SANTI VELAMURI
Toronto Area,ON
Summary
Product Management | Operational Leadership | Project Management | Enterprise CRM | Sales & CLM Certifications: Product Management | Hospital Accreditation Process | Six Sigma Green Belt With over 20 years of dedicated experience in healthcare, I bring expertise as a Product Management specialist. Notably, I've implemented enterprise CRM solutions, driving substantial revenue growth. My career spans various departments - Sales, Marketing, Operations, IT, and Brand Management, offering a comprehensive understanding of the industry. This diverse background has equipped me with a holistic perspective to tackle complex challenges and deliver integrated solutions. My focus is on leveraging technology to enhance patient care, improve operational efficiency, and drive growth. I thrive on collaboration and have a track record of aligning teams to achieve collective objectives.
Overview
23
23
years of professional experience
1
1
Certification
Work History
National Head of Corporate Business & Operations
Apollo Hospitals Enterprises Limited
2023.01 - Current
- AHEL) is India’s largest private healthcare group with presence across the healthcare ecosystem, including hospitals, pharmacies, clinics and diagnostic centers
- The group has a turnover of over $1.5 Billion and operates 10000+hospital beds across 16 cities
- Contract Lifecycle Management: Spearheading the successful implementation of contract lifecycle management software, optimizing contract workflows, and ensuring compliance
- Corporate Concierge Desk: Established a corporate concierge desk, delivering exceptional services to corporate clients and fostering strong client relationships
- Insurance Agent Business Expansion: Driving the expansion of the insurance agent business
- Insurance Tracking:
- Currently leading an end-to-end insurance agent referral tracking project
- Corporate Channel Streamlining: Leading efforts to streamline corporate channels, enhancing operational efficiency and communication between corporate clients and the organization
- Sales Force Optimization: Currently working on sales force application to monitor field executive performance, customer visits, lead closures, sales targets.
- Streamlined operations through the implementation of efficient processes and cutting-edge technology solutions.
- Launched new business locations or divisions successfully through thorough planning, resource allocation, hiring decisions ensuring seamless integration into existing operations.
- Expanded product offerings through research, development, and introduction of innovative products or services.
- Championed process improvements that led to increased efficiency in project delivery timelines without compromising quality standards.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Project Manager, CRM - Implementation & Operations
Apollo Hospitals Enterprises Limited
2019.01 - 2022.01
- Successfully spearheaded the implementation of ‘Integrated CRM & Telephony Platform’, (Microsoft Dynamics) for the enterprise consisting of 49 hospitals, 32 emergency care units, 4 cluster call centers, and 1200 staff
- Collaborated closely with top leadership, translating their vision into strategic actions and ensuring alignment with overarching business objectives of driving deep strategic engagement with new markets and 23 Million of our own databases, build deeper connects, strengthen customer loyalty, build reputation, and boost utilization of hospital services through increased referrals and incremental revenue
- Defined business needs working with cross functional stakeholders, led the CRM product evaluation exercise as a
- New Technology Introduction, defined the implementation approach, program management structure, with a 3 year
- MGPP plan
- Led a team of 26 high performing professionals, across IT platform engineers/ architects, customer service, functional and business analysts, project managers, to drive a culture of inclusion and diversity
- Successfully delivered a pilot project that resulted in an enterprise capitalized investment of $1 MM USD across multiple functions, including digital sales, referral and corporate sales, customer service, call center and preventive health
- The project resulted in accomplishing enterprise goals, which includes incremental revenue of $60MM USD, in 2021 & $40MM USD in 2020, with an increased 20% in the Net Promoter Score (NPS)
- Managed client and partner relationships with well reputed enterprises like Tata (Telephony Platform), PWC (CRM
- Implementation), and Microsoft (CRM platform)
- AI Enabled CRM via Automation & Chatbots: Leveraged automation and chatbots to reduce appointment volume by, optimizing resource allocation for complex queries
- Referral Growth: Designed a referral doctor chatbot, boosting referrals by 9% in initial months of operation
- Ambulance Tracking: Developed ambulance tracking systems to improve response times and patient outcomes
- Worked with Call Centre teams to streamline operations and tracking CSM viz Call abandon reduction, service levels and speed of answer
- (The Average speed of Answer was brought down to 8 Seconds from 31 seconds, Abd% is now sub 5% from 22% and service level is 82% from 47%)
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Managed projects from procurement to commission.
Emergency Response and Incident Management Leader
Apollo Hospitals Enterprises Limited
2020.04 - 2021.01
- COVID-19 Pandemic), Technology-Driven Crisis Management: Led emergency response and incident management teams during the
- COVID-19 pandemic, highlighting the pivotal role of technology in crisis situations
- High-Volume Enquiry Handling: Efficiently managed 3.2 million customer inquiries nationwide, utilizing CRM and call center platforms
- Enquiries encompassed telehealth appointments, real-time crisis communication (e.g., bed availability, COVID testing), and other vital pandemic-related services
- Collaborated with a team of experts to conceptualize and implement a comprehensive initiative providing monitored home and hotel isolation, as well as clinical services to patients by leveraging CRM platforms for seamless care coordination.
- Increased team productivity by streamlining communication and implementing effective project management strategies.
