Sumit Sethi Email & Phone Number

King Of Prussia, Pa, Us

King Of Prussia, Pa, Us

Responsible for developing a strategic roadmap of projects that will define GeoBlue's service approach and capability, combining the use of technology, data, customer feedback and market insights to design and deliver improved customer and agent experiences.

Philadelphia, Pa, Us

When promoted into this inaugural director role for the largest health insurer in the Philadelphia area, I envisioned the departmental mission, architected its organizational structure, defined policies and procedures, and instilled a culture of innovation and continuous improvement.On a daily basis, I encourage a customer-first approach while piloting and testing new programs, tools, and capabilities to ensure a positive member experience. As part of orchestrating a portfolio of high-value, -visibility projects, I control a multimillion-dollar budget and rally a staff of 5 direct reports in managing a team of 11 that supports platform operations and delivery of timely, quality, user-inspired solutions.=====================Select Highlights► Achieved 30% engagement boost and significantly lowered call center volumes within first 6 months of release of wellbeing platform that integrated human-centered design principles in member-facing digital channels.► Played integral role in triggering revenue gains and winning new business by originating 4 add-on products and providing valuable sales support during meetings with key customers.► Generated rigorous engagement strategies and optimized targeting and tactics for a wide range of audience segments in concert with product and marketing teams.► Ensured member centricity and optimal journey from concept to completion within voice of customer (VOC) program.► Enriched member experience and laid foundation for further customization by introducing a care cost estimator tool and enhancing provider finder function, claims summary, and portal with a new home page that leveraged dynamic portlets.

Philadelphia, Pa, Us

► Originated, informed, and aligned digital experience strategy by prioritizing user experience andincorporating CX/UX design principles: focus groups; research panels; digital storytelling; videos; user prototype testing; test and learn analytics; and performance evaluation.► Specified current and future requirements based on market intelligence, including competitive and consumer insights; outlined roadmaps; and conveyed requirements to development teams.► Partnered with software design and development vendor in evangelizing new platform and migrating existing customers; navigated multi-year contracting negotiations. Secured local business support by implementing an incentive program and leveraging social media and storytelling.► Helped delineate a pricing approach for fully-insured and self-funded customers by liaising with finance

Wayne, Pennsylvania, Us

During my tenure with Radian, I formulated and deployed core wellness programming that focused on areas of need as determined by benefits/prescription utilization reports and high-engagement events. This included coordinating activities with client 3rd-party vendors.===========================================Select Highlights► Sparked and fueled interest levels by integrating a dynamic communication channel that provided up-to-date, needs-focused health news, information, and resources.► Aligned wellness and engagement programming with results-proven standards; empowered true industry comparable ROI evaluation by setting up database with all metrics, participation rates, new findings, and white papers.

At Shepell.fgi, I supported a key client in promoting a health-aware culture and advancing worksite wellness program participation for a 9,000-person workforce. To accomplish this, I guided strategic planning, development, implementation, and evaluation of comprehensive wellness programming.===========================================Select Highlights► Raised employee program participation 23%, involvement in EAP Work-Life Activity 60%, and use of EAP nutritional program 6% over previous year.► Enabled assessment of program ROI by establishing success criteria and tracking metrics.

Bachelor Of Arts, Psychology

Master Of Science, Health Administration