Process Improvement Analyst - Patient Service Center

Overview

Enhance organizational efficiency and productivity by identifying, analyzing, and optimizing operational workflows within the centralized contact center. Utilize data-driven methods to streamline how work is done, reduce waste, cut costs, and improve the quality of the processes and patient experience.

Responsibilities

Facilitate meetings and/or projects, determine audience and tactics appropriate for a particular discussion. Adapt facilitation style in order to engage a variety of group settings.

Evaluate process improvement information, including policy and procedures to identify inefficiencies and coordinate to determine a future state that satisfies the business requirements.

Gather and analyze data, performance metrics, and key performance indicators (KPIs) to quantify process inefficiencies and track improvements over time and use appropriate measurement, analysis and evaluation methods to accurately identify and document process improvements.

Provide management with project status updates, feedback, and appropriate reporting on key responsibilities and objectives. Act as a change agent to instill Lean methodology culture and ensure principles are utilized consistently.

Help define process quality issues, measure current process performance, analyze root cause defects and develop targeted process improvement opportunities.

Perform qualitative and quantitative analysis of key performance indicators in an effort to identify opportunities for improvement in the existing business model, processes, and structure.

Evaluate current organizational processes, workflows, and systems to identify areas for improvement and efficiency gains.

Collaborate with teams to develop and propose practical solutions, including process redesign, automation, or technology enhancements.

Performs other duties as required or assigned

Qualifications

• Bachelor of Science in a related field with 3 years of healthcare experience preferred or equivalent experience.
• Strong analytic and organizational skills.
• Excellent verbal and written communication skills; excellent public speaking skills.
• Knowledge of principles and methodologies of change management
• 2+ years’ experience in healthcare or health care contact center
• Advanced knowledge of Microsoft Office products (Word, Excel, PowerPoint, Teams and Outlook) and a general comfort level working with technology systems.
• Lean Six Sigma Certification preferred
• Good project management skills
• Experience with NiCE, EPIC, and Tableau a plus

Required Licensure/Certifications

• None