Sangeeta Dutta

About Sangeeta Dutta

At Elevance Health, our team has transformed the service experience through the integration of AI and digital communication platforms, successfully transitioning approximately 40 million users to advanced chat functionalities. This strategic initiative has not only enhanced user engagement but also optimized cost-efficiency by promoting digital channels over traditional voice interactions.Over a period of 4 and half years I led a this program E2E to successfully launch chat and messaging in the service experience area across commercial and government business for both member and provider. This is one of the top performing capabilities in the enterprise with cumulative $20M + value delivery year over year. My role as Execution Director harnesses agile project management and together with a network of cross-functional teams, we\'ve shaped a service landscape that prioritizes responsiveness to business needs and innovation, ensuring Elevance Health remains at the forefront of member and provider support in the dynamic healthcare sector.

Experience

1. Execution Director for Service Experience, Digital Technology

   Elevance Health

   Sep 2020 — Present · Atlanta, GA, US

   5% chat adoption improvement for members YOY, starting with 3.2% adoption in 2020 and on target for 49% goal across Commercial business, 1.9% in 2020 and to projected goal of 30% in Government business in 2024.Approximately 8M calls reduced in 2023 with chat and chat bots containment in service experience.Reduced call volume by implementing chat and chat bots across web/ app channels, IVR to SMS deflection, bi directional targeted texting.About 40M users moved to the chat platform over a period of 1.5 Years from 2020 to mid 2022. Focus on keeping customers in digital channel with optimized experience across SMS and web/ app channels.Lead strategy, business case, roadmap and capability prioritization in service experience for digital adoption.Leveraging AI, chat and sms capabilities for members and providers to create best in class experience.Leading the end to end execution of the signature initiative of enabling chat messaging, SMS and AI capabilities across Service Experience for all lines of business (Commercial, Medicare and Medicaid, Pharmacy for constituents- Members, Providers, Brokers and Employers) driving adoption to lower cost digital channels over voice. With the success of the program, currently leading the overall IT execution of chat adoption initiatives in collaboration with leaderships across multiple cross functional teams. Enabled AI capabilities in the digital channels (web/ apps/ sms) for members and providers for efficient and effective consumer experience, improved associate satisfaction and reducing consumer effort.Lead the execution of outbound sms campaigns for proactive interventions and member engagement.Manage a cross functional program team across vendors, offshore and onshore.Responsible for managing the portfolio of programs across the service experience product area.

Education

• Bangalore University

  BE, Computers

  1995 — 1999

• Cotton College

  HS, Science

  1993 — 1995

• Northwest MO State University

  MBA with specialty in Management Information Systems, Business and IT

Skills

• Program Management
• Vendor Management
• Lean IT
• Software Development
• Microsoft Project
• Visio
• Information Technology
• Sharepoint
• Training
• Requirements Analysis
• Software Development Life Cycle (Sdlc)
• Process Improvement
• Accounting System
• Software Project Management
• Enterprise Software
• Project Management
• Pmo
• Scrum Master
• Systems Analysis
• Business Process Improvement
• Ibm Rational Tools
• Sdlc
• Requirements Gathering
• Agile Methodologies
• Management
• Ms Project
• Agile Project Management
• Product Development
• Data Migration