- Streamlined reporting structures by consolidating information sources and automating data collection systems.
Senior Manager, Brand & Digital
Apollo Hospitals Enterprises Limited
2014.01 - 2018.01
- Manager Digital, collaborated with interdisciplinary teams to facilitate clinician onboarding onto our homegrown appointment booking app, understand clinical workflows and customize the platform to meet their needs, provide comprehensive training and support to clinicians to ensure smooth transition and adoption of the new system
- Leveraged usage data and feedback to refine user experience, driving notable improvements in platform adoption rates and bolstering operational efficiency and patient satisfaction
- Through a phased strategy, we successfully on boardeddoctors across the hospital and clinic network, leading to a consistent increase in daily appointments to 6500
- Collaborated closely with the marketing and digital teams to develop an overarching strategy for our group website
- Conducted comprehensive keyword research to target high-impact terms for each clinical specialty
- Crafted tailored content optimized for search engines and user experience
- Monitored website metrics to assess strategy effectiveness and iteratively refined content for sustained organic search improvement
- This initiative resulted in driving 12 million traffic to the website and achieving a 4-star google rating
- Brand Promotion: Worked with key stake holders on various Strategic Clinician Promotion Program in Conjunction with Brand Promotion to translate clinical and operational insights into compelling promotional campaigns which included national televised (India Today Channel) ‘Miracles Happen’, ‘Highway on plate’ wellness series, Cancer
- Campaign “Precision Oncology” to spread awareness on cancer (Times of India).
- Implemented and developed operational standards, policies and procedures.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Spearheaded change management efforts for seamless adoption of new systems or processes among employees.
- Recommended and implemented successful strategies to maximize revenue.
Manager, Quality Assurance
Apollo Hospitals Enterprises Limited
2005.01 - 2010.01
- Conceptualized and developed the ‘Consultant Credentialing Web Portal’ to ease the credentialing process, standardization and ensure compliance as per Joint Commission Accreditation guidelines
- Accreditation Leadership: Contributed as a key member of the team that successfully led the hospital through the Joint
- Commission accreditation process as in charge of Department of Pediatrics and Intensive Care Unit
- Compliance assurance, process improvement, document management
- CSR Program Development: Instrumental in establishing a comprehensive CSR program, Saving A Child’s Heart
- Initiative, encompassing digital strategy, branding, operations, promotion, and fundraising efforts
- Raised vital support for the treatment of 3,000 children with heart diseases during the tenure.
Senior Executive
Apollo Hospitals Enterprises Limited
2001.01 - 2004.01
- As my first assignment worked with key stakeholders in the launch of '1066 - National Network of Emergency
- Services,' India's 4-digit medical emergency helpline, devising the strategy to ensure pre and post-hospitalization coverage
- Worked with interdisciplinary teams to enhance emergency access by 15% through process optimization and resource allocation
- Worked on the concept of 'Apollo Life Savers' and First Responder programs, strengthening community emergency response
- Organized 'Mission 1 Lakh,' training 100,000 young adults in first aid and CPR
- Organized televised road safety training to entire police forces of Andhra Pradesh and Telangana in CPR, part of statewide emergency response
- Instrumental in devising an insurance product for elderly, which included an annual care program
- I was responsible for the complete operationalization of the initiative
- Was part of the collaborative effort in conceptualizing accident insurance, which later became a star-selling product
Education
Osmania University
Executive Management Program - Strategic Innovation, Transformation & Business
Indian Institute of Technology
India2022
MBA - Hospital Administration
Apollo Institute of Hospital Administration
India2000
Bachelor of Science - Sciences
Osmania University, University College For Women
India1998
Skills
- Team Management
- Customer Service
- Relationship Building
- Business development and planning
- Product and Service Promotion
- Account Servicing
- Project Management
- Cross-Functional Collaboration
- Vendor Sourcing
- New product introductions strategies
- Strategic Planning
Certification
Product Management Certification (PMC) by Product School
Six Sigma Green Belt Certification
Hospital Accreditation Process Certification
References
REFERENCES AVAILABLE UPON REQUEST
Languages
English
Full Professional
Hindi
Native or Bilingual
Telugu
Native or Bilingual
Timeline
National Head of Corporate Business & Operations
Apollo Hospitals Enterprises Limited
2023.01 - Current
Emergency Response and Incident Management Leader
Apollo Hospitals Enterprises Limited
2020.04 - 2021.01
Project Manager, CRM - Implementation & Operations
Apollo Hospitals Enterprises Limited
2019.01 - 2022.01
Senior Manager, Brand & Digital
Apollo Hospitals Enterprises Limited
2014.01 - 2018.01
Manager, Quality Assurance
Apollo Hospitals Enterprises Limited
2005.01 - 2010.01
Senior Executive
Apollo Hospitals Enterprises Limited
2001.01 - 2004.01
Osmania University
Executive Management Program - Strategic Innovation, Transformation & Business
Indian Institute of Technology
MBA - Hospital Administration
Apollo Institute of Hospital Administration
Bachelor of Science - Sciences
Osmania University, University College For Women
Product Management Certification (PMC) by Product School
Six Sigma Green Belt Certification
Hospital Accreditation Process Certification
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