Automation at Scale and Sivasakthivel Periyannan Ramamoorthy’s

In an era where automation is reshaping industries, Sivasakthivel Periyannan Ramamoorthy stands out as a driving force behind transformative change. As the Director of Client Services Automation at CVS Health, he brings 17 years of expertise and a strategic vision that has been pivotal in advancing the company’s automation capabilities. His leadership has been essential to CVS Health’s operations, contributing to the success of this Fortune 6 giant.

With a network of pharmacies serving over 103 million members nationwide, CVS Health views automation not just as a tool for efficiency, but as a cornerstone for enhancing customer experience.

Under Sivasakthivel’s guidance, the automation design team has developed innovative solutions for Pharmacy Benefits setup, enabling plan sponsors to navigate complex systems with ease. His efforts have driven significant improvements in operational efficiency and member satisfaction, demonstrating the power of strategic automation to shape the future of healthcare.

Syncing Automation With CVS Health’s Vision

Sivasakthivel leads the automation design team at CVS Health, focusing on delivering client-focused plan benefit management solutions. He emphasises the complexity of managing and utilising pharmacy benefits for plan sponsors, which requires a high level of precision and efficiency.

“My team, under my guidance, builds automation configurations that give plan sponsors the ability to transform their strategy at their fingertips,” he shares. With CVS Health being the largest Pharmacy Benefit Manager (PBM) in the United States, serving 103 million members through mail service pharmacies and a network of 68,000 pharmacies, automation is crucial for maintaining accuracy and ensuring member satisfaction.

Sivasakthivel ensures that the automation efforts align with CVS Health’s strategic goals by closely integrating them with the company’s vision. “We derive our automation strategies from our company’s vision and goal,” he explains.

The team’s focus on delivering high-quality services to clients is supported by structured internal processes, including stand-up meetings and cadence calls, which help track progress and maintain alignment with key results. This disciplined approach allows Sivasakthivel’s team to contribute effectively to CVS Health’s mission while driving the modernisation of the $500+ billion plan benefit management industry.

Solving Automation Challenges

Managing large-scale automation initiatives presents distinct challenges, as Sivasakthivel notes. A key hurdle lies in developing solutions that satisfy customer needs and ensure seamless user transition to automated systems. “Without having a proper plan to adopt automation, even a great automation solution would fail,” he advises. This approach entails engaging users early in the development phase, which helps clarify requirements and foster enthusiasm for new solutions.

He underlines the necessity of involving users from the start: “Including consumers during the product initial build phase is critical for automation’s success.” This method not only ensures clarity but also encourages adoption. Additionally, effective management of funding, timelines, and risk mitigation strategies ensures that automation efforts yield substantial returns on investment.

Automation’s Role in The Vaccine Rollout

During the COVID-19 pandemic, Sivasakthivel spearheaded a crucial automation project that accelerated CVS Health’s vaccine rollout. Recognising the urgency of the situation, he developed robotic process automation (RPA) bots to generate a large volume of test data, enabling a stress test of the server capacity. “Due to the timeline constraint, we couldn’t use the traditional approach which would have taken up to four months and huge investment,” he explains. Instead, his automation solution allowed CVS Health to achieve the desired outcome in just three weeks.

The project faced various challenges, such as ensuring data masking, managing bot server availability, and compatibility between automation tools and applications. According to Sivasakthivel, “Technical expertise and proper planning with documented risks and mitigation plans are the key factors that contributed to its success.” His ability to adapt and strategically implement automation under tight deadlines played a pivotal role in making this critical initiative a success.

Leadership in Action

Sivasakthivel believes that effective leadership in automation projects requires a blend of business acumen and technical expertise. He emphasises the importance of setting clear, achievable goals for his team while understanding their challenges and providing guidance. “Defining realistic goals for the team, understanding team issues, and guiding the team to overcome roadblocks are critical leadership qualities,” he shares.

Additionally, recognising the strengths of each team member and delegating responsibilities effectively ensures that projects move forward smoothly and efficiently.

A particularly complex project demonstrated these leadership principles in action. Faced with a high-pressure situation where an automation solution had underperformed despite significant investment, Sivasakthivel had to find a way to turn the situation around with limited resources and time. “Due to market conditions, we were under tremendous pressure to upgrade this solution with the available sources,” he explains.

He tackled this challenge by breaking his team into smaller groups, each focused on solving specific issues, and implemented an agile approach to accelerate the timeline. This strategic planning and coordination resulted in a successful outcome, not only saving the project but also preserving millions of dollars in investment. Sivasakthivel credits this achievement to the commitment and adaptability of his team, coupled with a well-organised approach to problem-solving.

Sparking Innovation in Automation Projects

For Sivasakthivel, innovation is a cornerstone of successful automation. He believes that staying competitive in the industry requires adopting new technologies and processes, which allows his team to find solutions to challenges once thought insurmountable. This forward-looking mindset drives a constant search for new possibilities that can enhance the quality of deliverables and meet client needs more effectively.

To foster a culture of innovation within his teams, Sivasakthivel emphasises the importance of collaboration and continuous learning. “We collaborate with our consulting partners to keep us updated on the new technologies and innovation products,” he notes, ensuring that his team stays at the forefront of industry advancements. He also places a strong focus on recognising “out of box ideas and solutions within our team,” creating an environment where creativity is valued.

By investing in training and assessments, he ensures that his team members are always growing and equipped to embrace new innovations.

The Road Ahead For Automation

Sivasakthivel sees automation as an integral part of CVS Health’s future, particularly in enhancing efficiency, productivity, and the overall quality of services in the healthcare sector. He and his team are committed to continuously exploring new automation opportunities to deliver the best experience in plan benefit management processes with accuracy and quality. By staying updated with advancements in technology and refining processes, they aim to meet the evolving needs of customers and members alike.

Looking forward, Sivasakthivel emphasises the importance of adaptability and growth. “My team and I continuously upgrade ourselves in terms of technical knowledge and new processes,” he shares, highlighting the commitment to innovation that drives their work. This proactive approach ensures they are ready to address any challenges and implement solutions that align with CVS Health’s broader vision, making automation a key driver of the company’s success.

Reflecting on Sivasakthivel’s leadership, his influence on CVS Health is evident through strategic insight and cutting-edge solutions. “Business knowledge and technical expertise are critical for driving successful automation,” he underscores, marking his contributions as transformative and industry-defining. Under his guidance, CVS Health adeptly integrates advancing technologies, continuously adapting and innovating. As automation progresses, Sivasakthivel’s story highlights the vital role of adaptive leadership in maximising technology’s potential to advance broader healthcare objectives.