such as onboarding, new employee orientation, recognition, employee/manager resources and professional learning and development to increase engagement and retention and improve company culture. • Accountable for development of Marketing & Digital Services organizational communications, MSSA goals process, and logistics of Town Halls. • Analyzes data and develops recommendations to implement actions plans for the People Engagement strategy development. • Graduated from the Advanced HCD Improvement Institute Care Management Program and applied Human Centered Design techniques to understand the customer’s needs, imagine new possibilities, and build and test solutions. • Actively involved in KP Organizations/Special Programs: Human Centered Design Program through the Care Management Institute, RealTime Oakland, Stretch@KP, GenKP, Connect@MSSA, Neuroleadership Institute.

• Champions and coordinates highly visible, sensitive and multi-faceted projects and programs; Ensures projects and programs are delivered within scope, schedule, budget and quality levels are consistent with business and customer experience expectations • Leads in analyzing data, developing recommendations and implementing action plans for content strategy and execution, brand strategy, people engagement strategy, quality assurance, contract vendor management, governance, and strategic projects. • Accountable for the development of People Engagement Strategy Execution, MSSA Goals Process, Regional leadership engagement for senior executives and other key clients to facilitate sharing of outcomes and best practices; Successfully organized the Annual Strategic Planning and Brand Experience Summit. • Spearheads and manages internal facing programs, including assessment, experience design, product/program/process development, implementation and evaluation of programs such as onboarding, recognition, and professional development to increase engagement and retention and improve company culture. • Manages the Governance process of Planning and Prioritization and Marquee Creative Assessment Forum; Engineered the Governance SharePoint Sites for these forums • Governs the Integrated and Marketing and Communications Agency Contract Process for PMO and provides guidance on Budget Mapping • Collaborates with the Digital Marketing Strategy team to provide recommendations on NBA Golden State Warriors and Millennial initiatives. • Embraced innovation and thrive culture by leading the Thrive Committee and serving as a MSSA Innovates iAdvocate; Recognized as the MSSA Innovates Innovation finalist and presented at the 2016 MSSA Innovates Conference • Actively involved in KP Organizations/Special Programs: Diversity and Inclusion, User Experience Design, GenKP, MSSA Talent Connect, Career Development Portal Pilot Program, Shadowing and Mentoring Program, MSSA Innovates iAdvocate

• Responsible for providing analytical/technical business support for major projects in several KP sector (Agency Contracts/Vendor management, Finance, Legal, Communications, Portfolio/Performance/Program management, SharePoint, Planning & Prioritization, Creative aspects, QA, etc.). • Responsible for researching data, performing analyses, presenting results, and making recommendations. • Collaborates with functional/department subject matter experts in testing and implementing process improvements. • Independently developed/managed complex narrative and quantitative reports to meet informational requirements of KP management and external agencies and organizations for critical financial, departmental or operational analyses. Researches and collects complex information needed to complete project milestones and/or reports. • Identified requirements for end-user systems applications, and designs and implements systems and processes to allow access to data and to safeguard data integrity. • Developed content for intranet site and coordinates with communication specialist. • Ensured activities meet expectations, utilizing project management techniques and tools to independently resolve scheduling issues and advise management of resolutions. • Created monthly project financial reports in response to business needs; consolidates and analyzes results to provide variance analyses and performance metrics. • Interfaced with KP employees across multiple organizations and external parties as a liaison for the department/function.

• Led and managed the delivery of strategic, cross-functional, highly visible projects within deadlines, cost, scope and quality defined boundaries. • Maintained continuous alignment of project scope with strategic business objectives • Presented recommendations to senior business operations leaders and stakeholders at multiple levels to enhance process and productivity to meet the business result or strategic intent • Leveraged legal, risk, compliance, and business relationships to create compliance project plans and solutions to implement regulatory business practices to prevent fines and penalties and generate cost savings • Utilizes strong leadership, interpersonal, influence, negotiation, organization, and communication skills throughout project management process. • Manages projects through the Project Tracking System, Planview, ProCore, OPPM, Business Case system which includes project planning, project status reporting, cost estimating, and tracking of implemented projects.

• Managed a team of 20 senior account managers in the first multiproduct debt restructuring department in the nation that resolves clients’ delinquencies in Contact Development (SKIP), Auto, Mortgage, Credit cards and personal loans • Exceeded several key performance metrics and average balances saved by more than 100% every year , improved service quality performance trends every month, and exceeded client satisfaction benchmarks to be above 90% satisfaction; Improved Net Promoter Client scores survey process as a member of the Citi Net Promoter Score Survey team. • Managed all phases of production and promoted collaboration within leadership to enhance recruiting, training, coaching, technology infrastructure, employee development, effectiveness and strategy design. • Developed high team performance through goal setting and performance management: performing effective service quality feedback reviews, timely scorecard reviews, and performance appraisals to promote and cultivate employee’s developmental needs. • Uniquely assigned to various specialty project teams to build departmental improvements and new system implementations. • Lead the Citi Client First communication committee and published the Quarterly Newsletter to improve overall communications across the Citi Debt Restructuring department.  Awarded the 2011 prestigious Citigroup Quality Excellence Award for displaying excellence in leadership and initiative • Community Initiatives: United Way Vice Chair at Citi: organized and led The United Way Carnival and fundraisers; Coordinated fundraiser activities for two years at Citi as March of Dimes Team Captain

• Managed 25 account managers to resolves all stages of clients’ delinquencies with their Home Depot accounts • Exceeded performance goals, quality standards, and client satisfaction • Developed and executed effective business strategies to gain proficiency in contact and revenue production • Awarded 10 Quarterly Citi Star Performer awards for providing valuable coaching and smooth execution of projects from March 2006 to February 2012

• Developed and implemented new business initiatives and managed special projects through the Talent Acceleration management curriculum; Interacted with leaders across the organization such as HR, training, operations, and IT departments • Managed 25 account managers in the customer service/sales department • Exceeded sales and client satisfactions goals by coaching account managers to provide valuable services and products that benefited their needs • Achieved Quarterly Award for highest sales on the team • Performed Risk Control Self-Assessment audits to ensure current business practices were compliant with Federal banking laws • Assisted in developing the quality process for the Citi Mortgage Operation Manager and Director

• Managed special quality improvement projects and created co-pay cost/benefit analysis presentations for Jail Health Site Administrator. • Shadowed healthcare administrators and Parkland employees in their daily practice and administration meetings.

• Coordinated and marketed Psychology conferences where esteemed psychiatrists communicated theories of mental disorders • Shadowed psychiatrists in their daily practice and mentored patients • Organized medical records and patient appointments

MSHA graduate