Manager, Customer Experience & Performance Improvement - SHP Operations - Day Shift Full Time

Hours:

Shift Start Time:

8 AM

Shift End Time:

5 PM

AWS Hours Requirement:

8/40 - 8 Hour Shift

Additional Shift Information:

Weekend Requirements:

As Needed

On-Call Required:

No

Hourly Pay Range (Minimum - Midpoint - Maximum):

$55.390 - $71.470 - $87.550

The stated pay scale reflects the range that Sharp reasonably expects to pay for this position.  The actual pay rate and pay grade for this position will be dependent on a variety of factors, including an applicant's years of experience, unique skills and abilities, education, alignment with similar internal candidates, marketplace factors, other requirements for the position, and employer business practices.

What You Will Do

The Manager of Customer Experience and Performance Improvement (CX&PI) leads Sharp Health Plan's efforts to deliver top-decile performance and exceptional customer experiences across all customers (members, providers, brokers, and employers), lines of business, and services (Medical, Behavioral & Pharmacy). In an interconnected environment, where different departments and entities work collaboratively to meet customer expectations, the Manager of CX&PI will lead continuous customer-focused operational improvement to support the health plan's vision to be the best place to work, practice medicine and receive care.

The Manager of CX&PI will work directly with executive leaders and manage a team of analysts charged with listening to our customers, identifying opportunities for improvement, and leading improvement activities. This position has broad responsibility to ensure and coordinate high customer satisfaction. The Manager of CX&PI will facilitate change management and lead the Health Plan's Green Belt program to cultivate a culture of continuous improvement and top decile performance.

Required Qualifications

• Bachelor's Degree
• 5 Years experience in process improvement activities.
• Experience translating direct feedback from customers and stakeholders into business process improvement opportunities required.
• Experience with data analysis using Excel, SPSS, R or similar required.
• Experience with data visualization using Tableau or similar tools.
• 3 Years leading and facilitating cross-functional improvement efforts.
• 3 Years experience communicating with Executive and Senior leadership.
• Six Sigma Green Belt Certification - Various-No accreditation board -REQUIRED

Preferred Qualifications

• Master's Degree
• Experience with survey design and customer research background.
• 3 Years experience managing an analytical team.
• PMI Project Management Professional (PMP) - Various-Employee provides certificate -PREFERRED
• PMI Project Management Professional (PMP) - Various-Employee provides certificate -PREFERRED
• Six Sigma Black Belt (CSSBB) - American Society for Quality -PREFERRED

Other Qualification Requirements

• Design Thinking Certification preferred.

Essential Functions

• Change Management and Communication

Demonstrate superb interpersonal, presentation, and lean leadership skills with a high degree of comfort engaging with all levels of the organization.

Focus on process optimization through training, team building, and culture change to sustain measurable improvements.

Build strong trusted relationships with leaders across the enterprise through credible outcomes and strategic leadership.

Act as an internal process improvement educator to train teams on the LSS framework / tools/ best practices. Drive towards and influence a culture of continuous process improvement.

Develop / mentor peers on their operational excellence/ Lean Six Sigma skill set.

Champion of Continuous Improvement and change agent to promote best practices and implement solutions that can transform and empower businesses areas.

Facilitate, coach, and develop workgroup members relative to implementation of changes.

• Data analysis and interpretation

Support Operational Excellence and Transparency

Update and monitor Core Competency dashboards for visual monitoring of control plan metrics/ KPIs.

Advise and support process owners to establish service level agreements and process to track turn-around-times.

Monitor KPIs/ Metrics before, during, and after process improvement implementations and review strategic insights, dashboards and key communications with senior leadership on a frequent basis.

Design control plans (statistical process control) to sustain improvements.

Strong qualitative and quantitative statistical ability to analyze data and interpret results to provide actionable business recommendations.

• Human resource management

Responsibilities related to supervising staff include:

Hiring, coaching and counseling, conducting performance appraisals.

Tracking productivity, tracking quality assurance, planning workflow.

Reviewing and updating policies and procedures.

Other duties that may apply.

• Process improvement

Facilitate Cross-Functional Process Improvement Efforts

Manage project facilitators and pipeline of proposed improvement projects by assessing scope, resources and cost. Facilitate prioritization of efforts by aligning with strategic goals and estimated return on investment.

Lead cross functional teams through process improvement efforts, guide development of data collection/root cause analysis, data interpretation, customer journey mapping, process mapping and forecasting of benefits, guide prioritization of efforts based on impact, cost and ease of implementation.

Drive business process transformation to improve the customer experience, back-end efficiency and reduce total cost by leveraging improvements in the areas of people, process and technology.

Define highly complex business and customer needs and provides analysis toward operational efficiency and drives change within the organization.

Conduct workshops for cross-functional alignment on "As-Is" state pain-points and "To-Be" state Vision, Strategy, Execution and Metrics.

Deliver quick-wins (Proof of Concepts (POCs) and Pilots) that showcase the value of streamlined, repeatable and efficient business processes.

Facilitate high impact Lean Six Sigma projects (DMAIC, DFSS, Kaizen, FMEA, etc.).

• Research and analysis

Conduct and Analyze Voice of Customer Research

Provide senior and executive leadership with insights and recommendations derived from VOC research.

Participate in customer facing focus groups to document end to end customer journey and needs.

Support external benchmarking and customer research to establish program goals and strategies.

Guide survey design and programming.

Monitor new research and developments across the healthcare landscape to stay current on trends and policies.

Knowledge, Skills, and Abilities

• Thorough understanding and application of the principles and techniques of Lean Six Sigma including but not limited to DMAIC, VSM, Voice of the Customer, Kaizen and 5S preferred.
• Thorough understanding of process mapping, process performance measurement and defining service level agreements.
• Thorough understanding and application of change management principles and practices.

Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class