Qualitative Researcher, Cognizant

At Cognizant, I focused primarily on conducting primary research for the US healthcare client – TriZetto Provider Solutions, a Cognizant company. TPS is known for simplifying healthcare finance through their RCM solutions, streamlining billing automation, payment processing, and claims management.

Here, I worked with diverse user groups, including patients, payers, and providers, helping us better understand their unique needs, frustrations about their medical premiums.

My role and responsibilities –

  • Led daily operations in revenue cycle management, ensuring that accounts receivables were processed accurately and on time by the clearing house.
  • Worked cross-functionally with engineers, designers, and product teams to optimize workflows, troubleshoot billing issues and respond on the enquiries from cutsomers side on differnt tools.
  • Played a key role in analyzing and resolving billing discrepancies, driving improvements in operational efficiency that minimized revenue loss and maintained compliance.
  • Mentored more than 10 junior staff and conducted audits, ensuring that best practices were followed at all stages of service delivery.
  • Helped maintain strong client relationships, offering insights that guided service improvements and resulted in meas
“Super excited to finally head to the office! I wasn’t quite sure about the dress code — formal or informal? Went to collect the orientation goodies I was supposed to pick up almost a year ago, but due to COVID, I got them a bit later than expected. Technically, that was my second and last day of office visit.”
“Grateful to be vaccinated and doing my part to protect myself and others. 💪 #VaccinationDay #COVID19”
“Volunteered to donate meals to five individuals in my locality during the challenging times of COVID-19. I also designed heartfelt greeting cards for a nearby hospital, featuring uplifting messages with the theme ‘This too shall pass, and normal times will return,’ to motivate and support the frontline workers.”

Concept –

Patient: The individual who is receiving medical care or treatment. 

Provider: This refers to the individuals or organizations that deliver healthcare services.  Examples include – doctors, hospitals, clinics, and other healthcare facilities. 

Payer: This refers to the organizations that pay for healthcare services. Payers are responsible for processing claims, determining coverage, and ensuring providers are compensated for their services. Examples include – insurance companies, government programs (like Medicare and Medicaid), and sometimes individuals paying out-of-pocket. 

Process –

Key Deliverables –

  • Partnered with senior managers, subject matter experts, and cross-functional teams to drive research strategies that informed product and service development.
  • Led remote data collection via email and phone interviews, gathering qualitative data to inform strategic decisions.
  • Analyzed qualitative data to create personas, journey maps, and identify key trends, shaping product strategy and feature prioritization.
  • Continuously improved research processes, streamlining workflows and ensuring timely delivery of high-quality insights.
  • Mentored junior researchers, helping them develop professionally and ensuring efficient task completion.

Outreach in UX Research –

  • Tried facilitating collaboration between researchers, designers, and product managers outside my team to bring in more perspectives, understand broader challenges, and explore innovative solutions for enhancing the overall user experience and product development.
  • Provided leadership and guidance during high-pressure situations, ensuring research deliverables were completed on time.

Achievements –

  • Amber Awards: Recognized for consistent excellence in research and performance (March 2021, February 2021, December 2020).
  • Fantastic First Award: Honored for exceptional participation in extracurricular activities and team-building efforts.