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Associate Technical Product Manager

In my current role, I am acting as a Product Owner for a platform called- Claims Overpayment
recovery. This platform helps in recovering the overpaid claims by the insurance companies to the
healthcare providers in US healthcare ecosystem. (So, this platform acts as a intermediary between
payers and providers and reduces the payer-provider abrasion)

Since the north star metric of this platform is total overpaid dollar value recovered by the health
care providers, the overpayment recovery rate was stagnant around ~26%. And the objective was to
increase the rate by 5-6% and reduce the delay in the process. And I was responsible to drive this
outcome. And the reason, why I believe this was an interesting one is, since I am new to healthcare
ecosystem, understanding the product, understanding the end users (operations team), getting an
overview of the workflow of the overpayment recovery was something very challenging for me, as
this was my first stint in a product role. And the key takeways for me were- understanding the exact
problem, getting to collaborate with multiple stakeholders , ensuring that the engineering,
leadership, operations team are on same page.

The objective was defined by the Senior Product Manager for me- Increase the recovery rate. Now,
my job was to deep dive and breakdown the problem. So here, the first step, I took was to shadow
with the end users who use this platform who perform set of tasks to contact the healthcare
providers to enquire and recover the overpaid amount. When I looked at the data and actions at
each step, one data point which was identified was that- the end users (analysts) who basically call
the healthcare providers based on the claims assigned to them were not able to contact the provider
even for the first time. So this showed that the contactability rate itself was less, as the analysts who
were supposed to call the providers did not receive the response and this led to no response, and
these claims were either pending or left closed which also had an impact on the recovery rate.

So this is how, I identified the problem and found a complementary metric for the north star metric.
And the challenging part here breaking down the entire workflow journey, breaking down the
workflow, identifying the gaps. As, I was quite to the new application, breaking down the funnel was
challenging. And with the supporting metrics which I found- improving the healthcare provider
contactability rate was a hypothesis which I had formulated. And I had suggested an ML solution
which would basically predict the contactability rate before the users call the providers. The
predictive algorithm would predict and find the anomalies in the contact details before the details
reach out to end users.

The main motivation for me to apply for APM role at Signzy is the kind of problems which it is solving
right now. Since Signzy’s core value proposition is offering digital banking infrastructure, and fintech
market place APIs being one of the major offering, a deep understanding of technology, how APIs
work is very important. And though, the primary aim is to simplify the third party integrations by
offering ready to use API, conceptualization should be done considering the end user’s journey. So
Understanding the secondary research data and understanding the customer’s expectations through
primary research is very important. And I have worked as a full stack engineer involved in the
product development, building re-usable APIs. And post my MBA, in my product role, I have also
been in involved in driving the opportunity deep-dives through market intelligence. So I believe, I
bring in a decent blend of technology and other aspects of market research/intelligence and most
importantly understanding of KPIs for the modules. So, I believe, I can empathise with my
engineering team , giving them the right inputs by translating the business asks into technical
requirements. (For example in a KYC module, if there is a parameter, which I feel would can be
removed or pulled from another source, I can work on understanding on validating this from
business outcome perspective and mapping it to product outcome
Career goals-

Sir my shortterm goals ar to grow my career in product space, as, Iam really passionate about the
problem space I want see myself contributing in problem and olution discovery phase. And next
aspect which I want to focus on is to identifying the opportunities, scope them and build a
perspective out of it. And finally developing or improving my product sense and ability o influcen
stakeholders and del with more ambiguity

Strengths and weakness-

Strngts-

My eagerness to learn, as I feel I bringin that energy to tke up new things and work on them

2nd is definitely the collaborative approach, I believe a successful roduct can be built using teasm
effrt, so ability to work cross functionally

3nrd is my commitment and passion to solve the customer pain point, this is something which keeps
me motivated to be in product space.

