Jonathan Sagadraca

24 years of Leadership, Strategic Management and Integrator Experience. Known for strengthening regulated processes, improving turnaround times, elevating service accuracy, and building high-performing teams in high-volume environments. Brings deep expertise across healthcare, medical devices, insurance, and financial services, consistently delivering operational stability, compliance, and exceptional client outcomes.

Head of Philippine Operations, Director at Abbott Medical Devices – Heart Failure Division, Alere Philippines Inc. (now Abbott) (2024-05 – Present)

Led the Philippines operations for Abbott Medical Devices – Acelis Connected Health, with end-to-end accountability for Customer Service, Benefits Verification, and Revenue Cycle Management (RCM) supporting the HeartMate 3, HeartMate Flex, and INR Monitoring product lines. Held site-wide leadership responsibility, including P&L ownership, service delivery, quality, training, talent development, and continuous improvement; reported directly to the Divisional Vice-President. Combined strategic planning with hands-on execution, driving operational clarity, tightening governance, and elevating service delivery standards while managing complex medical device support operations.

Demonstrated agility in high-change, early-stage environments, building and refining processes as Acelis expanded globally, ensuring the Philippines site remained stable, compliant, and high-performing amid evolving systems and requirements.

• Improved operational efficiency by 20%+ through Lean process redesign and automation initiatives, reducing staffing requirements while maintaining regulatory compliance with Joint Commission standards.
• Partnered with Protiviti and DMEPOS consultants to strengthen RCM processes following the integration of Continuum Inc, closing operational gaps and improving process governance.
• Collaborated with U.S. RCM leadership to execute a multi-vendor collections strategy, accelerating recovery of aged receivables (>180 days) and improving revenue performance.
• Increased the Philippines employee engagement score from 3.7 to 4.3, achieving the highest engagement rating across all Acelis global sites in 2025.
• Led customer experience initiatives that helped improve Google ratings from 1.8 to 4.5 over two years, significantly enhancing brand perception and patient satisfaction.
• Reduced annualized attrition to below 25% through leadership development, employee engagement, and a stronger focus on talent retention.

Site Director, Revenue Cycle Management at GEBBS Healthcare Solutions (Philippines), Inc. (2021-12 – 2024-04)

Led operations for 3 strategic healthcare clients across two Metro Manila sites, with oversight of 900+ FTEs and support for provincial expansion. Owned end-to-end delivery of complex healthcare processes, including Patient Admissions, Eligibility &

Benefits Verification, Prior Authorizations, Pharmacy Refill, Billing Customer Service, and Scheduling Contact Center operations. Turned around a 40% Gross Margin decline over two years and consistently exceeded Annual Operating Plan (AOP) targets, driving business growth through the pandemic and post-pandemic recovery. Applied a forward-looking, systems-oriented approach to translate client and divisional priorities into executable operational plans, driving disciplined execution, regulatory compliance, and operational accuracy across diverse healthcare processes. Operated effectively in dynamic, rapidly shifting operational landscapes, strengthening structure and maturing systems during periods of rapid growth, post-integration stabilization, pandemic-driven shifts, and post-pandemic recovery. Championed automation and process innovation by repurposing existing technologies, improving operational efficiency and scalability. Served as the primary executive partner for key clients, strengthening strategic relationships and reporting directly to the Country Head.

Senior Assistant Vice President, Insurance at EXL Service Philippines, Inc. (2019-07 – 2021-09)

Senior Operations Leader with deep experience managing Life Insurance & Annuities programs, including appeals, grievances, workers' compensation, disability claims, and policy servicing for major U.S. carriers such as UNUM and Colonial Life & Accident. Known for strengthening regulated processes, improving turnaround times, elevating service accuracy, and building high-performing teams in high-volume environments.

• Led end-to-end operations for two major U.S. Life Insurance & Annuities programs supporting clients in South Carolina and Maine, applying a disciplined, insight-driven operational approach to ensure accuracy, compliance, and consistent delivery across high-volume, regulated processes.
• Directed the full program lifecycle — including RFP support, transition, operational readiness, training, and stabilization — using a proactive, design-focused planning mindset to translate client requirements into disciplined execution and long-term operational stability.
• Scaled operations by 600 FTEs during the COVID-19 pandemic, demonstrating effectiveness in high-velocity, demand-intensive operating conditions while maintaining service quality, operational resilience, and strong client satisfaction amid accelerated growth.
• Oversaw complex Life Insurance & Annuities workflows for UNUM and Colonial Life & Accident, including appeals, grievances, workers' compensation, disability claims, and policy servicing, ensuring regulatory compliance and high-accuracy case resolution.
• Improved appeals and grievances turnaround time through workflow redesign, case stratification, and quality-first coaching, resulting in higher resolution rates, reduced escalations, and stronger customer satisfaction.
• Strengthened workers' compensation adjudication by enhancing documentation standards, tightening medical review coordination, and implementing audit-ready controls that reduced rework and compliance exceptions.
• Partnered closely with U.S. client leadership to refine benefits eligibility, claims validation, and policy administration processes, improving first-pass resolution performance and aligning operations with evolving regulatory requirements.
• Built and developed high-performing teams specializing in disability claims, accident claims, and policyholder support, improving productivity, reducing error rates, and elevating service consistency across multiple L&A product lines.

General Manager – Medtronic Medical Devices at Cognizant Technology Solutions, Inc (2015-06 – 2019-07)

Established and led Healthcare & Medical Devices operations, successfully transitioning, launching, and stabilizing new client programs. Built and developed specialized Medical Device operations, pioneering the company's first Medical Devices program in the Philippines – Patient Registration and Customer Service Call Center. Led multi-site operations across Manila and Cebu, driving operational excellence, workforce capability, and client satisfaction.

Partnered with clients and executive stakeholders to deliver scalable solutions that supported continued business growth.

CL5 – Senior Manager, Healthcare at Accenture (2008-02 – 2015-01)

Led large-scale back-office operations supporting one of the largest U.S. healthcare payers, delivering high-quality service across complex healthcare processes.

• Played a key leadership role in expanding the program to 3,500+ FTEs, making it Accenture's largest BPO healthcare engagement at the time.
• Led client pursuits, RFPs, solution workshops, and operational transitions, contributing to new business wins and healthcare portfolio expansion.
• Managed multi-site operations across Manila, Cebu, and Chennai, driving standardization, operational excellence, and leadership development.

Senior Account Manager – Financial Services at Sykes Asia, Inc. (now Foundever), American Express (2000-10 – 2007-12)

Led operations for a 200-FTE investment services program supporting NASDAQ-registered financial institutions and variable annuity products.

• Managed licensed financial services professionals, consistently delivering performance, regulatory compliance, and client service excellence.
• Strengthened client relationships through operational improvements, workforce development, and disciplined performance management.

Broadcast Journalist at HAS Communications (Trapik.com)

Broadcast Team (Courtside Announcer) at Philippine Basketball League (PBL) and Philippine Basketball Association (PBA)

News Flash Reporter – Voice Talent at IBC-13 Headliners

MBA in Business Management – University of Hertfordshire (2010)

MBA Units – Ateneo Graduate School of Business

Bachelor of Science in Physical Therapy – Philippine Rehabilitation Inst. College of Physical Therapy

High School – Lourdes School of QC