3rd International Conference on Business Intelligence and Data Analytics (BIDA 2026)

Organized by RV Institute of Management (RVIM), Bangalore, India

 Technically Sponsored by Soft Computing Research Society

April 11-12, 2026The after-conference proceeding of the BIDA 2026 will be published in Scopus Indexed Springer Book Series "Smart Innovation, Systems and Technologies"

The after-conference proceeding of the BIDA 2026 will be published in Scopus Indexed Springer Book Series "Smart Innovation, Systems and Technologies"

Mohammad Jakeer Mehathar

AI Assisted Workflow Orchestration for Healthcare Contact Center Transformation

Abstract:

 

 

 

 

Healthcare contact centers operate in highly complex environments where clinical urgency intersects with fragmented operational systems. Agents navigate multiple platforms such as electronic health records, pharmacy systems, payer portals, and CRM tools without a unified patient view, leading to inefficiencies, delays, and poor patient experience.

This work presents an AI assisted workflow orchestration framework based on a unified event driven architecture. The approach integrates real time data streams, intelligent workflow automation, and predictive analytics to create a seamless operational backbone. Event driven systems enable instant processing of lifecycle events, ensuring accurate and timely decision making.

The architecture incorporates CQRS patterns and distributed orchestration to manage complex workflows such as prior authorizations reliably at scale. An AI augmentation layer enables denial risk prediction, next best action recommendations, and adherence analytics, empowering agents with contextual insights.

Real world implementations demonstrate reductions in handle time, lower denial rates, and improved patient outcomes including faster therapy initiation and better adherence. The study also highlights governance requirements for compliance, data quality, and ethical AI deployment.

Overall, this work shows how AI assisted orchestration can transform healthcare contact centers into intelligent, patient centric ecosystems delivering operational efficiency and improved clinical outcomes.

Profile:

Mohammad Jakeer Mehathar is a seasoned Enterprise Solutions Architect with over 18 years of global experience across healthcare, pharmacy benefit management, insurance, and telecommunications industries. He currently serves as a Software Engineering Senior Advisor at Cigna Evernorth Services Inc, where he leads the design and modernization of large scale omnichannel contact center platforms, CRM systems, and specialty pharmacy solutions.

A TOGAF certified enterprise architect and Pega Certified Lead System Architect, he specializes in workflow orchestration, event driven architecture, and enterprise system transformation. His expertise includes cloud platforms, microservices, and real time data systems.

He has previously held leadership roles at Cognizant Technology Solutions and Tata Consultancy Services, contributing to enterprise transformations for global organizations. He is also known for mentoring teams and delivering measurable improvements in operational efficiency and customer experience.

He holds an MBA in Organizational Leadership from the University of Hartford, along with a Master of Computer Applications and a Bachelor of Science from Sri Venkateswara University.