The Process Improvement Support Lead serves as a resource for the Operations division in ensuring initiatives and policies are fully implemented across the Millennium medical practices. The Process Improvement Support Lead also partners with the Operations leadership team to identify/inventory areas for process improvement, and perform tasks and coordinate activity that bring projects to successful closure.
- Implement organizational improvements to help drive efficiency and effectiveness
- Maintain inventory of process improvement opportunities
- Design/refine workflows to support organizational initiatives
- Ensure policies are operationalized and consistently executed
- Ensure consistency in workflows across Millennium, for both primary care and specialty areas
Essential Duties & Responsibilities:
- Maintain inventory and status of process improvement opportunities across Operations
- Collaborate with Operations leadership to prioritize opportunities and initiatives
- Analyze current process standards and metrics in order to identify opportunities and provide proposed solutions for improvements
- Perform data gathering, root cause analysis, performance trending, and current/desired state workflow analysis to implement improvements
- Perform benchmarking to identify best-in-class processes and approaches
- Collaborate with subject matter experts and supporting departments to brainstorm changes in process/approach and implement improvements
- Determine fiscal requirements and personnel resources required for process re-engineering of process change
- Coordinate implementation plans to foster success of initiative
- Prepare progress reports regarding process improvement for multiple stakeholders
- Update and maintain documentation on process improvements and process performance
- Collaborate with Compliance department in creation and maintenance of Millennium policies and procedures
- Associate's degree required, Bachelor's preferred
- Minimum of three years in similar role or healthcare position with responsibility for implementing change
- Ability to evaluate design/redesign workflows and processes in a holistic fashion that considers the patient's, provider's and care team's overall experience
- Exceptional customer service skills
- Creation of strong partnerships
- Collaboration with stakeholders and subject matter experts
- Implementation of solutions
- Change management
- Critical thinking
- Problem solving
- Decision making
- Meeting management
- Team leadership through influence (not authority)
- Data analysis and trend identification
- Strong time management
- Effective multi-tasking
- Up to 50% travel to work from medical offices
This job has no supervisory responsibilities.
To perform the job successfully, an individual should demonstrate the following competencies:
Adaptability Maintaining effectiveness in varying environments and with different tasks, responsibilities, and people.
Analysis/Problem Assessment Securing relevant information and identifying key issues and relationships from a base of information; relating and comparing data from different sources; identifying cause-effect relationships.
Communication - Expressing ideas effectively in individual and group situations (including nonverbal communication); adjusting language or terminology to the characteristics and needs of the audience. Good listening skills.
Compassion - The responsibility to put a patient's or person's interests first, including the duty not to harm, deliver proper care, and maintain confidentiality.
Compliance - Employee has satisfactory completed employers required compliance training.
Employee is able to demonstrate an understanding of employers Code of Conduct.
Dependability - Meets commitments, deliverables, deadlines, work independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements.
Follow-up - Establishing procedures to monitor the results of delegations, assignments, or projects; taking into consideration the skills, knowledge, and experience of the assigned individual and characteristics of the assignment or project.
Initiative - Making active attempts to influence events to achieve goals; self-starting rather than accepting passively; taking action to achieve goals beyond what is required; being proactive. Practices self-development.
Integrity - Maintaining and promoting social, ethical, and organizational norms is conducting internal and external business activities.
Judgement/ Problem Solving - Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, and communicates decisions to others.
Patient Service Orientation - Proactively developing patient/customer relations by making efforts to listen and understand the customer and their needs (both internal and external); anticipating and providing solutions to customer needs; giving high priority to patient/customer satisfaction. Ensures appropriate follow up and is their advocate in determining solutions. The employee uses a variety of communication techniques to effectively express thoughts and ideas and to understand or influence.
Practical Learning - Assimilating and applying, in a timely manner, new job-related information that may vary in complexity.
Quality Orientation/ Attention to detail - Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.
Results Driven& Execution - Accountable for meeting or exceeding individual and/or department goals and objectives. Committed to producing results that will achieve company objectives. Sets priorities and organizes time to meet or exceed goals, follows up, and takes personal responsibility for results whether they are positive or negative. Team work/ Collaboration - Working effectively with team/work group or those outside formal line of authority (e.g., peers, senior managers) to accomplish organizational goals; taking actions that respect the needs and contributions of others; contributing to and accepting the consensus; subordinating own objectives to the objectives of the organization or team. Listens to others and values opinions.
Technological /Professional knowledge - Having achieved a satisfactory level of technical and professional skills/knowledge in job-related areas; keeping abreast of current developments and trends in area of expertise.
Work Standards - Setting high goals or standards of performance for self, direct reports, others, and the organization; being dissatisfied with average performance; self-imposing standards of excellence rather than having standards imposed by others.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Ability to apply basic math, as necessary.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
To perform this job successfully, an individual should have advanced proficient knowledge of Microsoft Excel software; Microsoft Word Processing software, PowerPoint, Access, Outlook and ADP Payroll systems. Knowledge of Computers, Fax, Portals, Uploading, Downloading etc.
Certificates, Licenses, Registrations
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and talk or hear. The employee is frequently required to stand and walk. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate depending on business activity of the office.