Weakness-

Ability to say no

- Sometimes I hesitate or think tice, which I am actually worign upon

- Sometimes I becomes anxous and impatient

.Example of owning, defining & executing a strategy

Talk abt HRMS

Dealing with tough stakeholder

Sir, so the business owner for the portfolio which I am currently working is very diligent when it
comes to the ebnft of any new feature we bring in, so there was a feature where I had come u with
effort and benefit. Whneni ha dtakena feature went back then came up with additna metric which
coud abNPS

Sir so at optum, product internsare hired , and I cake forward and nominated myself tact as primary
mentor for a intern, where I lais out sht stuture on ho toapproach pronme statement and deepdive
into opportunity

Quality of deliverables-

Sir, so at optum, there are mulpe products, where I tere are lot data talk about API synergey

And I actually sudty the customer incidents, and when I saw a pattern there was a issue which was
comin frequeney, on adhoc basis, so I thought why don’t take this and fix it
Initiatives-

One payer, where I had to peruade the product communityss

 Tell me about a time when you had to deal with conflicting

priorities. How did you handle it?

Sir, I was handling a development of module. And actually there was a internal prj as well hich I was
working o. Since it was internal, the bandwidth was allocated accordingly. But during ne sprint,
there wa sudden change in the acceptance criteria for on of the US which I wa working on,
because , there was a change in the plan as per the client. Which was out of control for even my
manager. And there was a deliverable which had to be delivered for the internal prj, which was
supposed to run as per schedule. Ths was rrally challenging to me, because I had to deal with
different stakeholders fo tow diff rjs. The nly way I had to proroitse this was the impact and or the
org as whole,because this rj woud have a impactwhich woud ncrease is infra costs. And the internal
prj yes, I had to spill over th but I conveyed tis t my stkahodrs and they understood, th key here was
to communicate in th right way to stakhodrs

 Describe a decision you made that wasn’t popular. How did

you handle implementing it?

Sir, so I was working on a new roudctm claeed lcinicogenomcis. And

after conducting my research, and conuctin a need gap analysis, I
came up with my point saying that data access is the main gawhich
can point of diffferntiator, but other PMs were of the opnion that, this
would not hep us to a greater extent. But I was confident about this,
and I tried cnducitng a pilotfor this, and the data access -basically
thepatient consent rate increased by 25%. So, the reason why I was
conidfent ws because, I had data to back this up, I had gone through
research papers and some of the exiting startips wh were trying out
his.

Failure-?

Initially when I was wrng as software eng I assumend many things, and did not clarify the acetpce
criteria, and comitied t the deadline, And te resuktwas definitely not good, this is when I realised the
importance o clarifyingand being crysta ckear on wat ihas to be done

Work under pressure-?

Influence eng team-

There were issues/incidents coming up from operations team to incorporate a specific ops metrics,
so tht ops stakeholders ca easily track the perofrmanceof the ops end users. After a certain time
period, I could se that, there was a raise in this this kind of requests. So I thought why don’t we
builda merics dashboard instead of just incorporating a change , as even in future there would be lot
of change request. After conducting sessions with end suers, I had validated the possible metrics and
fields, and when I aproache eng team, I explained them the scenario. I aked them the effort treq to
buld a only one chage vs to buld a dashoard. It was 3 weeks vs 1 2 months. Then, they had heir won
challnegs, I made hem understand about the problem, my vision, and convined them that can we
buld this first and parallet incprtae he dashboard as well. The outcome was ops stakeholder effcien
improved by 50%.

How to u collaborate-

Involce stakeholders early

Communincate on th high level vision and

Sir sometimes I feel, that let me wait and update, but I believe communicating the rodmap, to al the
stakeholders is imp

Set up1-0-1, inlvove everyone , maintain tnaprany

Challenge u faced-

Banalcing intittaves from both product teams and engineering teams

And as apet of metrics tracking we were trying to capture some performance metrics as well ,so
following up with people sometimes I get a feeling that I ma trubling others, but it is actually part of
my job

Pushed back client on adding feature-

Inclusion of overpayment reason- this was actually user driven input- though there w, but
considering the density of claims, this becomes idff, and I had to convey this to uers

Innovstive-setting up business metrics dashboard with a which wold 360 deg view of the the metrics

Or a file used to be uploaded in aapp by user, but sometimes if there are correctios req then there
was manual intervention required to soft delete it from the database. So this was tking up time.
Then after understanding the process, I cold see that utomating is something which can solve this,
but the que was ow, do I do it?, that is when I thought of levraging RPA t automate this
Empathy-

As a product person, one challenge which I felt that someties people don’t realise the importance or
the role of a PM, they think I am acting as a mediator with customers , an infact in may of the user
shadowing sessions, I actually try to ucde engineers so that they r clear on what needs to be built

With stakeholders-