Sanjiv Raj, AVP of Customer Engagement
Professional Overview
Sanjiv Raj is an experienced customer engagement executive with a proven track record of driving strategic initiatives and optimizing operational efficiency within the healthcare industry. As the AVP of Customer Engagement at Health Partners Plans, he leverages his deep expertise in customer service, program management, and team leadership to enhance the organization's interactions with its member base.
Experience Summary
Current Role
As the AVP of Customer Engagement at Health Partners Plans, Sanjiv is responsible for overseeing the company's customer service operations, including call center management, member outreach, and digital engagement strategies. He has spearheaded the implementation of new technologies and process improvements, resulting in a 15% reduction in average call handling time and a 20% increase in first-call resolution. Sanjiv's leadership has been instrumental in driving customer satisfaction scores to an all-time high, positioning Health Partners Plans as a leading provider in the local market.
Career Progression
Prior to his current role, Sanjiv held several leadership positions within the healthcare industry. He served as the Director of Medicare Customer Service at AmeriHealth Caritas, where he managed a team of over 150 customer service representatives and implemented a comprehensive training program that improved employee retention by 12%. Before that, Sanjiv was the Manager of the Northern Region Rapid Response and Outreach Team at AmeriHealth Caritas, where he led cross-functional initiatives to enhance member engagement and reduce service barriers. Earlier in his career, Sanjiv held management roles at AAA South Jersey and ING DIRECT, where he honed his skills in customer service, operations, and team leadership.
Academic Background
Sanjiv holds a Bachelor of Science degree in Business Administration from the University of Pennsylvania, where he graduated with honors.
Areas of Expertise
- Customer service strategy and execution
- Contact center operations and optimization
- Member engagement and outreach
- Process improvement and operational efficiency
- Team leadership and talent development
Professional Impact
Sanjiv's contributions to the healthcare industry have been recognized through his involvement in several industry associations and initiatives. He has served as a guest speaker at national customer service conferences, sharing his insights on best practices and innovative approaches to enhancing the member experience. Additionally, Sanjiv has been an active participant in industry forums, where he has collaborated with peers to develop solutions to common challenges facing healthcare organizations.
Conclusion
With over 20 years of experience in the customer service and healthcare sectors, Sanjiv Raj has established himself as a distinguished leader in the field of customer engagement. In his current role as the AVP of Customer Engagement at Health Partners Plans, he continues to drive strategic initiatives and operational improvements that enhance the organization's ability to serve its members effectively and efficiently.
