Summary
Overview
Work History
Education
Skills
Certification
Industry Experience
Timeline
Generic
Laksh Nemani

Laksh Nemani

Rancho Cordova

Summary

Laksh is an experienced Product Management professional with expertise in end-to-end product lifecycle management, from ideation to launch. He is skilled at identifying customer needs, translating business goals into actionable strategies, and delivering innovative solutions that drive revenue growth and user engagement. His core strengths include developing product strategy, product roadmap & backlog, stakeholder engagement, program management, bringing subject matter expertise to the projects, envisioning solution design, and providing thought leadership. He has a career spanning over multiple engagements with expertise in product development, digital transformation, customer experience personalization, business process reengineering, & systems integration with a proven track record in leading large programs and cross functional teams.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Product Manager

Blue Shield of California
05.2021 - Current
  • Product Manager – Transformation: Managed a variety of products that include Member communication preferences system (Radiant One), Pega Appeals & Grievances, Pega Contact center application (Shield Advisor), Smart-Communications, Salesforce marketing cloud & other projects.
  • Platform Owner – Smart-Communications: Managed vendor communications as BSC SmartComm platform owner. Implemented major projects like Medicare Bills, PCP assignment letters, AFS requirements, Promise Print, Colo to Cloud migration and others. Built product vision, managed budgets, prioritized projects based on business needs. Owned all batch and interactive letter modifications right from changes to data layers, SmartComm configuration, XSD & XML modifications, Kibana changes, etc. Managed communications with Business stakeholders and IT stakeholders to help deliver crucial changes. Documented Epics and guided SAs and IT teams do document stories and deliver as needed. Mastered SmartComm application, Facets CS, AGD and other modules that launch thunderhead, tools like Kibana, ERM, XDS and XMLs in a very short time. Demonstrated exceptional leadership skills driving SmartComm initiatives.
  • Product Manager/Product Owner for Appeals & Grievances: Worked on a pilot project building a workflow for Appeals & Grievances on Pega platform. Scope of work involved: Implementation of Intake, Appeal and Grievance workflows for BSC members. Usage of Pega work management tools (i.e., portals/dashboard, workbasket, worklist, SLAs, Get Next Work) Integration with applications like FACETS, member portal, Outlook, NAS drives, RPA etc. Managed a team of twenty that included Pega, Cognizant and BSC resources. Prepared product roadmap, prioritized the functionality, documented business epics, accepted stories, conducted product demos to the business users. Managed the product from concept to design, costs, implementation, testing, production, and support.
  • Shield Advisor (BSC Contact Center application on Pega platform): Building workflows for case management for various case types. (Eligibility, Claims Inquiry, Authorization, ID card, Update member profile etc.) Supporting the application as a PM/PO (Supporting the product roadmap development, epic documentation for new functionality, establishing acceptance criteria for Epics & stories and accepting the stories).
  • Member Contact Information project – An initiative to improve Medicare Stars rating for BlueShield population through data cleansing and data enrichment efforts. Played a crucial role in finalizing RFP requirements, vendor evaluation, vendor scoring, vendor selection, finalizing licensing costs. Worked on a Proof of Concept (POC) with a Vendor, for BSC contact cleansing and data enrichment efforts. Showcased the effort will improve BSC member contact information as stated. (Increase net new emails by 11%, net new phone numbers by 43%, mailing addresses by 10%, member demographic, behavioral, buying, and other data attributes). Established the scrum team, developed business use cases, developed product road map listing the objectives to be achieved, documented epics, leading BA, Dev & QA teams for actual project effort.
  • Product Manager for Customer Communications Platform Lead a project to improve member communication preferences on CCM /Radiant One platform. Lead a team in building functionality in digital member portal, and CCM system. Effort aimed at having updated member communication preferences & contact information that include email, phone numbers, Gender pronouns etc. in BSC systems resulting in better member outreach, and experience.

Principal Consultant

Infosys Consulting
08.2019 - 05.2021
  • Molina Healthcare (Medicaid Health Plan): Product Owner for Sales Force Service Cloud implementation. A full-fledged Sales Force service cloud contact center implementation migrating the operations of 1500 contact center agents, for both Outbound and Inbound contact center processes. Managed a scrum team, developed & refined product backlog, established acceptance criteria for Epics and user stories, developed solution objectives, managed a team of BAs, facilitated creation of user stories, accepted the stories post development, support UAT, conducted Program level demos. Participated in Minimum viable product implementation, showcased the value for overall project implementation. Value derived includes reduced call-handling times, better customer service, improved member & provider experience.
  • Aetna - Guided Personal Service (Salesforce Platform) – Product Owner/Consultant for 2 Scrum teams for Service Cloud implementation building same key functionality for inbound & outbound contact center teams.

