Roshini M

• Spearheaded the end-to-end design, implementation, and rollout of key digital health solutions across 43 hospital units, driving strong physician adoption and patient engagement. • Developed scalable, physician-centric workflows, streamlining prescription processes and achieving a 92% adoption rate across pan-India locations. • Managed the complete product lifecycle—from gathering requirements and creating product specifications to testing, piloting, and successful national launch. • Delivered comprehensive training to 100+ stakeholders, ensuring successful adoption through pilot programs, iterative feedback, and agile development cycles. • Utilized data-driven insights to continuously improve clinical features, enhance patient experience, and optimize product performance. • Led the end-to-end design and implementation of MyProHealth, a personalized health check product, driving 2,000+ bookings with improved billing conversions. • Implemented automated workflows for payment failures, alerts, and online cancellations/refunds, significantly enhancing guest experience and operational efficiency

. Managing every aspect of a product's development from conception to completion . Oversee product strategy development and define the steps required to bring the product to fruition . Define key metrics for product success and understand consumer needs and relays them to the development team . Works with cross-functional teams—like IT, Design, Marketing —to develop and pursue product strategy . Finds ways to improve or grow a product through market analysis and other research . Conduct day-to-day project coordination, planning, and implementation across multiple teams . Identifying and defining the target customer's needs and using this information to develop right products . Create FRD and BRD documents . Create release notes and update the Pan India units about the roll out & Bug fixes . Test samples and research a sample product's effectiveness and impact . Assessing and identifying product opportunities to determine which are worth pursuing . Determining the right features for a product to ensure its effectiveness within the market . Create data from project works for AI to optimize and make a forecast about sprints or other important measures

• Identified and translated client business requirements into clear technical specifications and optimum solutions through analytical thinking and domain understanding. • Collaborated effectively with Subject Matter Experts, Scrum Masters, Tech Leads, and R&D teams to evaluate risks, assess progress, and implement scalable solutions. • Conducted regular meetings with internal and external stakeholders to address recurring issues and highlight areas for improvement. • Handled client escalations with structured Root Cause Analyses (RCAs) and proposed long-term preventive solutions. • Created comprehensive solution design documents and implementation guides to support seamless project execution and knowledge transfer. • Managed daily client communications, offering timely project updates and ensuring alignment on deliverables. • Extensive experience in the healthcare domain, particularly with EDI/EMR systems; implemented HL7 interfaces (Results, Orders), ANSI X12, CCDA, and CCD standards by collaborating with HIEs and R&D teams. • Proactively monitored internal systems and third-party integrations to detect risks and ensure stability. • Scaled support workflows to adapt to new product rollouts and integration demands. • Utilized SQL across multiple database schemas for data mining, uncovering trends, and identifying operational/process gaps for continuous improvement.

• To audit the number of calls given by the client on a daily basis and record feedback and to let the Customer service representative know about his/her areas of improvement • Bring in necessary changes to the process and constant updation of core process • To check whether the CSR has incorporated Knowledge and competence and the customer was able to comprehend to what the CSR was talking about • Attend call calibrations • Project Quality scores on weekly & monthly basis • Training need analysis • Root Cause analysis to reduce the DSAT and improve • CSAT scores

• Provide support for home Networking devices on installation, and internet connectivity issues • Assist clients with, network and firewall optimization along with billing issues • Communicate limitations on using the product to the users in positive tone and offer them alternative options to meet their needs • Co-ordinate with on-premises technical engineers in resolving the issues that cannot be solved remotely