Senior Consultant

Deloitte Consulting LLP
05.2018 - 04.2019
  • Cigna, Express Scripts: Client is a major PBM headquartered in mid-west going through a merger with a leading Health Insurance firm. Leading the functional track for State Mandates program implementation for the client across channels (Mail Order, Retail). Managing the program and a team of consultants; Strategy discussions, Project plan development. Preparing opportunity canvas, user personas, epics, user stories and process maps. Program epic definition and definition of ready (DOR). Prepare status reports and provide status to executives and other stakeholders of the program.
  • Florida Blue: BPE for a leading Blue in Florida Designed a business process-engineering framework based on Deloitte’s Industry Print tool to define the scope and ownership for the end-to-end operational processes. Defined, validated, and prioritized the inventory of process and sub-process flows. Developed multi-tiered future state process flow models and identified opportunities for improvement.

Consulting Manager

Cognizant US Corp.
03.2012 - 03.2018
  • Aetna/Caremore - Leading Health Plan in Southern California: SSNRI implementation – SSN based HICN to MBI migration – changes to Facets and downstream applications/systems. Managing the SSNRI Program, tracking the program deliverables, program plan development, Program Epics definition, User story documentation, ensuring configuration and changes are implemented in the systems (Medicare Advantage Plan), managing work of a team of consultants.
  • Emblem Health -Leading health plan in New York City: Client went through a major migration from their existing legacy systems to TriZetto suite of products. Functional Manager for 8 projects and managing a team of BA’s. Affected systems - Facets & legacy systems/applications. Ownership of all functional deliverables and Project Management support.
  • MMIS implementation State of Alaska-Claims adjudication/payment – BA Lead: Owning Claims functionality, translating high level Business requirements provided by State to System specifications, overseeing the implementation, enhancements, managing team of BAs, use case development.

Lead Business Analyst

United Health Care
05.2010 - 03.2012

Senior Business Analyst

Mphasis
03.2008 - 05.2010

Education

BSc - MBA

Andhra University

MIT 'Internet of Things' executive program -

MIT Sloan Executive Education

Skills

  • Product Management
  • Product Owner/Product Manager
  • Product Strategy, Roadmap development
  • Product backlog development, refinement
  • Program Management
  • SAFe, SCRUM
  • Agile & Waterfall
  • Transformation
  • Stakeholder engagement
  • Business Process Reengineering
  • Business analysis & process consulting
  • Vendor communications
  • POC & MVP development
  • Systems integration

Certification

  • SAFE Product Manager Product Owner (PMPO)
  • Certified Scrum Master (CSM)
  • Certified Scrum Product Owner (CSPO)
  • Certified Agile1 – Scaled Agile (SAFe)
  • Certified Business Analysis Professional (CBAP)
  • Fellow, Academy for Healthcare Management (FAHM)
  • Professional, Health Insurance Advanced Studies (PHIAS)

Industry Experience

  • Deep knowledge and expertise in core operational and administrative processes of Health Plans, involved in their business and technology transformation. (Commercial, Medicare & Medicaid plans)
  • Expertise in digital transformation initiatives of health plans that include making healthcare personalized to members.
  • Contact center implementations with cloud-based platform – Salesforce & Pega. (Service Cloud, Marketing and Health Clouds, Pega Platform)
  • Member appeals & grievances using Pega platform.
  • Member communication preference management, SmartCommunications.
  • Experience in products & technologies. (COTS products, portals, mobile, Salesforce & Pega platforms, Radiant logic, SmartCommunications etc.)
  • Experience in working on Business/Technology assessments, responding to multimillion-dollar proposals, and presenting business demos to Clients.

Timeline

Product Manager

Blue Shield of California
05.2021 - Current

Principal Consultant

Infosys Consulting
08.2019 - 05.2021

Senior Consultant

Deloitte Consulting LLP
05.2018 - 04.2019

Consulting Manager

Cognizant US Corp.
03.2012 - 03.2018

Lead Business Analyst

United Health Care
05.2010 - 03.2012

Senior Business Analyst

Mphasis
03.2008 - 05.2010

BSc - MBA

Andhra University

MIT 'Internet of Things' executive program -

MIT Sloan Executive Education

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Laksh Nemani